Returns Policy

Our Refund and Return Policy

Prescription lenses are tailor made to you and your prescription and as such we offer a 50% refund should you wish to return your glasses.

We understand that once you have received your new frames, you may feel that you would prefer a different style. Within 7 days of delivery we would be more than happy to exchange the existing frames for new ones (either crediting or charging you the difference in cost between the old frames and the new, if differing in price).

The cost of returning the frames will become your responsibility as well as our costs in sending you the new frames.

How to return an item

• Call us on 0121 604 2020 stating the items you wish to return or exchange as well as your full name, date of birth and address.
• We will call you back to confirm we have received your return request and will provide you with the return address.
• Once we have received the items, we shall process the refund.
• Please allow up to 10 business days for the refund amount to show on your credit/debit card statement.

Please not that all shipping costs (both for the initial delivery and the return) paid by the customer are non-refundable.

Onsight Domiciliary Services does not accept any responsibility for any returns lost or damaged in the post. Onsight Domiciliary Services advises customers to return goods using a trackable/or signed service.

Cooling-off Period

The cooling-off period also known as the Right of Withdrawal is two weeks for off premises contracts, however spectacles and other prescription medical devices are exempt from the cooling-off period. This is because prescription spectacles are considered a personalised product and are therefore exempt. However, other optical products or accessories including non prescription contact lenses are not