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Accidental damage protection

Snapped your glasses or scratched the lens? Don't worry we will replace them under our Accidental Damage Protection Plan.  For only £20.00 your glasses are covered for 12 months. 

Metal glasses frame snapped at the nose bridge

What is Accidental Damage Protection?

If you accidentally snap your glasses, sit on them, or scratch a lens, you don't want to find out that your home and contents insurance policy doesn't cover the damage, or that making a claim could negatively affect your no-claims bonus. This is the reason why Direct Sight offer an Accidental Damage Protection Plan for only £20.00 that is designed to provide you with peace of mind for these instances. We will replace your frame or lenses when accidental damage occurs up to 12 months from the date of dispatch.

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What's covered?

  • Accidental or unintentional damage to either the frame or the lenses is covered when you purchase the glasses from Direct Sight.
  • This protection plan is applicable to your glasses that the protection plan is purchased with.
  • It covers the costs of repairs or replacements, encompassing both parts and labor.
  • We also cover the return shipping costs from Direct Sight to you.
  • You can make use of this coverage for a one-time repair or replacement of your spectacles.
  • The replacement lenses will be identical to the ones originally supplied.
  • For your peace of mind, we offer a 30 day cooling-off period.
  • Cover is valid for 12 months from the date of dispatch of the original order.

What's not covered?

While our Accidental Damage Protection Plan provides comprehensive coverage, there are a few things it does not cover:

  • Unfortunately, we cannot extend protection to cases of theft or loss of your glasses.
  • Minor cosmetic issues are not covered.
  • Damage resulting from the misuse of your glasses is not included.
  • Failure to follow manufacturer's instructions.
  • Reglaze orders.
  • Return shipping costs (You to Direct Sight).
  • Alterations, customisations, or self-repair attempts.
  • Replacement frames are not covered with a reglaze of your existing frame.

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FAQ's

What is accidental damage protection plan?

It's an optional plan offered by Direct Sight that, in exchange for a one‑time cost of £20, covers you for accidental or unintentional damage to your glasses (frame or lenses) for 12 months from the date they were dispatched.

How do I add accidental damage protection cover to my glasses?

When ordering your glasses online, you can add Accidental Damage Protection in the shopping basket before proceeding to checkout. You’ll see an option to add the cover individually for each pair of glasses, allowing you to choose which ones you'd like to protect.

Is the return shipping cost (from you to Direct Sight) covered?

No, only the return shipping from Direct Sight to you is covered. Shipping costs from you back to Direct Sight are not included.

What kind of damage is covered?

It covers accidental or unintentional damage to either the frame or lenses, including repairs or replacements (parts and labor), plus the return shipping cost from Direct Sight. This applies to damage occurring within the 12-month coverage period.

Can I use the coverage more than once?

No, coverage is valid for a one-time repair or replacement only.

Can you replace lenses if I get them reglazed?

For Direct Sight, reglaze orders are not covered under the Accidental Damage Protection Plan.

What is not covered under the plan?

  • Theft or loss of your glasses

  • Minor cosmetic issues

  • Damage caused by misuse or failure to follow manufacturer’s instructions

  • Any work relating to reglaze orders (especially customisations or self-repairs)

What happens if I buy the plan but change my mind?

You have a 30 day cooling-off period, meaning you can cancel and receive a refund if you choose within 30 days of purchase.

Is the protection plan available at any time?

The plan must be purchased at the same time as your glasses. It can't be added on separately later.

How do you make a claim for your damaged glasses?

To make a claim, simply contact our customer service team by email at help@directsight.co.uk with your order number, a brief description of the damage, and photos of the affected glasses. We’ll review your request and provide instructions on how to return the item for repair or replacement.

What happens after I send my glasses back?

Once we receive your glasses, our team will assess the damage. If a repair is possible, we’ll fix and return them to you. If the glasses cannot be repaired, we’ll replace them with the same model (or a similar alternative if it’s no longer available). Return postage from us to you is covered.

When does coverage begin?

Your Accidental Damage Protection starts from the date your glasses are dispatched and remains valid for 12 months. There is no waiting period, so your glasses are protected as soon as they leave our facility.

Can I purchase the plan again after making a claim?

No, the protection is valid for one repair or replacement per pair of glasses. Once a claim has been made and fulfilled, that coverage ends. You won’t be able to re-purchase protection for the same pair of glasses.

Will I receive confirmation of coverage?

Yes, once you add Accidental Damage Protection to your basket and complete checkout, you’ll receive an email confirming that coverage has been applied to your glasses. This will include the terms of the plan and your coverage period.

What kinds of damage are typically covered?

Accidental Damage Protection covers a wide range of unintentional damage, including:

  • Dropped glasses causing frame or lens damage

  • Cracked or scratched lenses from accidental impact

  • Snapped arms or hinges due to minor mishandling

  • Heat-related damage (e.g., leaving glasses in a hot car)

Please note, this cover does not include loss, theft, or deliberate misuse.

What counts as cosmetic vs. functional damage?

Cosmetic damage refers to minor wear that doesn’t affect how your glasses function, such as small surface scratches, paint scuffs, or fading. These are not covered.

Functional damage includes anything that affects your ability to wear or see through your glasses properly, like cracked lenses, broken arms, or warped frames. These types of issues are covered under the plan.

Who can I contact for questions or help with a claim?

If you have any questions or need help making a claim, our friendly customer service team is here to help.
📧 Email: help@directsight.co.uk
📞 Phone: 01494 307 345

Accidental damage protection plan.

At Direct Sight, we understand that accidents happen, whether it's a dropped frame, a scratched lens or a knock in everyday life. That's why we offer Accidental Damage Protection, which gives you added reassurance that your eyewear is covered when life doesn’t go to plan.

This optional cover is designed to protect your glasses against accidental or unintentional damage for 12 months from the date of dispatch. For a one-time fee, you’ll receive support for repair or replacement, including parts, labour, and return postage back to you, so you're never left without the vision you need.

We know your glasses are a big part of your daily routine. With this affordable protection, you can shop with confidence, knowing that if the unexpected happens, Direct Sight is here to help put things right.