Refunds & Returns
Our products are guaranteed for 1 YEAR - The online opticians will replace or repair the item should you experience any defects in craftsmanship or breakage.
If you directly damage, break or lose the item - you will not be eligible for the 1 year guarantee.
If we have already replaced your items more than once, then you will not be eligible for a second replacement.
To be eligible for a refund, your item must be unused, in the same condition that you received it and within our 14-day guarantee.
To complete your refund, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
*As lenses are a bespoke item and cannot be used for anyone else, we must charge a £10 fee to ensure the lenses are disposed of in an environmentally friendly way.
14-Day Guarantee:
We offer 14-days for you to try & test the product to see if you are happy with the results, you can return the product within the 14-days (covering the cost of postage) and receive a full refund.
If you want to return the product after the 14-day period you cannot do so.
When returning the product within the 14-day period your item must be unused, in the same condition that you received it. We have the right to reject any refunds once the item is returned to us.
Order Cancellation:
If you would like to cancel your order you have 6 hours to do so. Contact us immediately if you would like to cancel. If 6 hours has passed then we are unable to cancel your order as it would have already been processed.
You have to contact us with your order number (this can be found on confirmation email - example #33454), your email and name on the order within the 6 hours to cancel.
Emails such as "I would like to cancel my order" without any information are not enough as we do not know which order to cancel.
Your refund for a cancelled order will take 2-5 working days depending on your payment method. Paypal is instant whereas credit card/debit card buyers may have to wait a little longer.
Changes To Your Order:
You have 2-hours to make a change to your order, this is because within those 2 hours, your glasses are processed. Once this has taken place we cannot make changes to your order.
Exchanges (if applicable):
- If you have any issues with your new prescription lenses, contact us for support in how we can fix the issue.
Shipping:
- To return your product, contact us and we will give you our address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
For any more information feel free to contact our customer support team at: customerservices@theonlineopticians.co.uk