Refund & Returns Policy

General Returns Policy (Off-the-Shelf Products)

We offer a 14-day return window for non-bespoke, off-the-shelf products. For online purchases, this starts from the date of delivery. After 14 days, unfortunately, we cannot offer a refund or exchange.

Once you notify us of your intention to return a product, it must be physically returned within 14 days, or the request will be cancelled.

To be eligible for a return, items must be:

• Unused and in original condition
• In original packaging
• Accompanied by proof of purchase

Non-Returnable Items Include:

• Eye drops, sprays, or contact lens solutions (even unopened)
• Used or damaged products not due to our error
• Any item returned after the 14-day period
• Opened eye vitamins (unopened may be returned)

Bespoke Eyewear Orders

At Glance Eyecare Ltd, we provide bespoke optical products (e.g., prescription glasses and lenses) tailored specifically to your clinical prescription and frame choice.

Please read this section carefully before placing your order.

Important Terms:

• All bespoke eyewear orders are final. Once an order has been placed and payment taken, it cannot be cancelled or refunded, as production begins immediately.
• Bespoke frames and lenses are made and adjusted specifically to your needs, making them non-refundable under the Consumer Regulations.
• A change of mind does not qualify for a refund.
• Once the lenses are cut or the frame adjusted/traced, the item cannot be reused or resold.

Exceptions – When We Will Replace Bespoke Items:

• If the glasses or lenses are not made to the signed prescription as issued by the clinician
• If the item arrives damaged or faulty
• If the product is not fit once collected, we will work to resolve the issue by altering the lens design or offering a suitable frame replacement

We strongly encourage you to ask any questions before confirming your order.

Refunds & Processing Fees

We strive to make our return process fair and efficient. However, to manage administrative costs, we apply a processing fee to customers making multiple returns on a single order. This fee will be clearly disclosed during the return request process and deducted from the final refund.

Approved refunds will be processed within 14 days of receiving and inspecting your returned item(s). Funds will be returned to your original method of payment.

Late or Missing Refunds

If you haven’t received your refund:

1. Check your bank account again
2. Contact your card provider or bank (processing times may vary)
3. If still unresolved, contact us at: hello@glanceeyecare.com

Exchanges (Defective or Damaged Items Only)

We only exchange products if they are defective or damaged upon arrival. Accidental damage is not covered.

To request an exchange, contact us by email, and return the item to:

Returns Department

Return Shipping

Customers are responsible for paying their own return shipping costs. These costs are non-refundable.

We recommend using a trackable shipping service or purchasing insurance for items over £50, as we cannot guarantee receipt of returned items.

Questions?

We’re here to help. If you have any questions before or after placing an order, please reach out:

Email: hello@glanceeyecare.com