Returns & Refunds Policy

We want you to be completely satisfied with your purchase. If you're not, we're here to help.

RETURNS

  • Unopened and unused items can be returned to us within 28 days from the date of purchase for a refund or replacement.  ** Please see below for refund terms if you are buying in bulk **
  • Items must be returned complete with any original outer packaging and must be undamaged, unmarked and unopened with all security seals intact.
  • Opened or used products cannot be returned unless the product is faulty or broken.
  • Occasionally you may find that some products are not compatible or are ineffective for you. This does not constitute a fault on the part of the product and therefore unfortunately we cannot accept returns for this reason.
  • Please note that only any original postage fees will be refunded along with any returned items. Return costs are not refundable unless the items were sent in error by us or are damaged or defective.
  • When you are returning a part of the order, if the order total goes below £35 – the outbound postage of £3.95 will be deducted from the refund amount as your order is no longer eligible for free shipping.
  • For hygiene reasons Contact Lens cases and Removers are not returnable 
  • You are strongly recommended to return items using a tracked delivery method to ensure they are not lost.
  • Refunds will be processed within 7 days of the item being received in our offices. Please note however, that depending on your credit card issuer, it may take a little longer for the refund to show on your statement.

TO RETURN AN ITEM PLEASE:

  1. Email us first on hello@everythingeyes.co.uk to discuss the return 
  2. Package items securely, enclosing the original delivery slip
  3. Return Address:   Ryehurst Barn Offices, Ryehurst Lane, Bracknell, RG42 5QZ
  4. Email once you have posted it so that we know to expect it.

We strongly recommend you use a tracked / signed for service to ensure items are not lost in transit

RETURN TO SENDER BY COURIER

Please be aware that couriers, including Royal Mail, now charge for returning items to the sender. These charges can vary from £5 (Royal Mail) to £25 (Express Couriers), depending on the courier.

If an item is returned to us for any of the following reasons, the re-delivery charge, as well as the original outgoing postage charge you paid (or a standard charge of £3.95 if the order qualified for free delivery), will be deducted:

  • Undelivered items that have not been collected or had a redelivery arranged within the holding period
  • Incorrect / incomplete address provided
  • Recipient moved (gone away)
  • Recipient refused delivery

BULK PURCHACE RETURNS**

If you have ordered multiple quantities of the same product or are a reseller, please be aware that restocking and refund fees apply as listed below.

We evaluate orders on a case-by-case basis to determine if you are buying for personal use or as a third-party reseller. A multiple quantity is usually defined as more than 10 items; however, this is not definitive, and we reserve the right to review each order individually. In our experience, personal retail customers rarely return bulk purchases.

Due to a high volume of return requests from customers who have purchased large quantities for reselling, we have implemented the following charges:

  • A 10% restocking charge for large-volume returned orders.
  • A 3% deduction from the refund amount for orders cancelled or amended before shipment. This fee covers the non-refundable processing costs we incur from the credit card company.