Returns & Refund Policy

Order Amendment/Cancellation

If a customer wishes to amend or cancel an order prior to receipt, they may do so within 7 days by contacting customer services.  If a customer wishes to amend or cancel their order following receipt please contact customer services to discuss whether this is possible due to the nature of the goods.  Once the customer has discussed the amendment or cancellation with a member of our team they must download and complete the returns form clearly stating the reason for the amendment or cancellation and whether they require an exchange or refund.

Returning Item(s) for Refund/Exchange 

Once the customer has contacted customer services and downloaded and completed the returns form they must return any unwanted/faulty goods to the address below in their original packaging (where possible) within 14 days of receipt.  A refund or exchange will only be processed if the items are in their original and resaleable condition.

Any postage costs for returning goods will be covered by the customer unless the item was received incorrectly or has a manufacturing fault.

Please return unwanted/exchangable goods to the address below:

MyGlassesGuru.co.uk

8 Angel Lane

Penrith

Cumbria

CA11 7BP

United Kingdom

Refunds

Due to the customised nature of prescription spectacles we are only able to refund the price of the frame, excluding any delivery charges and prescription lenses.

Refunds will be credited to the customers' original method of payment.

Please allow 7 days from the receipt of the goods by MyGlassesGuru for the refund to be processed.

We will contact the customer by email to inform them we have received the goods and that a refund is being processed.

The customer is responsible for ensuring the goods arrive at MyGlassesGuru in a saleable condition.

Exclusions

Gift vouchers are not able to be exchanged or refunded.

Return delivery charges will not be refunded unless the goods were sent in error or were received by the customer with a manufacturing fault.

Any additional cost for prescription lenses will not be refunded

Please Note:

Any damage to the product after 14 days from delivery, such as wear and tear or mistreatment, is not the responsibility of MyGlassesGuru, and the company is not responsible for any claims. The frames supplied by the company are covered by warranty but this does not cover scratches, wear and tear or mistreatment. Lenses with scratches are not covered by warranty.


If you have any queries please contact us by phone on 01697 475848 or email at customerservices@myglassesguru.co.uk    

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