This Returns & Refunds Policy applies to purchases made from Blue Light Glasses (“we”, “us”, “our”). Please read it carefully before placing an order. By purchasing from us, you agree to the terms set out below.
Nothing in this policy affects your statutory rights under UK consumer law.
1. Bespoke / Made-to-Order Prescription Products
Where your order includes prescription lenses (or any customised glazing), the glasses are made to your individual specifications and are therefore bespoke goods.
As a result, the 14-day right to change your mind under the Consumer Contracts Regulations 2013 does not apply to bespoke or personalised items once manufacturing has commenced, unless the item is faulty or not as described.
It is your responsibility to ensure that the prescription information you provide is complete and accurate. We manufacture lenses based on the details submitted at checkout. If the glasses are produced in accordance with the prescription you provided, we will not be liable for errors arising from incorrect information entered by you.
2. Non-Prescription Products
For non-prescription items (for example, non-prescription blue light glasses), you may be entitled to cancel your order and return the item in accordance with the Consumer Contracts Regulations 2013, provided that:
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you notify us within 14 days of receiving the goods; and
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the item is returned in a resalable condition (unused, with all accessories and packaging where reasonably possible).
Return postage costs for change-of-mind returns are your responsibility unless we state otherwise.
3. Faulty, Damaged or Not as Described (Consumer Rights Act 2015)
If your item is faulty, damaged, or not as described, your rights are protected under the Consumer Rights Act 2015.
3.1 Short-Term Right to Reject (first 30 days)
If the product is faulty within 30 days of delivery, you may have the right to:
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reject the goods and receive a refund; or
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request a repair or replacement.
3.2 Repair or Replacement
Where appropriate, we may offer a repair or replacement first. If a repair or replacement is not possible or cannot be completed within a reasonable time, you may be entitled to a refund.
4. Our 30-Day Product Guarantee (Commercial Guarantee)
In addition to your statutory rights, we offer a 30-day commercial guarantee from the date of delivery for manufacturing defects in materials or workmanship.
To claim under this guarantee:
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you must notify us of the defect within 30 working days of delivery; and
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return the item(s) as instructed, including the order number.
This commercial guarantee does not cover:
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accidental damage, misuse, negligence, or improper care;
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normal wear and tear;
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fit/comfort issues;
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changes of mind; or
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prescription issues caused by incorrect information supplied by you.
5. Sizing / Fit
We provide sizing information for frames on the product pages (including lens width and bridge width). Please check measurements carefully before ordering. Except where there is a fault or the item is not as described, we do not accept returns solely due to fit.
6. How to Request a Return
To request a return, you must contact us before sending any item back. Please include:
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your order number; and
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the subject line “Returns Query”.
Email: cs@bluelightglasses.co.uk
We will provide return instructions. Returned items must be packaged securely. We recommend using a tracked service and obtaining proof of postage. Unless we agree otherwise, we are not responsible for items lost or damaged in transit.
7. Replacements
If a replacement is approved, we will manufacture and dispatch it as soon as reasonably practicable. Dispatch times may vary depending on the lenses selected. We will notify you when your replacement has been dispatched.
If the original item is not available, you may choose:
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an alternative of equal value; or
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a refund (subject to the rules in Section 8).
If you choose to have frames reglazed or repaired by a third party, this is done at your own risk and may void our commercial guarantee in respect of any damage caused.
8. Refunds
8.1 Refund Method and Timing
Approved refunds will be issued to the original payment method unless we agree otherwise. Where a refund is due, we will process it within 10 working days of receiving and inspecting the returned item(s). Your bank may take additional time to reflect the funds in your account.
8.2 Deductions / Exclusions (Bespoke Prescription Orders)
Where an order is bespoke and a refund is agreed (for example, by way of goodwill or where appropriate), we may deduct:
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the cost of lenses and/or customisation; and
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original delivery charges (except where the goods are faulty or not as described).
If any part of the returned order is missing (for example, accessories or items supplied as part of the order), we may reduce the refund accordingly.
8.3 Faulty Claims Where No Fault Is Found
If you return an item claiming it is faulty and our inspection finds no fault, we may:
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decline the refund or replacement; and/or
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require you to cover return postage costs,
subject always to your statutory rights.
9. Order Cancellations (Before Manufacturing)
Where orders include bespoke prescription lenses, cancellations are only accepted within 30 minutes of placing the order, provided manufacturing has not begun. If cancellation is accepted, we will refund the full amount paid, including standard delivery charges. Please allow a short processing time for refunds.
10. Contact
For all returns and refunds queries, contact us at: cs@bluelightglasses.co.uk (please include your order number).