Refund policy
This Return and Refund Policy explains the cancellation, return, replacement and refund procedures applicable to purchases made through oletoptical.shop.
We want customers to understand what to do when they change their mind about a qualifying online purchase or when a product arrives damaged, faulty, incorrect or materially different from its description.
Nothing in this policy limits mandatory rights available to consumers under applicable United Kingdom consumer law.
For assistance concerning a return or refund, contact:
14-Day Statutory Right to Cancel
For most qualifying online purchases of goods, UK consumers have the right to cancel the contract without giving a reason.
The normal cancellation period expires 14 days after the day on which the customer, or a person nominated by the customer other than the carrier, receives the goods.
Where multiple goods forming one order are delivered separately, the statutory period may run from receipt of the final relevant item where applicable.
Customers do not need to provide a reason for exercising this statutory cancellation right.
How to Exercise the Right to Cancel
To cancel a qualifying purchase, the customer must clearly inform us of the decision to cancel before the cancellation period expires.
The easiest method is to email:
The message should include sufficient information to identify the order, preferably:
- Customer name;
- Order number;
- Email address used for the order;
- Product being returned; and
- A clear statement that the customer wishes to cancel the purchase.
Customers are not required to use specific legal wording.
Returning Goods After Cancellation
After notifying us of cancellation, the customer should return the relevant goods without undue delay and normally no later than 14 days after notifying us of the cancellation.
Please contact info@oletoptical.shop before dispatching a return so that the correct return instructions can be provided.
Products should be packaged appropriately to minimise the risk of damage in transit.
Customers are encouraged to retain proof of postage or another verifiable shipping record until the return has been completed.
Condition of Returned Goods
Consumers are entitled to inspect products to determine their nature, characteristics and functionality in a way broadly comparable to what could reasonably be done in a physical retail environment.
Where a customer handles a product beyond what is reasonably necessary to establish its nature, characteristics and functioning and that handling diminishes its value, applicable law may permit an appropriate deduction from the refund.
This provision does not reduce rights relating to goods that are genuinely faulty, damaged, incorrect or not as described.
Return Shipping Costs for Change-of-Mind Returns
Where a customer exercises the ordinary statutory right to cancel because they have changed their mind, the customer is responsible for the direct cost of returning the goods, unless we expressly agree otherwise or applicable law requires us to bear that cost. UK distance-selling legislation permits consumers to bear direct return costs when they have been properly informed of that obligation.
We recommend using an appropriate tracked or otherwise verifiable return service.
Faulty, Damaged, Incorrect or Misdescribed Products
Different rules apply where goods are:
- Faulty;
- Damaged;
- Not of satisfactory quality;
- Not fit for a purpose that forms part of the contract;
- Not as described; or
- Incorrectly supplied.
Customers should contact info@oletoptical.shop as soon as reasonably practicable after discovering such a problem.
Where possible, customers should provide:
- The order number;
- A description of the problem;
- Clear photographs showing the issue;
- Photographs of packaging where transit damage is involved; and
- Any other information reasonably necessary to investigate the claim.
UK consumer law provides statutory remedies for goods that fail to meet applicable standards, including the short-term right to reject in qualifying circumstances and rights to repair, replacement, price reduction or final rejection depending on the circumstances.
Nothing in this policy reduces those rights.
Return Costs for Faulty Goods
Where a return is required because goods are faulty, damaged, incorrect or otherwise fail to comply with applicable statutory requirements, we will deal with reasonable return costs in accordance with UK consumer law.
A consumer exercising statutory rejection rights should not be required to bear reasonable return costs that legally belong to the trader.
Customers should contact us before arranging an unusually expensive return service.
Refund Amount
For a valid statutory cancellation, we will refund payments that must legally be reimbursed.
Because standard shipping at oletoptical.shop is free, there will ordinarily be no standard outward shipping charge to reimburse.
Where a chargeable premium service is offered in the future and a customer chooses it instead of the standard delivery service, any statutory delivery refund may be limited to the cost of the least expensive standard delivery option as permitted by law.
Refund Timing
For returned goods following a change-of-mind cancellation, refunds will be processed without undue delay and within the applicable statutory deadline.
UK rules generally allow the trader to wait until the goods have been received back or until the consumer provides evidence that the goods have been returned, whichever occurs first, subject to applicable law.
Government guidance states that qualifying online refunds must normally be made within 14 days of receiving the returned item.
After we issue a refund, additional time may be required for the customer's bank, card issuer or payment provider to post the transaction.
Refund Method
Unless otherwise agreed or legally permitted, refunds will normally be made to the original payment method used for the transaction.
Refund processing through a third-party payment provider may be subject to banking or payment-network processing times beyond our direct control.
Cancellation Before Dispatch
Customers who wish to cancel shortly after ordering should contact:
We will make reasonable efforts to stop fulfilment when possible.
If an order has already been processed or dispatched before the cancellation request can be actioned, the customer may need to receive and return it using the procedure described in this policy.
This does not affect statutory cancellation rights.
Exchanges
Where operationally available, we may assist with an exchange.
However, exchanges are not guaranteed for every product or stock situation.
If the requested replacement is unavailable, an appropriate refund or other statutory remedy may be offered instead.
Products Excluded From Ordinary Change-of-Mind Cancellation
UK law provides certain exceptions to the ordinary distance-selling cancellation right.
Depending on the products offered through the store, exceptions can include certain personalised or custom-made goods and sealed goods that are not suitable for return for genuine health or hygiene reasons once unsealed.
An exclusion will only be relied upon where it lawfully applies.
An exclusion from the ordinary change-of-mind right does not remove statutory rights where the product is faulty or otherwise non-conforming.
Refused or Uncollected Deliveries
Refusing delivery or failing to collect a parcel does not necessarily complete the statutory cancellation process.
Customers who wish to cancel should notify us clearly at info@oletoptical.shop.
If a parcel is returned because incorrect delivery information was supplied by the customer or the customer failed to collect it, reasonable costs may be considered where legally permitted.
Incorrect Refund Amount
If a customer believes that a refund amount is incorrect, they should contact:
Please include the relevant order number and explanation of the issue.
Chargebacks
Customers are encouraged to contact us before initiating a payment dispute so that we have an opportunity to investigate and resolve legitimate order issues.
Nothing in this provision prevents a customer from exercising rights available through their bank, card issuer or payment provider.
Statutory Rights
This policy operates alongside, and does not replace, rights and remedies available under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and other applicable United Kingdom consumer legislation.
Contact
For cancellations, returns, refunds, faulty goods or other order-related concerns:
oletoptical.shop
Email: info@oletoptical.shop
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