Returns & Refunds Policy

1. Overview

This policy sets out the returns process for goods or services purchased through the online store operated by HD Eyes Ltd.

2. Our 14-Day "Change of Mind" Guarantee

While prescription glasses are legally classified as bespoke/personalised goods, HD Eyes Ltd offers an enhanced returns policy as part of our commitment to your satisfaction:

• You are entitled to a 14-day cooling-off period for a "change of mind" on all glasses, including those with custom-made prescription lenses.
• To be eligible for a return, your item must be unused, in the same condition that you received it, and must be in the original packaging.
• Under this guarantee, you are entitled to a full refund of the original purchase price and the original postage and packaging charges.
• You will be responsible for the cost incurred in returning the item to us.

3. The HD Eyes Hybrid Advantage: Fit & Prescription Guarantee

We understand that comfort and visual clarity are essential. As an added advantage of having both an online and physical store:

• Frame Adjustments: If you are not happy with the fit or comfort of your frames, we welcome you to visit our premises for professional adjustments.
• Prescription Rechecks: If you have concerns about your vision, we offer prescription rechecks in-store—even if your original prescription was provided by another optician.

4. Receipt of Goods Requirement

Refunds will only be made on receipt of goods. HD Eyes Ltd requires the physical item to be returned to our facility and inspected to ensure it meets the return conditions before any refund is processed. We cannot issue refunds based on proof of postage alone.

5. Faulty or Misdescribed Items

If the item you purchased was faulty, did not work properly, or you think the item was not as described, please contact us at hdeyesdirect@gmail.com first. We may be able to resolve your problem through repair or replacement to your satisfaction.

6. Exemptions from Refunds

• Perishable & Sanitary Goods: Items such as food, flowers, or intimate/sanitary goods are exempt from being returned.
• Services & Digital Goods: Refunds are not available for services that begin as soon as payment is made (e.g., downloadable software), gift cards, or gift wrapping services.

7. Discounts, Vouchers, and Sales

• Vouchers: If an item was purchased with a discount voucher, we will only refund the amount that you actually paid (not the original list price).
• Sale Items: Items purchased in a sale may not be eligible for a refund if you have changed your mind. If you are in any doubt, please contact us before making the purchase.

8. How to Process a Return

• Notification: Please email us at hdeyesdirect@gmail.com to notify us of your return before posting the item.
• Return Address: All physical returns should be sent to:

HD Eyes Ltd Unit 8 Birchfield Way Telford TF3 5BZ

9. Refund Processing

Once your return is received and inspected, we will contact you to notify you of the approval or rejection of your refund. Approved refunds will be credited to your original method of payment. If you haven’t received an approved refund, please check with your bank or card company, as processing times vary.