Refund policy

1. Contract Matters

The display of information relating to any products on our website is not an offer for sale but an invitation to you to offer to buy those products. The placing of an order is treated as an offer to buy the products stated in the order. We do not enter into a contract until we accept an order. We shall contact you to confirm we’ve received your order and received your payment. We shall then contact you again (normally within 1 working day) to confirm we’ve accepted it. Sometimes acceptance of your order may take longer, particularly where you are ordering bespoke products or products subject to a prescription (see section 2 below). Only when we have confirmed acceptance of your order, is there a binding contract between us.

Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because we can’t verify your age (where the product is age-restricted), because you are located outside the UK or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when you order

However, for some products we may take payment at regular intervals, as explained to you during the order process. You will own your product once we have received payment in full.

A contract will be made when we accept an order, and acceptance will be by way of emailed confirmation of acceptance.

We’re not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, we shall contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team to end the contract and receive a refund for any products you have paid for, but not received, less reasonable costs we have already incurred.

Delivery times

Prescription lenses can take up to 10 weeks to produce, although we shall use our reasonable endeavours to supply them sooner than that.

Products can vary slightly from their pictures

A product’s true colour may not exactly match that shown on your device or its packaging may be slightly different. In particular, lens tints may vary slightly when compared to plano shields. Also, prescriptions of differing thicknesses affect the take up of colours differently.

The main characteristics of products are stated on our website. Some dimensions rely on data provided by the manufacturer. From time to time some products supplied to us may have slight variations in colour, shape or size. For the purposes of the contract, the description will be taken to include the main characteristics stated on our website.

2. Prescription Lenses

Where you are ordering prescription lenses, you must provide, at the point of placing your order, a copy of a prescription given to you following a sight test conducted on your eyes within the last two years by a registered medical practitioner, registered ophthalmic optician or registered optometrist. You give your consent to our having the right to contact the medical practitioner, registered ophthalmic optician or registered optometrist for the purposes of verifying your prescription.

We reserve the right to reject your order where you fail to provide a copy of your prescription, we are not satisfied with the prescription provided by you, or the prescription cannot be verified. All prescriptions and measurements provided to us are considered to be accurate and as such, incidences of non-tolerances are your responsibility or of the supplier of the prescription.

We will, upon request, assess and re-check any prescriptions where you are concerned about the accuracy of the prescription. In such a case, our standard sportsvision consultation fees shall apply.

3. Changing Your Mind

You have a legal right to change your mind.

For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, although you are responsible for paying the costs of returning the products. This is subject to some conditions, as set out below.

The deadline for changing your mind.

If you change your mind about a product you must let us know no later than 14 days after the day we deliver it. If the product is for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

When you can’t change your mind.

You can’t change your mind about an order for:

• products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
• goods that are made to your specifications or are clearly personalised, including goods which are manufactured in accordance with a prescription provided by you; and
• goods which become mixed inseparably with other items after their delivery.
• In all the above cases, no refunds or exchanges can be given.

How to let us know

To let us know you want to change your mind, contact our Customer Service Team.

You have to return the product at your own cost.

You have to return your product (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost. You can:

• bring the product to one of our stores find the one nearest to you at https://shop.flintandpartners.co.uk/help-and-support?visiting-usor by contacting our Customer Service Team. You will need your email receipt and the card you paid with.
• send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price. For help with returns, contact our Customer Service Team.

We reduce your refund if you have used or damaged a product.

If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, tags have been removed, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team can advise you on whether we’re likely to reduce your refund.

When and how we refund you.

If you tell us you’ve changed your mind about a product that hasn’t been delivered or one that we’re collecting from you, we refund you as soon as possible and within 14 days. If you’re sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you’ve sent it to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.

4. Defective or damaged goods

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must either bring it into one of our stores or contact our Customer Service Team. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.

5. Changes

We let you know, may adjust the price and may allow you to terminate.

The prices of our goods in force at the time are set out on our website. Our prices may change at any time but price changes will not affect orders that we have confirmed with you. These prices include VAT. However, if the rate of VAT changes between the date of the order and the date of delivery, we shall adjust the rate of VAT that you pay unless you have already paid for the products in full before the change in the rate of VAT takes effect.

We contact you in advance to tell you we’re suspending supply, unless the problem is urgent or an emergency. If we suspend the product [for longer than 2 months, you can contact our Customer Service Team to end the contract and we’ll refund any sums you’ve paid in advance for products you won’t receive.

We can withdraw products

We can stop providing a product, such as a subscription for goods, or where they are deleted from a manufacturer catalogue. We let you know at least one month in advance and we refund any sums you’ve paid in advance for products which won’t be provided.

We can end our contract with you

We can end our contract with you for a product if:

• you don’t make a payment to us when it’s due;
• you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example, information relating to a prescription;
• you don’t, within a reasonable time, either allow us to deliver the product to you or collect it from us. If you have said you will collect the product (“click and collect”) but you don’t do this within 21 days then (unless the product is made to your specifications/prescription or is clearly personalised) we treat your order as cancelled and refund the purchase price.