If you’re not completely happy with your prescription glasses for any reason, contact us and return them within 30 days of dispatch. We’ll arrange a refund or exchange in accordance with this policy.
Free Returns and Exchanges
We offer one free return or exchange per customer within any rolling 6-month period.
To arrange a return or exchange, contact our customer support team within the applicable returns period. We’ll then provide you with the relevant return instructions.
To ensure our free returns service remains fair for all customers, additional returns or exchanges within the same rolling 6-month period may incur a return postage charge.
This limitation does not apply where goods are faulty, damaged, incorrectly supplied or where your statutory consumer rights apply.
Prescription Glasses
Our 30-Day Money Back Guarantee applies to:
- Prescription glasses
- Prescription sunglasses
Whether the frame isn’t quite right, the fit isn’t perfect or you’ve simply changed your mind, we’re here to help.
Non-Prescription Glasses and Accessories
Non-prescription glasses, non-prescription sunglasses and accessories may be returned within 14 days of dispatch for a refund or exchange.
Items must be returned in good condition with all supplied accessories.
Exchange Policy
When exchanging an item:
More Expensive
If the replacement product is more expensive, you must pay the difference.
Same Price
If the replacement product is the same price, nothing further is payable.
Lower Price
If the replacement product is lower in price, no refund or store credit will be issued for the difference.
Exchanges are subject to this policy and are limited to one free return or exchange per customer within any rolling 6-month period.
Prescription Information
Customers are responsible for ensuring that all prescription details and pupillary distance, where required, are entered accurately when placing an order.
SpexNation cannot accept responsibility for issues arising from incorrect prescription information supplied by the customer.
If you experience problems with your vision after receiving your glasses, contact us before requesting a return. Our qualified optical team will assess the issue and work with you to find the most appropriate solution.
View our Prescription DisclaimerReturn Conditions
To qualify for a refund or exchange:
- Prescription glasses must be returned within 30 days of dispatch.
- Non-prescription glasses, non-prescription sunglasses and accessories must be returned within 14 days of dispatch.
- You must contact SpexNation within the applicable returns period to request a return or exchange.
- Glasses may be tried on but must not show signs of accidental damage, misuse or excessive wear.
- All supplied accessories must be returned, including the glasses case and cleaning cloth where applicable.
- Customers should obtain and retain proof of postage when returning an order.
Faulty, Damaged or Incorrect Orders
If your order arrives faulty, damaged or not as ordered, contact us as soon as possible.
We’ll arrange a repair, replacement or refund where appropriate at no cost to you.
Faulty, damaged or incorrectly supplied products do not count towards your one free return or exchange within a rolling 6-month period.
Inspection of Returns
All returned items will be inspected after they are received and before a refund or exchange is approved.
SpexNation may refuse a refund or exchange where an item shows signs of accidental damage, misuse, excessive wear or is otherwise returned outside the conditions of this policy.
This does not affect your statutory consumer rights.
Refunds
Once your return has been received, inspected and approved, your refund will be processed to the original payment method used to place the order.
Please allow 5–10 working days for the refund to appear, depending on your payment provider.
Original delivery charges and any additional delivery upgrades are non-refundable unless the product is faulty, damaged, incorrectly supplied or your statutory rights require otherwise.
Fair Use
Our returns policy is designed to give customers confidence when shopping online while protecting the service for everyone.
SpexNation reserves the right to refuse free returns or exchanges where we reasonably believe the policy is being misused or where repeated returns indicate abuse of the service.
Additional returns or exchanges may still be accepted, but the customer may be required to pay the applicable postage or processing costs.
This does not affect your statutory consumer rights.
Statutory Rights
This policy is offered in addition to your statutory rights under UK consumer law.
Nothing in this policy affects or limits those rights.
Ready to start a return?
Contact our team with your order number and we’ll take it from there.