Returns & Refunds Policy

We want you to be completely satisfied with your purchase. If you’re not, we’re here to help.

Return Eligibility

  • Eligible for Return
  • Unopened products in original sealed packaging
  • Products received in damaged condition (photo evidence required)
  • Incorrect products delivered (wrong item, variant, or quantity)
  • Products with manufacturing defects
  • Products within 30 days of delivery date
  • Expired products received (batch number verification required)
  • Eligible for Return
  • Opened or used eye drop bottles (for hygiene reasons)
  • Products without original packaging or seals
  • Products damaged due to misuse or improper storage
  • Free gifts, samples, or promotional items
  • Products purchased more than 30 days ago
  • Products with tampered batch numbers or labels

1. 28-Day Returns Policy

Our return period is 28 days from the date of purchase.

If 28 days have passed since your purchase, unfortunately, we are unable to offer you a refund or exchange.

To be eligible for a return:

  • The item must be unused
  • The item must be in the same condition as received
  • The item must be in its original, unopened packaging
  • The item must not be damaged or missing parts (unless due to our error)

Returns received outside the 28-day period will not be processed.

2. Items Exempt from Return

For hygiene and safety reasons, the following items cannot be returned:

  • Opened bottles of solutions
  • Opened eye drops
  • Contact lens removers
  • Sale items sold with short expiry dates
  • Any item not in its original sealed condition

These restrictions are in place to protect customer health and product integrity.

3. Return to Sender by Courier

Couriers (including Royal Mail) charge for returning items to the sender. The cost of this varies depending on the courier and may range from:

  • £5 (Royal Mail)
  • Up to £25 (Express couriers)

If an item is returned to us by the courier due to any of the following reasons, we reserve the right to deduct from your refund:

  • The re-delivery charge
  • The original outgoing postage charge paid by you
  • A standard £3.95 shipping charge (if your order qualified for free delivery)

Situations Where Deductions May Apply

Deductions may apply where items are returned due to:

  • Undelivered items not collected within the holding period
  • No redelivery arranged
  • Incorrect or incomplete delivery address
  • Recipient moved away
  • Recipient refused delivery

These charges reflect the actual costs incurred by us.

4. How to Initiate a Return

To complete your return:

  • You must contact us first
  • Obtain a returns number
  • Include your order number or original delivery note inside the parcel

You can contact us at:

???? [email protected]
???? [email protected]
???? +44 (0)1753 318 000

Returns sent without prior contact may delay processing.

5. Return Address

Please send returns to:

Eyecare Shop
Ryehurts Barn Offices
Ryehurts Lane
Bracknell
RG42 5QZ
United Kingdom

Please email us on the day the parcel is sent so we can monitor its arrival.

6. Return Shipping Costs

  • Customers are responsible for return postage costs.
  • Shipping costs are non-refundable.
  • We strongly recommend using a tracked service such as Royal Mail Tracked 48.
  • Please obtain proof of postage.

We are not responsible for returned items lost in transit.

Return postage costs will only be reimbursed if:

  • The item is faulty, or
  • We made an error and sent the wrong item.

7. Refund Processing

Once your return is received and inspected:

  • You will receive an email confirmation.
  • We will notify you whether your refund has been approved or rejected.

If approved:

  • Your refund will be processed to your original method of payment.
  • Funds may take several working days to appear depending on your bank or card provider.

8. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again.
  2. Contact your credit card provider.
  3. Contact your bank (processing times may vary).

If you have completed these steps and still have not received your refund, please contact:

???? [email protected]

9. Sale Items

Only regular-priced items may be refunded.

Sale items and promotional items cannot be refunded unless faulty.

10. Exchanges

We only replace items if they are:

  • Defective
  • Damaged

If you require an exchange for the same item, please contact:

???? [email protected]

Exchanges are subject to stock availability.

11. Shipping Deduction if Order Value Falls Below Threshold

If returning items causes your original order total to fall below £25, the cost of the original shipping may be deducted from your refund.

12. Condition of Returned Goods

We will not process a refund if:

  • The item is not in original condition
  • The item is damaged (unless due to our error)
  • Parts are missing
  • The return is outside the 28-day window

All returns are inspected upon arrival.