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Customer Care Policies

Glasses Deposits

Full payment must be made before glasses and contact lens orders can be processed.

A minimum 50% deposit is required. Only applicable at Manager’s discretion.

Cancelled Glasses Orders
 

Our Electronic Processing System ensures that your glasses are manufactured to your precise individual requirements without delay. Should you decide to cancel your order, we reserve the right to retain:

  • 25% of the total order value for cancellations within 1 day
  • 50% of the total order value for cancellations from 2-3 days
  • In the event that your glasses have been manufactured the total cost becomes payable.

Your statutory rights are not affected.

Varifocal Policy

In the unlikely event that you are unable to adapt to your new varifocal lenses within a period of 30 days from the date of collection, we will happily exchange them for either bifocals or separate distance and reading glasses. Refunds are not applicable.

Your statutory rights are not affected.

Glasses Refunds

A full refund will only be issued when faulty glasses or lenses cannot be replaced.

Optical Express operates strictly within the guidelines set out within the Consumer Rights Act 2015.

Frames and Non-prescription Sunglasses

Frames and non-prescription sunglasses can be exchanged for an alternative product or gift vouchers within 14 days of purchase. Applicable only to unworn products, returned in their original condition and accompanied by a valid receipt.

Laser Eye Surgery/ Lens Surgery Refunds

Treatments cancelled within 7 days of a booking being made will be refunded.

Due to the clinical nature of the treatments we offer, our internal administration process can take up to 28 working days for your refund to be processed.