Dispensing & Returns Policy
At Clarity Optical Group Ltd, we want you to be happy with your new spectacles and the service you receive from us.
This policy explains what happens after you order spectacles from us, including cancellations, problems adapting to new glasses, repairs, remakes, faulty spectacles and refunds.
Spectacle Orders
Our prescription spectacles and lenses are individually supplied to meet your prescription and chosen frame and lens requirements.
Before placing your order, we will explain the recommended prescription and lens options, along with any charges you will need to pay.
We will only place your order once you have agreed to proceed.
Cancellations and changing your mind
Because prescription spectacles and lenses are made or supplied to your individual prescription and requirements, your right to cancel may be limited once an order has been placed or manufacture has begun.
If you change your mind after placing an order, please contact us as soon as possible. We will let you know whether the order can still be cancelled.
This does not affect your statutory rights if your spectacles are faulty, not as described or otherwise do not meet the requirements of applicable consumer law.
Adapting to your new spectacles
It can sometimes take a little time to become accustomed to a new prescription, frame or type of lens.
If you are having difficulty with your new spectacles, please contact us as soon as possible. We will discuss the problem with you and, where appropriate, arrange an adjustment, dispensing review or further clinical review.
We ask that concerns about adapting to new spectacles are reported within 60 days of receiving them wherever possible.
If you are having difficulty with your new glasses
If you are unable to adapt comfortably to your new spectacles, we will investigate the reason and work with you to find an appropriate solution.
Depending on the circumstances, this may include:
Adjusting your frame
Reviewing the fit and dispensing measurements
Reviewing your prescription where appropriate
Remaking the lenses
Replacing the spectacles
Please contact us within 60 days of receiving your spectacles if you are experiencing difficulties.
Our 60-day period for adaptation and non-tolerance concerns is part of our aftercare service and does not limit your statutory rights in relation to faulty goods.
Remakes
If we identify a genuine clinical, dispensing, manufacturing or quality issue with your spectacles, we will determine the most appropriate way to resolve it.
This may include adjusting, repairing, remaking or replacing your spectacles.
Where possible, please raise any concerns requiring a remake within 60 days of receiving your spectacles.
This timeframe does not affect any statutory rights you may have in relation to faulty goods.
Faulty spectacles
If you believe there is a fault with your spectacles, please contact us as soon as possible so that we can assess the problem.
Depending on the circumstances, we may arrange:
A repair
A replacement
A remake
Another appropriate remedy
Our own manufacturing defect support applies for 12 months from delivery.
This does not limit any rights or remedies you may have under consumer law.
Normal wear and tear, accidental damage, misuse and loss are not considered manufacturing defects.
Damaged or lost spectacles
If your spectacles are accidentally damaged or lost, please contact us and we will discuss the options available.
Depending on the circumstances, we may be able to arrange a repair or replacement. Charges may apply.
Refunds
As prescription spectacles and lenses are made or supplied to meet your individual requirements, refunds are not automatically available simply because you change your mind.
If you have a problem with your spectacles, please contact us first so that we have the opportunity to investigate and resolve the issue.
Depending on the circumstances, this may include:
An adjustment
A repair
A dispensing or clinical review
A remake
A replacement
A refund where appropriate
Our voluntary refund requests should normally be made within 60 days of receiving your spectacles and will be considered according to the individual circumstances.
This does not restrict your statutory rights. Where goods are faulty, not as described or otherwise do not meet the requirements of consumer law, the remedies available to you will be determined by your statutory rights.
NHS-funded spectacles and vouchers
If an NHS optical voucher has been used towards the cost of your spectacles, any remake, replacement, repair or refund will also need to take account of the applicable NHS requirements.
We will explain what this means for you if a problem arises with your spectacles.
Your responsibilities
To help us provide the best possible service, we ask that you:
Provide accurate information during your eye examination and spectacle dispensing
Let us know about any problems with your spectacles as soon as possible
Follow any advice provided about adapting to your new prescription or lenses
Take reasonable care of your spectacles
Your statutory rights
Nothing in this policy affects your statutory rights.
Where spectacles are faulty, not as described, not fit for purpose or otherwise do not meet applicable legal requirements, you may be entitled to remedies under the Consumer Rights Act 2015 and other applicable consumer protection legislation.
The 60-day periods referred to in this policy relate to Clarity Optical Group Ltd's own aftercare arrangements for matters such as adaptation and non-tolerance. They do not replace or restrict your statutory rights.
Contact Us
If you have any concerns about your spectacles, please contact us as soon as possible. We will be happy to discuss the problem and advise you on the next steps.
Phone: 0114 299 1421