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Cancellation & Returns Policy

At VisionDirect.co.uk we aim to provide a high level of service and hope that you have no need to cancel or return an order, however please find our cancellations and returns policy below.

1. Cancellations

We are happy to cancel any order that has not yet dispatched. If you realise that you’ve ordered something in error and would like to amend or cancel it please call our customer service team immediately:

Customer Service Team: 020 7768 5000 (available between 8am to 8pm Monday to Sunday).

Please be aware that most orders placed before 4pm on a weekday will be picked and packed the same day, so we recommend that you call us as soon as possible to avoid any disappointment.

2. Returns

2.1. Received the wrong items

If you’ve been sent the wrong items, we’ll be happy to exchange or refund them, as long as you inform us and send your order unopened, undamaged and unmarked back to us within 14 days of receipt.

We're also happy to accept any return within this time if you're just not happy with your order for any reason at all, but please note this still applies to the contents being unopened, undamaged and unmarked.

2.2. My prescription has changed

If your eyes no longer meet the prescription of the contact lenses you purchased from VisionDirect.co.uk we are willing to exchange your items for the correct prescription or issue a refund for the remaining lenses, providing that:

  • You purchased the contact lenses within the last six months

  • All returns are of unopened, undamaged and unmarked contact lens boxes.

Please call us to let us know you want to return your items or if you're unclear whether you qualify to return your lenses on 020 7768 5000 or info@visiondirect.co.uk.

2.3. How long will it take to process my refund?

All refunds will take a maximum of 7 working days to be refunded to your bank account. Your refund will not be processed until we have received the original items in our warehouse.

UK RETURNS ADDRESS:

FREEPOST VISION DIRECT

(write only this on your package in capital letters)

Please send International returns to: Vision Direct BV, Distelweg 80-G, 1031hh, Amsterdam, The Netherlands

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