1. Returns & Exchanges
We want you to love your eyewear. If you’re not completely satisfied, you can return or exchange your glasses or sunglasses within 30 days of purchase, subject to the conditions below.
2. Eligibility
To be eligible for a return or exchange:
Items must be in their original condition (no damage or excessive wear).
You must provide the original purchase receipt or order confirmation.
Prescription eyewear must match the prescription provided at purchase.
3. Prescription Glasses & Sunglasses
Because prescription eyewear is custom-made:
Returns are only accepted if there is a defect in manufacturing or they do not match the provided prescription.
Exchanges are permitted for a different style or lens option within the 30-day period.
Adjustments and fittings are always free of charge.
4. Non-Prescription Items
Non-prescription sunglasses and accessories can be returned or exchanged within 30 days if in original condition with all tags.
Items returned without tags or packaging may be subject to a restocking fee or may be refused.
5. Refunds
Refunds will be issued via the original payment method within 14 days of receiving the returned item.
If the original payment method is unavailable, we will issue a voucher or store credit.
Refunds may be reduced by any non-refundable service charges (e.g., fitting or engraving fees).
6. Faulty or Damaged Goods
We stand behind the quality of our products:
If an item is faulty or damaged upon receipt, please contact us ASAP
We will repair, replace, or refund the item at no additional cost to you.
Proof of damage or defect may be requested (photos, inspection).
7. Contact Lenses
Contact lenses may be returned only if sealed, unopened, and in original packaging.
Returns must be made within 14 days of purchase.
For hygiene reasons, opened lenses are non-returnable.
8. How to Return
To start a return or exchange:
Visit our store or contact our contact us in store
Provide your details.
9. Additional Notes
We reserve the right to refuse a return that does not meet these conditions.
This policy does not affect your statutory rights.
Contact Us
If you have any questions on how to return your item to us, contact us at:
- Email: basingstoke@primeopticians.co.uk
- Phone: 01256278278
- Address: 3A Old Basing Mall, Basingstoke, RG21 7AW
