We do our absolute best to give you the best possible service, all the time.

But let’s face it, occasionally things go wrong. Our view is that if you are not 100% happy then we’re not trying hard enough, and we will do whatever it takes to sort it out.

In particular:

• If you get a pair of glasses from us and you decide you hate the style of them, come back within three months and we’ll swap them for another pair of similar value, free.
• If you get a pair of glasses from us and there is some manufacturing fault with them, come back within 12 months and we’ll replace them free.
• If you get a pair of graduated lenses and can’t get used to them, come back within three months and we’ll convert them to bifocals, free.
• If you get a contact lens that’s faulty, we’ll replace that for free as well.

Please note that this does not apply to accidental damage. We occasionally have someone bring back a pair of glasses that has been trodden on or run over by a car, and they try to tell us that the glasses were faulty.  We’re sorry, but if you break your glasses because you sat on them, or if you ripped a contact lens because you were a bit rough taking it out, we’re not going to give you a free replacement.

If you’ve got a problem, then we want to hear about it and we want to fix it.