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what is your returns policy?

We will of course offer a full refund or replacement if either frame or lenses are faulty.

Jump to: Frame only | Frame and lenses | Reglazes

contact lenses:

Unwanted contact lens products can be returned for refund or exchange within 28 days of receipt and must be returned unopened and with their packaging undamaged. We cannot refund Express Delivery or FedEx shipping surcharges, and for international orders there will be an additional FedEx shipping charge when we dispatch exchanged goods.

frame only:

Should you purchase a frame only (without having prescription lenses fitted), we will offer a full refund if the product is returned in saleable condition within 7 days of receipt, minus a 15% restocking fee which covers our postage, packing and administration costs.

For international orders, we will also deduct the FedEx shipping surcharge as well as any inbound custom duty incurred by ourselves; should you use FedEx or a similar courier to return the goods to us, please ensure that you state on the shipping form that you are returning unwanted goods otherwise we may be charged inbound customs duty which we will then deduct from the amount refunded to you.

frame and lenses:

Ophthalmic lenses cannot be reused once cut. For this reason:

  1. We cannot offer refunds for frame & lenses orders unless frame or lenses are faulty.
  2. Should you request the same model in a different colour, we will offer an exchange only if requested within 7 days and only if the returned frame is in saleable condition.
  3. Should you request a different lens type or a different frame model or size, we will charge the reglaze price for the replacement lenses.
  4. For international orders there will be an additional FedEx shipping charge when we dispatch the revised order.
reglazes:

We cannot offer refunds or exchanges for reglazes as the lenses cannot be reused.

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