Refund policy

Returns, Refunds & Cancellations Policy

Last updated: 18 October 2026

This policy applies to merchandise and reglazing orders placed through the My Glasses Shop website. Other eyewear purchases are made in store and are subject to the terms provided when purchasing.

Nothing in this policy limits your statutory rights under UK consumer law.

1. Contact us

To cancel an order, arrange a return or report a problem, contact:

Email: help@myglasseshop.co.uk
Telephone: 01253 891705

Returns address:
My Glasses Shop
10 Tithebarn Street
Poulton-le-Fylde
Lancashire
FY6 7BX
United Kingdom

Please include your name, order number and details of your request. You do not need to give a reason when exercising a statutory change-of-mind cancellation right.

2. Merchandise: changing your mind

For standard, non-personalised merchandise purchased online, you may cancel from the time you place your order until 14 days after the day you receive it.

If items from one order are delivered separately, the cancellation period ends 14 days after you receive the last item.

Tell us clearly that you wish to cancel by email, telephone or post. You must then return the merchandise within 14 days of notifying us.

You may inspect and try an item as you would in a shop. Please return it with any supplied accessories and, where possible, its original packaging.

Original packaging is not a condition of your statutory cancellation right. However, we may make a reasonable deduction for a reduction in value caused by handling beyond what is necessary to establish the item’s nature, characteristics and functioning, where the law permits.

Sale merchandise has the same statutory rights as full-price merchandise.

3. Return postage

You are responsible for the direct cost of returning merchandise when you change your mind. Please package it securely and keep proof of postage.

If an item is faulty, damaged on arrival, incorrectly supplied or not as described, we will cover reasonable necessary return costs. Contact us so we can arrange a suitable return method.

Contacting us for instructions does not make your cancellation dependent on our approval.

4. Merchandise refunds

For an eligible cancellation, we will refund you within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier.

If you cancel the whole order, we will also refund the original standard delivery charge. If you chose a premium delivery service, the additional amount above standard delivery is not refundable.

Refunds are made using the original payment method unless you expressly agree otherwise. We do not charge a restocking fee.

5. Reglazing and made-to-specification lenses

Reglazing may involve producing lenses to your prescription, measurements, chosen lens options and frame shape.

Where lenses are made to your specifications or clearly personalised, the statutory change-of-mind cancellation right does not apply to those bespoke goods. This exception can apply from the time the contract is made, rather than only once manufacture begins.

Please contact us immediately if you wish to change or cancel a reglazing order. We will check whether it can be stopped and explain any voluntary cancellation or amendment options available before you agree to proceed.

Personalisation does not remove your rights if lenses are faulty, incorrectly made, not as described or unsuitable for a purpose agreed with us.

6. Separately supplied reglazing services

Where a separately supplied service carries a statutory cooling-off right, you may cancel within 14 days after the day the service contract is made.

We will obtain your express request before beginning that service during the cancellation period.

If you then cancel before completion, you may have to pay a proportionate amount for work properly performed up to cancellation, but only where the legal requirements for that charge have been met.

You lose an applicable service cancellation right on full completion only where you expressly requested early performance and acknowledged beforehand that the right would end once the service was fully performed.

We will explain the cancellation arrangements applying to your particular reglazing order before you purchase.

7. Problems with merchandise or lenses

Goods must be of satisfactory quality, fit for any particular purpose agreed with us and as described.

If goods do not meet these requirements, you will normally have a short-term right to reject them within 30 days of delivery, subject to the applicable legal rules.

After that, you may be entitled to a repair or replacement. If this is impossible, unsuccessful or not provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or refund.

Please report problems promptly. The change-of-mind return deadlines do not limit your rights concerning faulty goods.

8. Problems with reglazing work or existing frames

We must perform our work with reasonable care and skill and in accordance with what we agreed.

If the service falls below this standard, you may be entitled to repeat performance at no extra cost or an appropriate price reduction, which may be a full refund where the law requires.

Existing frames can have wear or hidden weaknesses. We will assess their suitability and explain identified risks before proceeding. Your agreement to reglazing does not exclude our responsibility for damage caused by our failure to use reasonable care and skill.

9. Fit, vision and adaptation concerns

If you experience difficulties with your reglazed glasses, contact us so we can assess the fit, lens specification and workmanship.

Some lenses require adaptation, but this does not remove your rights where goods or services fail to meet legal requirements.

Accidental damage, misuse and ordinary wear are not normally faults for which we are responsible.

10. Optional cancellation form

You may use the wording below, but it is not compulsory:

To: My Glasses Shop, 10 Tithebarn Street, Poulton-le-Fylde, Lancashire, FY6 7BX; help@myglasseshop.co.uk

I give notice that I wish to cancel my contract for the following goods or services:

  • Goods or services:

  • Order number:

  • Date ordered:

  • Date received, if applicable:

  • Customer name:

  • Customer address:

  • Date:

  • Signature, only if submitting on paper: