Returns & Refunds Policy
At [Your Brand Name], we want you to be confident in every purchase. If something isn’t right, we aim to make the process of returning or refunding as clear and fair as possible.
This policy is designed to comply with UK consumer rights legislation, including the Consumer Contracts Regulations.
Your Right to Cancel (UK Customers)
If you change your mind, you have the legal right to cancel your order within 14 days of receiving it.
To be eligible for a return under this cooling-off period:
- The item must be unused and in the same condition you received it
- It must be returned in its original packaging where reasonably possible
- You must notify us within 14 days of receiving your order
Once you notify us, you then have a further 14 days to return the goods.
Refunds
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.
If approved:
- Refunds will be processed to your original payment method
- Please allow 5–10 working days for the refund to appear, depending on your bank or payment provider
Original delivery charges (if applicable) are non-refundable unless the item is faulty or incorrect.
Faulty or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with clear photos of the issue.
Where a fault is confirmed, you will be offered one of the following:
- A replacement item
- A full refund
- A partial refund (if agreed as a fair resolution)
We will also cover return shipping costs for confirmed faulty or incorrect items.
Non-Returnable Items
For hygiene and safety reasons, certain items may not be eligible for return if opened or used. This includes:
- Items showing clear signs of wear or use
- Products not in original condition without valid fault
- Items returned outside the 14-day cancellation window
We reserve the right to refuse refunds where items are not returned in a resellable condition unless faulty.
Exchanges
We currently handle exchanges as a return and re-order process. If you need a different style, size, or lens type, simply return your item for a refund and place a new order.
Return Process
To start a return:
- Contact our support team with your order number
- We will provide return instructions and the return address
- Package your item securely to prevent damage in transit
- Send your item back using a tracked service (recommended)
We cannot be held responsible for items lost in return transit without tracking.
Refund Timeframes
- Inspection period: 1–3 working days after receipt
- Refund processing: 3–10 working days depending on provider
We aim to resolve all returns as quickly as possible.
Our Approach
We are a product-focused brand built on trust and practicality. If there is a genuine issue, we will always work toward a fair resolution.
However, we also expect customers to use the return system responsibly and in line with UK consumer law.