Returns and Refunds

We, at Vison3k.com, always try to ensure that all of our customers are both happy and satisfied with their purchases. However, we do accept that you may wish to return items to us. If this is the case, please read our returns policy below.

Christmas Returns Policy:
With Christmas fast approaching, the busy elves at Vision3k would like to give you some Christmas piece of mind. Please have a quick read of our returns policy for over the festive period.

We know it can be difficult finding the perfect Christmas gift for loved ones, so we will be extending our returns policy for any gift ordered with us until the 21st January. This means we will be more than happy to exchange or offer a full refund up until this date, in accordance with our standard terms & conditions.

All that's left to say is that we hope you all have a magical Christmas!

Returns of Eyewear and Accessories:
Please rest assured that you may return your purchase if you are, for any reason, unhappy with the product(s) in question. All unwanted goods must be returned within 14 days of receipt, and all products must be returned in their original condition, complete with all accessories, warranty cards, instructions and original boxes (if any). We recommend that you retain the packaging used by Vision3k.com to send the goods out, and carefully re-package any items to be returned to ensure their safety. On receipt of returned goods, a refund will be issued for the full amount paid on the item(s) returned (this does not include any postage incurred), on the understanding that all items are received in good condition.

Returns of Prescription (Rx) Eyewear and sunglasses:
When undertaking prescription configuration on behalf of clients we always endeavour to ensure that all work is completed as swiftly as possible, is accurate in accordance with the prescription documentation supplied by our clients, and is to their complete satisfaction. However, we accept that there are regrettably occasions when issues arise. On such occasions, we will always do our utmost to be of assistance in resolving matters of concern.

If when you receive your prescription-configured product you experience any difficulties with visual acuity, please contact us immediately and we will do our utmost to be of assistance. Under such circumstances we generally request that the item in question is returned to us in order that we may assess the accuracy of the work conducted by the laboratory as a first step. In the mean time we ask that any goods retained by the client are not worn, and are kept safe from harm.

If it is discovered that an error has been made on our part then we will rectify this at our expense as promptly as possible. Please be aware that the timescale for correction work is related to the technically comprehensive nature of the original order specification, but we will always do our utmost to complete such work as a priority, and will endeavour to keep you updated regarding our progress. On occasions such corrections may result in an inability on our part to meet previously possible deadlines (i.e. holidays). Under such circumstances, whilst we acknowledge that this may result in disappointment for our client, we are unfortunately unable to accept requests for refunds or offer any form of compensation. We will ensure that the work is completed as swiftly as possible, and will make arrangements for a convenient delivery time.

If, once the laboratory has assessed the item in question, it is found that the prescription glazing is absolutely accurate in relation to the documentation supplied by our client, then we are regrettably unable to re-configure at our expense. Under such circumstances we will endeavour to work with our client, making suggestions that we hope will assist them in resolving the situation.

If a client has supplied a self-measured pupil distance value (pd), or has not supplied a physical copy of their prescription that is in date to within two years prior to the order being placed, we cannot accept any liability or issue refunds for goods that have been customised.

If a client has placed an order, and subsequently finds that they do not like the finish they have requested, we are regrettably unable to offer a refund. If in doubt about what exactly you want, it is always prudent to consult our Customer Service team prior to placing an order, and they will gladly endeavour to assist you with any queries you may have.

In relation to clients with any medical conditions that may affect ocular health, and those who are taking any prescription medication known to impact upon their eyes, we respectfully request that you make us aware of such matters at the point of placing an order. Our Customer Service team is available during office hours and will be happy to help.

With regard to prescription-configured items, we will always do our utmost to assist our clients to ensure their satisfaction. However, once a product has been customised to meet the specific requirements of a client, it is not re-saleable, and as such we cannot accept it back for a refund unless at our discretion.

Returns of Damaged or Defective Items:
You may return any item that is damaged or defective within 14 days of receipt of goods. Following an investigation into the complaint and a close inspection of the product(s) in question, once returned, by our Quality Control Department, we will issue a full refund for the amount paid at our discretion. We will endeavour to complete this process within one business week, and will provide written notification once the refund has been issued.

Refunding Postal Expenses Incurred to Return Goods:
If you are returning items because they have been received in a damaged or defective condition, we will refund your costs in returning the items to us via Royal Mail Recorded Delivery, or comparable service if you are an international client, to the value of that incurred by Vision3k.com to dispatch the original package.

Although we have stringent processes in place to prevent errors occurring, such issues, although rare, do occasionally occur. If Vision3K.com sends any goods to a client in error, we will refund the postal fees incurred to return the goods to us via Royal Mail Recorded Delivery, or comparable service if you are an international client, to the value of that incurred by Vision3k.com to dispatch the original package.

Please be aware that should an item be sent in error, we respectfully request that it is returned prior to the dispatch of the correct replacement. We will, at our discretion, occasionally agree to dispatch the replacement item prior to the return of the erroneous product, as a gesture of good will. However, we do request that the unwanted goods are returned within 14 days thereafter, unless alternate arrangements are made in writing prior to dispatch. Should a client fail to return the goods in question within the stipulated timescale, we will contact you in writing to request its return. Thereafter, we do reserve the right to fully charge for the goods in question.

Items sent on approval:
We appreciate that purchasing items online is not always a straightforward process. As such we will, at our discretion, agree to send up to three items to our clients either to their billing address or registered business address on a trial basis. If you wish to exceed this quantity, the matter must be agreed in advance by a member of staff (please call +44 1622 756640 during office hours and we will be happy to help).

Further, for orders on approval, which exceed the standard three items, we reserve the right to apply a non-refundable postal fee to the order, to the value of that quoted by Royal Mail for dispatch via the appropriate Recorded Delivery service. A period of one business week for the return of such goods is allocated for this process (unless alternate arrangements are made in writing with a member of staff prior to dispatch), and for security reasons all items sent out on approval will be fully debited, on the understanding that once returned in good condition, a full refund for the amount paid (with the exception of additional postal fees applied to larger orders) will be refunded.

Please be aware that clients will be fully responsible for the expense of returning such goods, and that the goods are the clients responsibility until such time as a member of Vision3K staff signs to accept them at our premises. In light of this, we do strongly recommend that clients wishing to return unsuitable goods ordered on an approval basis do so via a recorded trackable service, which will provide full compensation should the item(s) go missing in transit. Please note that we reserve the right to refuse to issue a refund on any items returned to us in a defective condition.

How to Return an Item:
If you wish to return an item, please fill out the back of your invoice/receipt as fully as possible giving a reason for your return. If a product is damaged or defective please indicate the exact nature of the fault. Please retain the packaging used by Vision3k.com at the point of dispatch, and repackage the product(s) carefully, complete with all accessories, warranty cards, instructions and original boxes (if any). Then send the package to:

Vision3k Returns
Gateway House
Wallis Avenue
Maidstone
KENT
ME15 9NE
United Kingdom

We recommend using a recorded-delivery service for you own protection. Please be aware that we will not reimburse expenses incurred by clients who choose to return their goods via private courier service (either domestic or international).

This returns policy does not affect your statutory rights.

Any Further Problems or Questions:
If you have any questions or problems regarding this order, please contact us:

Telephone (UK): 01622 756640
Telephone: +44 1622 756640
Fax (UK): 01622 753238
Fax: +44 1622 753238
E-mail: