Our promises

We will always recommend the best product for your needs. Your glasses will be measured, made and adjusted appropriately. We will also give you the best advice on how to use your lenses.

Despite our best efforts, things sometimes go wrong. Or it can take a little longer to find the best solution. When you become a patient, please be aware of the following.

If you can’t attend your appointment, please let us know as soon as possible. If you don’t attend without giving us at least 24 hours’ notice, we reserve the right to ask for an administration fee of up to £50.

You may wish to re-use your existing glasses frames when you’re updating your prescription. This is called re-glazing. But the frame may not be fit for re-use. So when we take it for re-glazing, we check for any obvious defects.

During re-glazing, there is always a chance that the frame will unexpectedly fail. If this were to happen, we cannot accept liability. So it’s done at your own risk. You would be responsible for any cost incurred for repair or replacement, or for any future issues or failings of the frame.

Sometimes patients have issues adapting to new technologies or types of product. This is especially true of multifocals.

If we are unable to help you adapt to your lenses, we can exchange them for an alternative, such as single-focus or bifocal. We’ll do this at no extra charge if the product is returned within 90 days.

If the product is returned after this period, we’ll do our best to resolve the issue for all parties. But we can’t guarantee there will be no further costs. We don’t usually offer refunds unless there is a clear and obvious error in the measurements or product.