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REFUNDS AND RETURNS POLICY

Darlington Opticians Merthyr Tydfil & Tredegar

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Our Commitment

We want every patient and customer to be satisfied with the products and services they receive from Darlington Opticians. This Refunds & Returns Policy explains how returns, exchanges, and refunds work for glasses, lenses, contact lenses, and other products purchased from our practice or through our website.

This policy is based on UK consumer law and our existing Terms & Conditions of Sale, which state that certain products cannot be returned once opened or personalised.

Returns for Glasses, Frames & Prescription Lenses

Prescription Glasses

Because prescription lenses are custom‑made to your individual prescription, they cannot be refunded once manufactured. However, we will:

  • Correct any dispensing or manufacturing errors at no cost

  • Replace faulty frames or lenses

  • Adjust or repair glasses where possible

  • Work with you to resolve comfort or vision issues

Frames (Non‑Prescription)

You may return unused, unworn frames within 14 days for a refund or exchange, provided:

  • They are in original condition

  • Packaging and accessories are included

  • Proof of purchase is provided

Contact Lenses

Unopened Boxes

You may return unopened, sealed boxes of contact lenses within 14 days.

Opened Boxes

For hygiene and safety reasons, opened or unsealed contact lenses cannot be returned, in line with UK consumer law and your Terms of Sale, which state that unsealed contact lenses are excluded from cancellation rights.

Faulty Lenses

If lenses are faulty, damaged, or defective, we will replace them or provide a refund.

Sunglasses & Non‑Prescription Products

Non‑Prescription Sunglasses

You may return sunglasses within 14 days if:

  • They are unused

  • Packaging and accessories are intact

  • Proof of purchase is provided

Accessories & Non‑Prescription Items

Returns are accepted within 14 days, unless the item is:

  • Customised

  • Damaged after purchase

  • Used or worn

Online Orders

For online purchases:

  • You may cancel your order within 14 days of receiving the item

  • Items must be returned in original condition

  • Refunds are processed within 14 days of receiving the returned item

  • Delivery charges may not be refunded unless the item is faulty

Your Terms of Sale confirm that refunds are usually processed using the same payment method and within 30 days of cancellation.

Items That Cannot Be Returned

The following items cannot be returned unless faulty:

  • Custom‑made prescription lenses

  • Opened or unsealed contact lenses

  • Products damaged after purchase

  • Personalised or special‑order items

  • Items that cannot be returned for hygiene reasons

These exclusions reflect your Terms of Sale, which state that personalised goods and unsealed contact lenses are not eligible for cancellation.

Faulty or Damaged Items

If a product is faulty, damaged, or not as described, we will:

  • Repair it

  • Replace it

  • Offer a refund

We will also reimburse reasonable return postage costs for faulty items, consistent with your Terms of Sale.

How to Return an Item

You can return items by:

  • Bringing them to either practice

  • Posting them to: Darlington Opticians, 66 High Street, Merthyr Tydfil, CF47 8AE

  • Contacting us for advice before returning

Please include:

  • Your name

  • Contact details

  • Proof of purchase

  • Reason for return

Need Help?

If you have any questions about returns or refunds, please contact us:

Email: paul@darlingtonopticians.co.uk Telephone Merthyr Tydfil: 01685 723785 or Tredegar: 01495 722874

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