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These Terms & Conditions apply to all goods and services supplied by The London Lens Company Opticians. By booking an appointment or purchasing products (in practice or online), you agree to these terms.
Clinical care is provided by GOC-registered professionals.
We may decline to provide products if clinically inappropriate.
Patients must provide accurate medical and ocular history.
Prescription eyewear is custom-made and therefore non-refundable unless faulty.
A 30-day non-tolerance guarantee applies:
If the prescription requires adjustment, we will provide a complimentary remake.
Frame changes are not included unless clinically required.
We cannot remake glasses due to preference changes (e.g., frame colour or style).
14-day exchange only for frames in perfect, unused condition.
Must include all accessories and packaging.
Opened boxes cannot be returned.
Unopened boxes are non-refundable unless faulty.
Subscription patients may exchange unopened boxes within 90 days of shipment if their prescription changes following an eye test at our practice.
Lenses can only be exchanged within the manufacturer’s 90-day returns window.
Older stock cannot be returned or exchanged under any circumstances.
Opened boxes are strictly non-returnable.
Unopened lenses may be returned within 14 days under the Distance Selling Regulations.
Opened boxes cannot be returned.
Return postage costs are non-refundable.
If a product is faulty, we will inspect it in practice.
If confirmed, the item will be repaired, replaced, or refunded in accordance with the Consumer Rights Act.
We request 24 hours’ notice for cancellations.
Repeated no-shows may result in fees or refusal of future appointments.
Payment must be made at the time of order unless otherwise agreed.
Direct debit plans must remain active for subscription services to continue.
We comply fully with GDPR.
Your data is stored securely and used only for clinical care, reminders, or product fulfilment.
We do not sell or share patient data with third parties.
We aim to resolve all issues quickly and fairly.
Please contact us at: contact@thelondonlensco.com