Refund policy
Returns and refunds
We're a small, independent business. Many of our products are made or ordered specifically for you. Please check frame measurements carefully and make sure you're confident in your choice before placing an order. If you're unsure about anything, contact us first - we'd rather help you get it right than deal with a return after the fact.
Phone: 0203 886 2278
Email: info@specsathome.london
What cannot be returned or refunded
The following items cannot be returned or refunded unless they arrive faulty:
- Prescription glasses
- Any frames fitted with lenses
- Reglazing orders
- Any custom lens options, including tints, coatings, and varifocals
These are made to your personal specification. Once made, they cannot be resold.
Condition
Any item returned must be in resaleable condition - unworn, undamaged, with original packaging intact. If an item comes back showing any signs of wear, scratches, or damage, we reserve the right to deduct from the refund to reflect the loss in value. In some cases that deduction may be substantial.
30-day guarantee for manufacturing defects
If your item develops a manufacturing fault within 30 days of receipt, contact us and return it for inspection. Where we confirm a defect, we'll offer a refund, repair or replacement as appropriate. Your statutory rights are not affected.
Return postage
If an item is faulty, contact us and we will arrange everything needed to sort the issue out – you will not be left out of pocket.
In all other circumstances, the cost of return postage is your responsibility. It is your responsibility to make sure the items arrive with us safely, so we suggest you use a tracked and insured postal service.
Delivery costs
We'll only refund standard delivery. If you chose an upgraded or express shipping option, that cost will not be refunded.
How to return an item
You must contact us within 14 days of receiving your order that you wish to cancel it, telling us your name, order number, contact details and the item you want to return.
Returned items should be placed into their original packaging – which must be undamaged for a full refund – and then placed inside an additional shipping box or bag.
Send it to:
Specsathome
2 Mapleleafe Gardens
Barkingside
IC6 1LG
Refund processing
Once we receive the returned item, we will inspect it and process any refund due. Where a valid cancellation has been made, we will issue the refund without undue delay and no later than 14 days after receiving the returned goods back, or 14 days after you provide evidence that they have been sent back, whichever is earlier.
Refunds will be made to your original payment method.