Refund policy

 Return & Exchange Policy


At Veinoptician, we are dedicated to ensuring you receive premium quality eyewear at an affordable price. To ensure a seamless and satisfying shopping experience, and in full compliance with the UK **Consumer Rights Act 2015**, the **Digital Markets, Competition and Consumers Act 2024 (DMCC)**, and core **EU Consumer Protection Directives**, our comprehensive policy regarding returns, exchanges, and custom prescription eyewear is outlined below.

1. Sunglasses Returns


If you are not entirely satisfied with your sunglasses, we are happy to accept returns for eligible sunglasses and accessories, provided they meet the following conditions:
 

  •  **Condition:** Items must be in perfect, unworn condition, with all original tags, protective materials, and packaging intact. The product must be in a resalable condition.

  •  **Timeframe:** Returns must be initiated within **15 days** from the day after you receive your order.

  •  **Process:** Please contact our Customer Service team via email to obtain the return address and instructions. Once you receive our return confirmation email, you must dispatch the items back to us within **15 days**.

  • **Please Note:** Missing glasses cases or cleaning cloths may result in a deduction from your refund amount. Please pack your return securely to avoid any damage in transit, which could affect your refund.


 Return Shipping Costs


  •  **Defective/Incorrect Items:** If you are returning or exchanging an item due to a quality issue, we will cover the cost of standard return shipping. Customers will be provided with a prepaid return label. If you choose an upgraded/expedited shipping method (e.g., Express Mail) that exceeds standard rates, you will be responsible for the price difference

  •  **Change of Mind/Personal Preference:** If you are returning an item because you do not like it or it does not fit, **we will cover only 50% of the standard shipping return fee**. The remaining 50% will be deducted from your final refund amount. (Note: This partial-postage deduction applies strictly to sunglasses and excludes optical custom/prescription eyewear).

Need to return an optical or prescription order? Please see our dedicated policy below.


2.Custom & Prescription Eyewear Policy

 

We understand that even custom-tailored eyewear may not always fit or feel exactly as expected upon arrival. Please contact us immediately upon receiving your glasses, and we will do everything we can to assist you until you are completely satisfied.
In accordance with the UK **Consumer Rights Act 2015**, the **DMCC Act 2024**, and **EU Consumer Protection Laws**, **customized products, including optical lenses and prescription eyewear, are legally exempt from the standard cooling-off (right to cancel) period.**


### Custom Prescription Eyewear Terms


Given the bespoke nature of prescription lenses, **we cannot accept returns or exchanges if you simply change your mind, provided an incorrect prescription, or dislike how they look on you.**
However, we value your satisfaction. In these circumstances, we offer the following options:


  •  **Goodwill Gesture:** We will issue you a **€20 voucher** towards your next purchase.

  •  **Insisted Returns:** If you still insist on a return, a deduction fee will be applied to your refund to cover the loss of the custom lenses and shipping costs.
    ### Exceptions (Faulty or Incorrect Items)
    If your glasses are defective, damaged in transit, or do not match the prescription provided by your optometrist, we will provide a **free remake or a full refund**.

  •  **Requirement:** Please contact us within **15 days** of receiving your order and provide relevant proof (e.g., clear photos of the defect).
  •  > To return your prescription eyewear or for any inquiries, please contact our **"Eyewear Concierge Service"** at **service@veinoptician.com** for personalized assistance.> 

 

3. Prescription Accuracy Guarantee


Your visual clarity is our top priority. If your lenses do not match the prescription you provided, or if there is a manufacturing defect, we will replace the lenses free of charge.

  •  * Please contact us within **15 days** of receiving your order, providing specific details regarding your vision experience. Our customer service team will guide you step-by-step through the replacement process.


 4. Exchange Policy


We are pleased to offer exchange services for eligible orders, provided the request is submitted within **15 days** of the delivery date. If you are unsatisfied or the item is unsuitable, please contact us for personalized exchange assistance.

Exchange Rules:

 1. **Manufacturing/Prescription Errors:** If the lenses do not match your provided prescription or have a manufacturing defect, we will remake the lenses **once completely free of charge**.

  •  2. **Change of Mind (Prescription/Optical Eyewear):** Because prescription and custom optical eyewear cannot be resold, **exchanges for non-quality issues are not permitted**. We appreciate your understanding. If you do not like the frame style, please initiate a standard return for the frame (if applicable) and place a new order for your preferred style.
  •  3. **Damaged/Used Items:** Lenses that have been used or damaged due to reasons unrelated to manufacturing quality do not qualify for an exchange.
  •  4. **Customer Errors:** Issues arising from personal errors (such as inaccurate prescription measurements or incorrect Pupillary Distance (PD) provided by the customer) are **not** eligible for free exchanges. A lens remake fee will apply if you need the lenses corrected.
  •  5. **Special Prescriptions:** Custom or complex prescriptions (not covered under our standard lens options) are non-exchangeable unless a manufacturing quality issue is present.

5. Exclusions (Non-Returnable Items)

The following terms apply strictly across all product categories:

  •  **Final Sale:** Sample items and products explicitly designated as "Final Sale" are strictly ineligible for returns, refunds, or exchanges.
  • **Signs of Wear:** Any items showing signs of wear, usage, or alteration will not qualify for a return, refund, exchange, or store credit.
  • **Ineligible Returns:** If an item is returned to us that does not meet our return criteria, it will be sent back to you in its original condition without a refund.
    ## 6. Return Processing & Refunds
  •  **Inspection Period:** Once your return arrives at our facility, please allow up to **14 working days** for our team to inspect and process your items.
  •  **Notification:** Upon successful completion of your return, you will receive a personal confirmation email notifying you that your refund, exchange, or store credit has been issued.
  •  **Refund Timelines:** Please note that financial institutions may require additional time to credit funds back to your account. In most cases, funds will appear in your account within **3 to 7 working days** after you receive our refund confirmation email.