What Can I Return?
We have a `no quibble` returns policy (even if you have ordered the wrong lenses by mistake!) on most items - but some restrictions do apply to returning open coloured lenses and toric lenses (lenses to correct astigmatism), which will not be refunded unless deemed faulty, in which case a replacement will be offered.
Please note that customers will have to pay return postage charges and are advised to record and insure the package for their own security.
On the whole, we try to avoid `small print`, but it can`t be avoided all the time, so here is the small print!
Crystal Vision Ltd will issue a full refund or replacement of goods in all instances where:
- Contact lenses are supplied to the wrong specification, even if you have ordered them incorrectly.
- Contact lenses are supplied damaged.
- Opened boxes or vials of coloured lenses will not be exchanged or refunded if the colour is found to be unsuitable by the customer.
- Opened or unopened boxes of toric lenses (lenses for astigmatism) will not be exchanged or refunded if the power is found to be incorrect by the customer.
- The products ordered by you do not arrive within 21 working days of the dispatch date, unless notified that delivery is delayed for speciality or custom lenses.
- The products you have ordered are returned to Crystal Vision Ltd as undeliverable by the postal service. If goods are returned as undeliverable, we will endeavour to contact you by email for confirmation of the delivery address. If no reply is received within a reasonable period and in any event within 30 days of the return of the goods, then a refund will be made within 30 days.
- You may withdraw your order and terminate your agreement with us without stating any reason for doing so within 7 working days following the day your order is delivered to you (`the Return Period`). In the case of goods returned under your `cooling off` right, these must be returned undamaged and unused to qualify for a refund.
If lenses have already been despatched to you, you can still terminate the agreement - please contact Customer Support for a Return Merchandise Authorization (RMA). You must return all the products in the original packaging provided with them. Once we have then received the products, you will be issued a full refund.
- Refunds will be limited to the maximum value of the original order, minus shipping costs and will only be issued against the same credit or debit card account as supplied to pay for the goods. There may be a time delay of up to 15 working days before a refund appears on your credit card statement because of the time taken for the credit card companies to process your refund. During this period the refund has left our account and is held by the credit card companies before being accredited to your account. Please contact your credit card company if a refund issued by us has not turned up into your account after 15 working days. We reserve the right to proportionately reduce the level of the refund if only some of the original quantity of contact lenses is returned, or if it is clear that some of the products have been used.
- Crystal Vision Ltd may refuse to accept future orders from those who have made previous claims for non-delivery of goods.
I Have Ordered The Wrong Item And Want To Return It
No problem. All items that have been ordered incorrectly will be replaced by the correct items as part of our guarantee at no cost to yourself.
Please obtain a Returns Merchandise Authority (RMA) number from Customer Support and they will be happy to redespatch the correct goods to you as soon as possible and advise you on the procedure for returning goods.
We normally try to redespatch goods to you BEFORE we have received the goods back from you to minimise your inconvenience.
I Have Received A Damaged or Defective item
We will replace or refund any item that is damaged or defective. Our guarantee applies up to the expiry date on the item you bought as we understand with contact lenses that you may not wear the contact lenses in a multipack for some time after purchase.
We also understand that sometimes with contact lenses, it is not always possible to return the actual lens - for example if there was a defect in the lens that was found only after wear. In this situation - don`t worry - we will still replace the lens Free of Charge.
Simply contact Customer Support and we will be pleased to help you.
You Have Sent Me The Wrong Item
We make every effort to supply exactly the products you have ordered. However, regardless of the reason for you having received the wrong products we want to put it right fast.
Please contact Customer Support quoting your customer number and will help you get the correct goods as soon as possible.
How to Return An Item
If you require to return an item for any reason, you will need a “Returns Merchandise Authorisation” (RMA) number which will be sent via e-mail. This email will also include all the information necessary to make a return and how and where the items should be returned to ensure they reach us in a re-sellable condition. You can get an RMA number by contacting Customer Support.
When you contact us for an RMA number, we will need to know what item(s) that you want to return and the reason for the return. We have a `no quibble` returns policy (even if you have ordered the wrong lenses by mistake!) on most items - but some restrictions do apply to returning open coloured lenses and toric lenses, which will not be refunded unless deemed faulty, in which case a replacement will be offered.
If a refund is required this will be issued on return of the items. If replacements are required we will endeavour to avoid any inconvenience to you and arrange for these to be sent that day if we have them available or order them from the manufacturers.
Please note any items returned without a RMA number may not be refunded or replaced.
Please note that customers will have to pay return postage charges and are advised to record and insure the package for their own security.
Cancelling An Order
To cancel an order, please contact Customer Support stating the order number and that you wish to cancel.
Please Note: If the order is already in the despatch process, it may be too late to cancel. Customer Support will advise you.
If your order has already been despatched to you, you can still terminate the agreement - please see the Help Page `How to Return an Item`
How Long Does It Take To Receive A Refund?
Once your refund has been approved and processed by our Customer Support team, we will notify you by email. From that point your refund will usually appear in your account within 3-5 working days, although some banking systems may take longer.
If your refund hasn`t shown up in your account in that time our Customer Support Team generally advise that, in some instances, it may take up to 15 days for it to appear. If after this time the refund has not appeared in your account, please contact your card issuer and they can advise at what stage the refund is at.
