RETURNS & REFUNDS POLICY

Returns & Refunds Policy

Last updated: 24 July 2025

1. Overview

At Optica Focalis, we want you to be completely satisfied with your purchase. This policy outlines your rights regarding returns and refunds for products purchased from opticafocallis.com.

2. Your Legal Rights (UK Consumer Rights)

Under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, you have the following rights:

  • 14-day cooling-off period: Cancel your order within 14 days of receipt
  • 30-day right to reject: Return faulty goods within 30 days for a full refund
  • 6-month guarantee: Goods must be of satisfactory quality for at least 6 months

3. Returns Eligibility

3.1 Standard Returns (Change of Mind)

Timeframe: 14 days from delivery
Condition: Items must be:

  • Unworn and unused
  • In original packaging with all tags attached
  • With all accessories and documentation
  • Free from damage, marks, or alterations

3.2 Prescription Eyewear

Custom-made items: Prescription glasses and customised products cannot be returned unless:

  • They are faulty or damaged
  • They do not match the prescription provided
  • There was an error in manufacturing

3.3 Hygiene-Sensitive Items

For health and hygiene reasons, the following cannot be returned if unsealed:

  • Contact lenses
  • Eye care solutions once opened
  • Items that come into direct contact with eyes

4. How to Return an Item

Step 1: Initiate Return

Contact us within 14 days of receiving your order:
Email: returns@opticafocallis.com
Phone: +44 1544 599385
Include your order number and reason for return.

Step 2: Receive Return Authorisation

We will provide you with:

  • Return Merchandise Authorisation (RMA) number
  • Return shipping instructions
  • Prepaid return label (for faulty items)

Step 3: Package Items Securely

  • Use original packaging if possible
  • Include all accessories and documentation
  • Attach RMA number to package

Step 4: Ship Items

Return items within 14 days of receiving RMA number to:
Optica Focalis Returns Department
61 Bridge Street
Kington, Herefordshire
HR5 3DJ
United Kingdom

5. Return Shipping Costs

  • Faulty/Incorrect Items: We cover all return shipping costs
  • Change of Mind: Customer pays return shipping
  • International Returns: Customer responsible for customs/duties

6. Refund Process

6.1 Inspection Period

Once we receive your return, we will inspect it within 5 business days and notify you of the refund status.

6.2 Refund Timeline

  • Approved refunds: Processed within 14 days of receipt
  • Payment method: Refunded to original payment method
  • Bank processing: Allow 3-5 business days for funds to appear

6.3 Partial Refunds

May apply for:

  • Items returned after 14 days
  • Items not in original condition
  • Missing accessories or packaging

7. Exchanges

We recommend returning the item for a refund and placing a new order. This ensures:

  • Fastest processing time
  • Current pricing and availability
  • Accurate prescription verification

8. Damaged or Faulty Items

If you receive damaged or faulty items:

  1. Take photos of the damage/fault
  2. Contact us within 48 hours of delivery
  3. We will arrange collection at no cost
  4. Choose between replacement or full refund

9. Non-Returnable Items

  • Gift cards
  • Downloadable products
  • Personalised/engraved items (unless faulty)
  • Items marked as "Final Sale"

10. Warranty Claims

Manufacturer warranties may apply beyond our return period. Contact us for warranty assistance:
Email: warranty@opticafocallis.com

11. International Returns

International customers are responsible for:

  • Return shipping costs
  • Any customs duties or taxes
  • Declaring accurate customs value

12. Contact Us

For questions about returns and refunds:
Email: returns@opticafocallis.com
Phone: +44 1544 599385
Hours: Monday-Friday, 9:00 AM - 5:00 PM GMT
Address: 61 Bridge Street, Kington, Herefordshire, HR5 3DJ, United Kingdom