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Returns & Cancellations

Returns Policy and Cancellations

10. ITEMS RECEIVED IN A DAMAGED/DEFECTIVE STATE

10.1 You must carefully check all items once received for any damage in transit. If there is any damage or defect you must contact us within 48 hours of receiving goods to organize a return. Please notify us by email (returns@optiquevision.co.uk). You must advise in your email where the damage/defect is on your goods and include your order number.

10.2 All damaged/defective items must be posted for return within 5 working days of receiving a response notification to the email above.

10.3 All original packaging and contents must be included with the return. You must also include a copy of the return notification email we send you and the original invoice for the goods. Please ensure adequate packing and insurance is used to prevent damage to the item on the return to ourselves.

10.4 Once the item has been received and checked by our team we will ship the replacement item as soon as possible. We do not refund damaged items we only replace.

11. WRONG ITEMS DELIVERED

11.1 Please notify us by email (returns@optiquevision.co.uk) within 48 hours of receiving the incorrect item. Please include your order number and what item was delivered in error

11.2 All incorrect items must be posted for return within 5 working days of receiving a response notification to the email above.

11.3 All original packaging and contents must be included with the return. You must also include a copy of the return notification email we send you and the original invoice for the goods. Please ensure adequate packing and insurance is used to prevent damage to the item on the return to ourselves

11.4 Once the item has been received and checked by our team we will ship the correct item as soon as possible. We do not refund incorrectly shipped items we only replace them.

12. CUSTOM MADE GOODS (Glasses, Sunglasses, Goggles, Contact Lenses, Spare Parts)

12.1 We do not accept return of prescription items unless an error on our side has occurred (see above conditions section 10 and 11) as this is a custom produced item. Spare parts and sunglasses lenses are non-refundable and non-returnable.

13. UNWANTED GOODS

13.1 Please notify us by email (returns@optiquevision.co.uk) within 7 days. You must advise in your email the reason for your return. We will send a return notification email to you (this must be included with the return)

13.2 The item must be posted back within 2 working days of receiving the return notification email.

13.3 All original packing,contents and invoice must be included with the return.

13.4 You are responsible to ensure adequeate insurance is taken out with sufficient packaging to ensure item is received back to us in a undamaged state.

13.5 Once received out team will inspect the item, if not damage to item then a refund will be issued under the following terms.

20% of goods price + 5 administration fee + Postage incurred by us.

14 REFUND ON POSTAL COSTS
14.1 Only goods returned under the conditions of section 10 and 11 listed above will be eligible for a postal refund up to the cost of 1st class recorded delivery or 2.10 (which ever is greater).

15. CANCELLATIONS

15.1 Cancellation requests to be made via email orders@optiquevision.co.uk, please include your order number in the email.

15.2 Prescription items when you confirm you prescription to us we would class you a item as custom made and as such no cancellation is available.

15.3 If we are unable to supply your item within 4 weeks of ordering you may cancel your order and receive a full refund as long as the item has not been dispatched to you, unless section 15.2 applies

15.4 If you wish to cancel you order before this 4 week period has expired you will be charged a 5 administration fee, the remaining amount will then be refunded as long as the item has not been despatched to you, unless section 15.2 applies

15.5 Once the goods have been despatched cancellation will no longer be available and sections 10, 11, 12 and 13 will come into effect.

16. RETURN ADDRESS

Returns Department,

Order Number:

Optique Vision,

6 High Street,

Exchange Arcade,

Nottingham

NG1 2ET


17. CONTACT DETAILS

If you have any questions or problems regarding this order, please contact us:
Telephone (UK): 0115 9501499
Telephone: +44 115 9501499
E-mail: returns@optiquevision.co.uk

18. REPAIRS AND REGLAZES

Reglazing, repairing or adjusting an old frame or a frame bought from elsewhere can occasional cause damage or breakages in the frame. There are no guarantees offered in this case and the customer must accept that reglazes/ repairs/ adjustments are done at the customers own risk if damage or loss occurs.