Returns and refunds policy.

1. Introduction

This Returns & Refunds Policy explains how we handle returns, exchanges and refunds for products and services purchased from Frances Liddle Independent Opticians.

Our goal is always to ensure you are happy with your eyewear and the care you receive.

2. Prescription Glasses & Custom Lenses

Prescription spectacles and lenses are custom-made to your personal prescription and measurements.
For this reason, they are non-refundable unless one of the following applies:

  • The product is faulty

  • The product was supplied incorrectly

  • A clinical issue requires a change within our aftercare period

If you experience any difficulty with your new glasses, please contact us so we can make adjustments or resolve the issue.

3. Frame Changes

If you change your mind about the frame after the lenses have already been ordered or made, additional charges may apply to remake the lenses.

We will always discuss the options with you before proceeding.

4. Non-Prescription Products

The following items can be returned within 14 days of purchase, provided they are unused and in their original packaging:

  • Non-prescription sunglasses

  • Accessories (cases, cloths, dry eye products, etc.)

  • Ready-made items

Proof of purchase is required.

5. Contact Lenses

Contact lenses can be returned or exchanged only if:

  • The boxes are unopened,

  • Packaging is undamaged, and

  • The lenses are within their expiry date

Custom or made-to-order contact lenses are non-refundable unless faulty.

Contact lens service fees or aftercare fees are non-refundable.

6. Professional Services (Eye Exams, OCT, etc.)

Fees for services such as:

  • Private eye examinations

  • OCT/retinal imaging

  • Contact lens fittings or aftercare

  • Referrals and clinical assessments

are non-refundable once the appointment has taken place, as the service has already been provided.

7. Faulty or Incorrect Products

If your product is faulty, damaged, or supplied incorrectly, we will repair, replace or refund it in accordance with the Consumer Rights Act 2015.

Please notify us as soon as possible so we can resolve the issue.

8. Timeframes

  • Faulty goods: please contact us as soon as you notice the issue.

  • Eligible returns: must be made within 14 days of purchase.

  • Refunds (where applicable) will be processed within 7–10 working days.