Orders, once placed, cannot be canceled. Please keep this in mind when placing orders and make sure you verify all information before submitting an order.
Special care has been taken to ensure all goods are shipped in good condition. However, if you discover that goods are damaged during shipment, or are not the same lenses that you have ordered, or if the lenses are defective, please contact us at firstname.lastname@example.org
Please provide a brief description of the damaged or defective lenses. You must return the lenses to us in their original packaging. Failure to do so will void your entitlement to a refund or exchange. Once we have received your email informing us of the damaged or defective lenses, we will process your return and issue you with a Return Authorisation Code and instructions for the return of the products. Products returned without a Return Authorisation Code will NOT be accepted as validly returned goods. Once we have received the returned goods, we will either issue you with a replacement product or provide you with a refund.
You must mark the goods as “Returned Goods”. We will NOT be responsible for any customs charges or duties which are payable if the goods are not marked as “Returned Goods”. YOU MUST NOT DISPOSE OF ANY LENS(ES) YOU WISH TO RETURN.
We will not provide a refund or exchange if you make an incorrect order but will exchange the good if you make a mistake in your prescription provided the goods are unopened and in their original condition. In this event, you will be responsible for the cost of returning the goods to us (in accordance with the instructions set out above) and for the cost of shipping the new goods to you.
Should we make a mistake and sent you the wrong lenses or the lenses are deemed to be defective by the manufacturer, we will replace the lenses as soon as possible and pay for all return shipping charges or refund the full product price plus shipping charges.
Note that any refund or credit for shipping charges will be provided by way of a Store Credit.