Refunds, Returns & Cancellations Policy

 

(For Contact Lenses & Spectacle Frames)

 

We want you to feel fully confident when purchasing your eyewear from us. If something isn’t right, our team is here to assist you. Please review the guidelines below for cancellations, returns and refunds.

 

  1. Cancelling Your Order

You may cancel your order before it has been dispatched and receive a full refund.

If the order has already shipped, it cannot be cancelled, but you may still be able to return the items in accordance with this policy.

 

  1. CONTACT LENSES

 

  1. Returning Contact Lenses (Unopened Only)

For hygiene and safety reasons, contact lenses may only be returned if:

– The boxes are unopened, unused and undamaged

– The product is in factory-sealed, re-saleable condition

– The return request is made within 30 days of delivery

Once inspected and approved, a refund will be issued to your original method of payment.

 

  1. Faulty or Incorrect Contact Lenses

If you receive a faulty product, the wrong prescription, or incorrect items, please contact us within 7 days of delivery.

We will replace the lenses at no cost, or issue a full refund if a replacement is not possible.

We may ask you for photos or request the lenses be returned for manufacturer inspection.

 

  1. Comfort or Fit Issues

If your lenses feel uncomfortable or affect your vision:

– Discontinue use immediately

– Contact us or your optometrist for advice

Opened boxes cannot be returned unless the lenses are confirmed to be faulty by the manufacturer.

 

  1. SPECTACLE FRAMES

 

  1. Returning Frames (Non-Prescription Only)

You may return spectacle frames (without prescription lenses fitted) if:

– They are unused,

– In original condition,

– In their original case and packaging,

– Returned within 30 days of delivery.

A full refund will be issued once the item is received and inspected.

 

  1. Prescription Spectacles

Frames fitted with prescription lenses are custom-made medical devices and cannot be fully refunded unless:

– The frames or lenses arrive faulty,

– The prescription lenses were produced incorrectly,

– The wrong product was sent.

In such cases, we will remake or replace the item free of charge.

 

  1. Fit Adjustments

If your frames do not fit comfortably, we offer free adjustments in practice (where applicable) or advice on achieving a proper fit.

 

  1. GENERAL RETURN PROCESS

 

  1. How to Return an Item

To begin a return, please contact our customer service team with:

  1. Your order number
  2. The item(s) you wish to return
  3. The reason for the return

We will provide return instructions and the appropriate return address.

 

  1. Refund Processing

– Refunds are typically processed within 5–10 working days after receiving the returned goods.

– Refunds will be issued using the original payment method.

– Shipping fees are refunded only when the return is due to our error.

 

  1. Your Legal Rights

This policy does not affect your statutory consumer rights.

 

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