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Returns Policy

Prescription glasses are subject to a returns policy and are classed as a bespoke item under the Consumer Rights Act 2015.

If you are experiencing any difficulties with your glasses, you should contact Clark Family Eyecare immediately. Where there is a fault with the quality of the product,  Clark Family Eyecare will repair or replace the frame/lenses within 6 months of purchase, or longer where manufacturers warranty permit. Prescription changes are exempt from this shall be considered on a case-by-case basis.  Where fault with the vision occurs, Clark Family Eyecare should be notified within 60 days of collection. Any time after this may incur additional charges to the consumer for recheck appointments and replacement lenses.

 

Cancellation Policy

Glasses cancelled on the same day of purchase will be subject to a 20% administration charge. Any spectacles cancelled on the following day or thereafter will be charged the full cost of the lenses. If you change your mind regarding frame choice, Clark Family Eyecare are happy to change the frame option as goodwill, with the consumer paying the difference, where the new frame is of greater cost. If the new frame is of lower cost Clark Family Eyecare are unable to refund the difference due to the costs involved in replacing the lenses.

 
Non-Tolerance Guarantees

Varifocal lenses are subject to a 60 day non tolerance guarantee, this means if you do not get on with your varifocals for whatever reason Clark Family Eyecare will replace with separate pairs or bifocals. Where additional cost is incurred, the consumer will be eligible to pay the difference. Sensity, photochromic lenses are subject to a 30-day guarantee, where lenses can be replaced for clear non photochromic lenses. Clark Family Eyecare are unable to provide guarantees on single vision and bifocal lenses, however if the consumer finds they are having difficulties they should return to us immediately

 

Bespoke Frames

Bespoke frames such as Tom Davies are made to order and cannot be returned for refunds. If the frame is faulty Clark Family Eyecare will repair or replace within the first 6 months after purchase.

 

Reglaze Policy

The life span of a pair of glasses differs depending on the quality, material, condition and the amount of use. This should be taken into consideration when choosing to reglaze glasses. The condition and appearance of the frame will be analysed by our dispensers and discussed with the consumer. If the consumer chooses to go ahead with reglazing their frames against Clark Family Eyecare’s advice, then Clark Family Eyecare except no responsibility for any damage occurred.