Refund policy


  • Returns and Refunds Policy

    At Quality Eyes, we strive to provide you with the highest quality contact lenses and exceptional customer service. We understand that sometimes situations may arise where you need to return or exchange a product. Please carefully read and understand our Returns and Refunds Policy outlined below:

    1. Returns Eligibility:

    You may be eligible for a return or exchange if:

    • The product you received is damaged, defective, or different from the one you ordered.
    • You have received expired contact lenses.
    • You have received the incorrect prescription or product.

    2. Timeframe for Returns:

    You must initiate a return or exchange request within 60 days from the date of delivery. After this period, we may not be able to process your request.

    3. Return Process:

    To initiate a return or exchange, please follow these steps:

    • Contact our Customer Service team at info@qualityeyes.com or call us on 0207 856 0586.
    • Provide your order number, the reason for the return, and any relevant supporting information or images.
    • Our Customer Service team will guide you through the return process.
    • Package the product securely in its original packaging or a similar protective packaging to prevent damage during transit.
    • Clearly write the original order number on the outside of the package.
    • Ship the package to the addressĀ Quality Eyes Returns, 340 Hook Road, Chessington, KT9 1NU.

    4. Refund and Exchange Process:

    Upon receiving and inspecting the returned item, we will process your refund or exchange as follows:

    • If eligible, refunds will be issued to the original payment method used during purchase.
    • Exchanges will be processed, and the replacement product will be shipped to you.

    5. Non-Eligible Returns:

    The following situations may result in your return request being denied:

    • Opened or used products, unless they are damaged or defective.
    • Returns requested after the 60-day return window.
    • Products without a clearly displayed original order number.
    • For hygiene and safety reasons, eye care products cannot be accepted back once supplied, as we are unable to verify whether the product has been opened, handled or potentially contaminated.Ā 

    6. Shipping Costs:

    If a return is required due to an error on our part (such as a damaged, defective, or incorrect item), we will cover all return shipping costs. For all other return requests, the customer is responsible for the cost of return shipping. If you would like us to provide a prepaid return label, or if the request is made through our online returns portal via your customer account page, a label can be issued at a charge of Ā£4.50, which will be deducted from the total eligible refund.

    7. Prescription Changes:

    If your contact lenses prescription changes after purchase no problem, you can still return these back to us within the 60-day window.

    8. Cancellation Policy:

    You may cancel your order within 24 hours of purchase. Cancellation requests received after this period may not be processed.

    9. Contact Us:

    For any questions, concerns, or assistance with returns and exchanges, please contact our Customer Service team at info@qualityeyes.comĀ or call on 0207 856 0586.

    Please note that this Returns and Refunds Policy is subject to change without prior notice. It is your responsibility to review the policy before making a purchase or initiating a return. This policy is effective as ofĀ 07/08/2023 and applies to all purchases made thereafter.