Return
PRIVACY

At EyeCare Merry Hill, we take pride in delivering high-quality eyewear and providing personalised care to meet each patient’s vision needs. To maintain the highest standards of hygiene and service, we have implemented the following strict return and exchange policy. This policy applies to all purchases made in our store and ensures clarity and fairness to all patients.

1. All Sales Are Final
Finality of Sale: Once your order has been processed, and you have left our premises with your eyewear, the sale is considered final. By leaving the store with your glasses, you acknowledge that the product meets your requirements in terms of prescription accuracy, fit, and comfort.
Non-Negotiable: Due to the personalised nature of prescription eyewear, we do not offer refunds or returns under any circumstances once the product has been collected. All transactions are final, and no exceptions will be made.

2. Exchanges and In-Store Credit
Eligibility for Exchange: If you are not satisfied with your purchase for any reason, you may exchange your eyewear for another product, provided the following conditions are met:
In-Store Credit Only: We do not offer refunds in any form, including cash or credit card reversals. Instead, we provide in-store credit for the full value of your original purchase, valid for up to 1 year from the date of issue.
Time Frame: Exchanges must be initiated within 30 days of the original purchase. After this period, no exchanges will be accepted, and the sale is considered final.
Condition of Eyewear: The product being exchanged must be in its original condition, without any signs of wear or damage. Glasses that are scratched, broken, or otherwise damaged by the patient are not eligible for exchange.

Prescription Lenses: As prescription lenses are custom-made to your exact specifications, they are non-refundable and non-exchangeable once processed. However, in the event of a verified prescription error (as confirmed by our optometrist within 30 days of the original purchase), we will remake the lenses at no additional charge. The frame used in conjunction with such lenses must be the same as originally selected, unless otherwise advised by the optometrist.

3. Hygiene and Health Regulations
Personal and Healthcare Products: Glasses and prescription lenses are classified as healthcare and personal products. For hygiene reasons and in accordance with health and safety regulations, we cannot accept returns once the glasses have left the store. This policy ensures the protection of our patients, as we cannot resell or repurpose products that have been exposed to external environments.
Once you leave our store, we cannot guarantee the sanitary condition of the product, and therefore, no returns will be accepted under any circumstances, even if the product is unused or unworn.
  
4. Prescription Accuracy
Recheck of Prescription: If you experience discomfort or believe your prescription is incorrect, we offer a complimentary prescription recheck  within 30 days of the original purchase. If an adjustment is required, we will remake your lenses at no additional charge, provided the prescription has changed.
Non-Eligibility: This offer does not apply if the prescription was written by an external provider. We will not be responsible for errors in prescriptions provided by outside practitioners.

5. Warranty on Frames and Lenses
Manufacturer’s Warranty: Many of the frames and lenses we offer come with a manufacturer’s warranty valid unto 1 year that covers defects in materials and workmanship. This warranty does not cover damage caused by accidents, misuse, improper care, or general wear and tear.
If a manufacturer’s defect is identified within the warranty period, we will assist in replacing or repairing the product in accordance with the manufacturer’s terms.
Warranty Claims: Warranty claims must be accompanied by proof of purchase, and the product must be returned to us in its original case or packaging.

6. Adjustments and Aftercare
Free Adjustments: We are pleased to offer complimentary adjustments for the fit and comfort of your glasses within lifetime of your purchase. This includes realigning frames, tightening screws, or adjusting nose pads.
Adjustments will not extend or modify the original return or exchange window, and any damage caused after adjustments will void any exchange eligibility.
  
7. Non-Transferable
Non-Transferable Credits: In-store credit is issued to the original purchaser and is non-transferable. It cannot be redeemed for cash and must be used within 1 year from the issue date. Unused credit will expire, and no further claims can be made.

8. Contact Lenses
Special Policy for Contact Lenses: Unopened, sealed contact lenses in their original packaging may be exchanged for store credit within 30 days of purchase, provided they are in resalable condition. Opened or damaged boxes will not be accepted for exchange or refund. Prescription contact lenses are non-returnable once opened due to hygiene concerns.

By completing a purchase with EyeCare Merry Hill, you agree to abide by these terms and conditions. This policy ensures the health, safety, and satisfaction of all our patients. If you have any questions or need further assistance, please feel free to reach out to our team at [email protected] or 01384 882211

EyeCare Merry Hill