Refunds, Returns & Exchange Policy — www.thelondonlensco.com and The London Lens Company Opticians

Prescription Glasses & Bespoke Eyewear

Prescription glasses and bespoke eyewear are custom-made medical devices.
As such, they are non-refundable unless faulty.

If clinically required, we offer a 30-day non-tolerance guarantee, which includes:

• One complimentary re-test with the Optometrist

• A remake if the prescription or lens measurements require adjustment

Frame changes are not included unless clinically necessary.
Aesthetic preference or change of mind is not a valid reason for return once lenses have been made.

Frames Only (no prescription lenses fitted)

• Frames Only (no prescription lenses fitted)
  14-day exchange only.

  Frames must be:

  • Unused

  • Unadjusted

  • In perfect condition with all packaging

  Returns or exchanges cannot be accepted due to change of mind, style preference, or dislike of frame colour/appearance once the frame has been worn, adjusted, or taken out of the practice.

Contact Lenses – In-Practice Purchases

For safety and hygiene reasons:

• Opened boxes cannot be returned.

• Unopened boxes are non-refundable, unless:

  • the lenses are faulty, or

  • the patient is on a subscription plan and their prescription changed following a recent eye test or contact lens aftercare appointment at our practice (see subscription rules below).

Subscription Patients – Contact Lenses

(Unopened boxes only)

• Exchange permitted only if the prescription has changed following an eye test or contact lens aftercare appointment at our practice.

• In this case, manufacturers require all lenses to be returned within 90 days of the original shipment date.

• Therefore, we can only exchange unopened boxes within 90 days of shipment.

• Opened boxes cannot be returned under any circumstances.

Online Contact Lens Orders (Distance Selling Regulations)

For unopened, sealed boxes only:

• 14-day return window from receipt.

• Postage costs are non-refundable.

• Opened boxes cannot be returned.

• Returns must be in resaleable condition.

Faulty Items

• Faulty frames, lenses or products will be assessed in practice.

• If confirmed faulty, a repair, exchange, or refund will be offered in accordance with the Consumer Rights Act.

If unsure

We encourage patients to speak to our team — we are always happy to help.