Our returns policy and procedure described on this web page applies to all orders, unless stated otherwise.
You can return to Eyewear Accessories Ltd a pair of glasses that you have ordered for a refund within 14 days of receipt, subject to complying with all the conditions of this returns policy and procedure.
First, please email us notifying your intention to return your order.
Then package the glasses you are returning carefully to ensure that we receive the product in undamaged condition (normally you can re-use the cardboard box in which it was sent to you).
Send your return to us by Recorded Delivery to:
Eyewear Accessories Ltd
Old Well Barn
College Lane, Ide
Please include a copy of your receipt and a note requesting a refund.
You will need to pay the cost of posting the glasses back to us that you wish to exchange or return, unless you can prove that the goods were faulty when they arrived or that we made an error in sending them to you.
We recommend that you pay the small amount extra to use a recorded postal service so that you are covered in the event of loss or damage during mail delivery. We can only process your refund when we receive your returned order.
Processing your refund
We will process your refund within 7* days of us receiving your returned goods and will email you to inform you. Refunds can only be credited to the card that was used for the original purchase.
Refunds exclude international shipping and all premium rate priority postal services, such as Special Delivery.
* See page on processing of refunds over Christmas period.
Your duty of care
You have a statutory duty under the Distance Selling Regulations to take care of the goods and packaging and if you are returning them, to take reasonable care to ensure that we receive the goods and that they are not damaged in transit.
Please check that you are happy with the fit and comfort of the glasses as soon as possible after receiving them, and if unsatisfactory, do not continue to wear them. As with any item of clothing or accessory that has been worn in contact with the skin, there are reasons of hygiene that necessitate taking particular care if you may wish to return dry eye glasses.
Please return all goods with their original packaging and, while we recognise that you need to inspect them, we ask you to do so without removing any product labels unless you intend to keep them.
Replacement eye cups are supplied in a sealed container and cannot be refunded if the seal has been broken or if there is any sign of the eye cup having been damaged or modified.
If you are returning the glasses because they were faulty on arrival, you must inform us by email within 24 hours of receipt. When returning the faulty goods, please include a copy of your receipt and a clear description of the fault.
Requesting to exchange glasses (applies to UK only)
UK customers can, if they wish, choose to return glasses ordered within 7 days of receipt for an exchange, subject to the terms of our exchange policy and procedure. We do not offer this discretionary service for eye cups.
If you have had prescription lenses fitted to the glasses
If you bought the glasses with a view to fitting them with optical lenses for your own prescription, you must ensure that you are happy with the glasses as ordered from us before you start ordering prescription lenses or getting them fitted by your optician or specialist optical glazing company.
We can give you a refund on the glasses only prior to you arranging for them to have prescription lenses fitted, and this can be granted only if all other relevant conditions of our returns policy and procedure have been met as described on this page.
In the unlikely event that you experience any issues with the prescription lenses that you have got fitted, or if the glasses, frame, eye cup, or accessories were damaged when in the care of the optician or optical glazing company who has fitted the prescription lenses, it is their exclusive responsibility to resolve the issue.
If you ordered a replacement eye cup or gasket
Replacement eye cups and gaskets are supplied to you in a sealed container and cannot be refunded for sanitary reasons if the seal has been broken or if there is any sign of the eye cup having been used, fitted, damaged or modified.
If you are outside the EU and wish to return your order
If you are outside the EU and wish to return a product to us for refund you must mark the customs sticker "Goods returned under warranty - no commercial value" and put the value of the goods as £0.00.
This should mean that no customs duties are charged when the goods arrive in the UK.
Please note that we will not accept any incoming package that requires customs duties to be paid.