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Returns & Remakes
How returns, remakes and issues are handled at EYE POWER.
This page gives customers a clear framework. Final policy wording is being reviewed by EYE POWER before publication. Statutory consumer rights always apply and are never limited by this page.
Frames & non-customised products
For non-customised products, such as frame-only orders without prescription lenses, the statutory 14-day right of withdrawal applies. Contact us and we guide you through the return.
Prescription & personalised products
Prescription lenses are made specifically for you, so the statutory right of withdrawal does not apply in the same way. This does not remove your statutory rights. If something is wrong, we make it right — see the situations below.
Manufacturing defect
If your glasses have a manufacturing defect, contact us. We inspect them and remake or repair at no cost when a defect is confirmed.
Wrong item received
If you receive the wrong item, contact us immediately. We correct it at no cost.
Damage during delivery
If your glasses arrive damaged, contact us as soon as possible with your order number and photos — we resolve it.
Prescription or lens concern
If your new lenses do not feel right, contact us. We review your order against your prescription and remake lenses when needed. Progressive lenses can take a short adaptation period — we guide you through it.
Customer-entered prescription error
If you notice an error in the values you entered, contact us immediately. Before production starts, we correct it at no cost. After production has started, contact us and we review your options with you.
Frame fit issue
Minor adjustments are often possible — contact us and we will help. Our frame size guide also helps you compare measurements with glasses that already fit well.
Cancellations before production
Because we aim to prepare qualifying orders quickly, contact us as soon as possible if you need to change or cancel. Before production starts, changes and cancellation are usually possible.
Changes after production has started
Once lens production has started, certain changes may no longer be possible. Contact us and we will check what can be done.
Request a remake or report an issue
Tell us what happened and we'll check the best way to resolve it.
Contact EYE POWER