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Online Returns Policy

The cooling-off period, also known as the right of withdrawal, is two weeks for distance and off-premises contracts. 

An off-premises contract is defined as a contractual agreement between a provider and a customer which takes place in person and off the regular business premises. This could be for example a customer's home during a domiciliary appointment or an event taking place at a separate venue

Distance contracts are defined as contracts concluded over other mediums such as the internet or the telephone.

This came into force 1 October 2015 and was designed to modernise consumer rights to take into account the increasing use of off-premises and distance sales contracts. The aim is that a customer should enjoy equivalent consumer rights when, for example, ordering contact lenses in their own home as ordering them in an optical practice.

It's important to note that spectacles and other prescription medical devices are exempt from the cooling-off period. This is because prescription spectacles are considered a personalised product and are therefore exempt.

You can return any other non bespoke product purchased from us online provided they do not contain a bespoke element or bespoke workmanship. Bespoke products include the total cost of full prescription or plano lens glasses and reframes (own lenses cut and fitted into our new frames) and prescription or plano no prescription lenses (cut into your own frames as a bespoke service) and bespoke lens tints.


Faults/Defects  - If unusually the products we supply you online arrive not as described or defective on receipt you should let us know immediately in writing and not use them. (when buying in-store you should check your glasses for fit and vision and for minor defects before leaving store). If you find a fault or any defect please contact us and obtain a returns number, then send the item back to us at your own expense (or bring the item back to store yourself). We will then replace or repair the product/s once we receive them. We recommend signed for return postage as you are liable for the products in transit and their safe keeping. Until they reach us no repair or replacement can be made. Please note, we cannot be responsible for misuse, accidental damage or wear and tear to the products we supply and this does not constitute reason for return. This returns policy does not affect your statutory rights. Send items back to us at Ilkeston Factory Specs, 135 Lower Bath Street, Ilkeston, Derbyshire, UK, DE78AS.

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