Refund Policy for Bespoke Spectacles

At Parkhurst Opticians, we are committed to providing high-quality bespoke spectacles tailored to your individual needs. Because these products are custom-made to your prescription and preferences, standard refund policies may not apply.

In line with the Consumer Rights Act 2015, customers are entitled to a remedy if the product is:

• Faulty or damaged

• Not as described

• Not fit for purpose

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If your spectacles fall into any of these categories, please contact us within 30 days of collection. We will assess your concern and, if validated, offer a suitable remedy such as a repair, replacement, or partial/full refund.

Please note: refunds are not available for custom-made spectacles where the product is correct and has no defects.

If a refund is approved, it will be processed using the original method of payment. Refunds may take up to 10 working days to appear in your account, depending on your bank or card provider.

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For any disputes that cannot be resolved directly with us, the Optical Consumer Complaints Service (OCCS) is available to provide free, impartial mediation.

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We recommend retaining your receipt and prescription details for your records. If you have any concerns, please speak to your local Parkhurst Opticians team as soon as possible.

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Deposit and Collection Policy

Purpose

This policy outlines the terms relating to deposits taken for bespoke spectacles and the expectations for timely collection. It aims to ensure clarity for patients and support efficient practice operations.

Deposit Terms

• A 50% deposit is required at the time of ordering all spectacles.

• This deposit confirms the order and allows us to begin production of custom-made lenses and frame adjustments.

• The remaining balance is due on or before collection of the spectacles.

Collection Timescale

• We ask that all spectacles be collected within 30 days of being notified they are ready.

• You will be contacted via your preferred communication method (phone, SMS, or email) when your spectacles are complete and ready for collection.

• If spectacles are not collected within 30 days, we will issue a reminder. Further reminders may follow if required.

Uncollected Spectacles

• If spectacles are not collected within 90 days, Parkhurst Opticians reserves the right to:

  • Charge storage or administration fees.

  • Invoice for the outstanding balance, which may be referred to a debt collection agency. Additional recovery charges may apply.

  • Dispose of or repurpose the spectacles if collection or settlement is not made within a reasonable time after written final notice, without refund of deposit.

Additional Notes

• Bespoke spectacles are made specifically to your prescription and requirements. As such, deposits are non-refundable except where products are faulty or not as described, in accordance with the Consumer Rights Act 2015.

• Any delay in collection does not extend any warranty or aftercare period, which begins from the date the spectacles are ready for collection.