Returns Policy

You may return eligible glasses or sunglasses within 30 days of receiving your order for a refund or one free exchange, subject to the conditions below.

This voluntary promise covers change of-mind reasons such as deciding the style, colour or fit is not right for you. It also extends to eligible prescription glasses even though prescription lenses are made to your individual requirements.

Your return must be sent to us within the 30 day period. Please contact Customer Service if you need help arranging a return.

The return must be sent within 30 days of receiving your order

The glasses should be returned in their original condition and must not have been damaged through misuse, neglect or accidental damage

Please return the case, cloth and any accessories supplied with the order

One free exchange is available per original order

If the replacement frame, lenses or options cost more, you will need to pay the difference

These conditions apply to our voluntary Returns Promise. They do not limit your statutory rights if goods are faulty, incorrectly made, not as described or otherwise do not conform to the contract.

Contact our Customer Service team and let us know that you would like to make a return. Please include your order details and, where possible, the completed returns form supplied with your order.

Pack the glasses securely and send them to the returns address provided by us. A returns form helps us identify your order quickly, but failure to include one does not remove any statutory right you may have.

For an ordinary change of mind return under our voluntary 30-Day Returns Promise, you are responsible for arranging and paying for return postage. We strongly recommend using a tracked service and keeping proof of postage until the return has been completed.

Once we receive and inspect an eligible return under our 30-Day Returns Promise, we will process any refund or account credit due in accordance with this policy.

For prescription glasses returned due to a change of mind, we will refund the amount paid for the frame, together with the full original postage charge paid when the order was placed. As prescription lenses are individually made to your prescription and are therefore bespoke, the amount paid for the lenses will not be refunded to your original payment method. Instead, a credit equal to the amount paid for the lenses will be applied to your Direct Sight account for use towards a future purchase.

For other eligible non-bespoke goods, we will refund the amount paid for the returned goods, together with the full original postage charge paid when the order was placed.

The cost of sending a change-of-mind return back to us is not refundable.

Refunds under our 30-Day Returns Promise will normally be processed within 14 days of receiving the returned goods. Where a statutory right to a refund or other remedy applies, we will process this within the timeframe required by law.

Any monetary refund will be made to the original payment method unless an alternative method is agreed or permitted by law. Once processed, your bank or payment provider may take additional time to credit the funds to your account.

The treatment of bespoke prescription lenses described above applies to change-of-mind returns under our voluntary 30-Day Returns Promise. It does not affect your statutory rights where goods are faulty, incorrectly made, not as described or otherwise do not conform to the contract.

Nothing in our 30-Day Returns Promise affects your statutory rights.

Our 30 Day Returns Promise includes one free exchange per original order.

You may choose another eligible frame or change your lens options. If your replacement costs more than your original order, you will need to pay the difference before the replacement is made.

If your replacement costs less than your original order, the difference will be added as credit to your Direct Sight account to use towards a future order. Account credit issued as part of our Free Exchange Promise cannot be exchanged for cash.

Only one free exchange is included per original order. Any further exchanges or remakes may be chargeable.

Our 30 Day Returns Promise and Free Exchange Promise are additional benefits provided by Direct Sight and do not affect your statutory rights.

If you accidentally supplied the wrong prescription and we made the glasses correctly using the information you gave us, this is not a manufacturing fault by Direct Sight.

However, as part of our voluntary one time Free Exchange Promise, we will allow one remake using corrected prescription information, subject to the conditions of this policy. We may ask you to provide a copy of the correct, valid prescription before the remake is started.

If we made the glasses incorrectly against the prescription or order details supplied to us, your statutory rights apply and the matter will be handled as a faulty or non-conforming order.

Prescription lenses are individually made using the prescription and lens options selected for the order. The statutory change of mind cancellation right that applies to many distance purchases does not generally apply to goods made to a consumer's specifications or clearly personalised.

Please contact us as soon as possible if you need to amend or cancel a prescription order. If production has not begun, we will try to accommodate the request. Once bespoke production has begun, we may be unable to cancel or amend the order.

Regardless of the statutory exception for bespoke goods, Direct Sight voluntarily provides the 30 Day Returns Promise described on this page for eligible prescription glasses.

Nothing in this section affects your statutory rights where goods are faulty, incorrectly made, not as described or otherwise do not conform to the contract.

For eligible non-prescription goods bought online, you normally have a statutory right to change your mind. You generally have 14 days after the day you receive the goods to tell us you wish to cancel, followed by a further 14 days to return them.

You may inspect the goods as you reasonably would in a shop. If you handle them beyond what is necessary to establish their nature, characteristics and functioning, we may make a deduction for any reduction in value where the law allows us to do so.

Certain goods are excluded from the statutory change of mind right, including goods made to your specifications or clearly personalised.

Our voluntary 30 Day Returns Promise may give you additional time or benefits beyond your statutory cancellation rights.

Under the Consumer Rights Act 2015, goods supplied to consumers must meet the applicable legal standards, including being of satisfactory quality, fit for purpose and as described.

If goods are faulty, incorrectly manufactured, not as described or otherwise do not conform to the contract, you may be entitled to the statutory remedy that applies in the circumstances. Depending on the situation, this may include the short-term right to reject, repair or replacement, a price reduction or a final right to reject.

Your statutory rights do not end when our voluntary 30 Day Returns Promise ends.

Where return of faulty or non-conforming goods is reasonably necessary in connection with a statutory remedy, we will bear the necessary return costs where required by law. Please contact Customer Service first so that we can provide the appropriate return instructions.

Our 365-Day Workmanship Guarantee is an additional commercial guarantee and does not replace or restrict your statutory rights.

If your glasses develop a qualifying defect in materials or workmanship within 365 days, we will assess them and provide the remedy available under the guarantee terms.

The guarantee does not cover normal wear and tear, accidental damage, misuse, neglect, loss, theft or damage caused by improper care. These exclusions relate to the commercial guarantee only and do not remove any statutory rights that apply.

Next Day Express is an optional priority production service and is separate from the postage option selected at checkout.

If an eligible Next Day Express order is returned under our voluntary 30-Day Returns Promise, we will refund the price of the eligible returned goods and the full original postage paid.

The Next Day Express priority production fee is not refundable once the priority production service has been performed, except where required by law or where we have failed to provide that service as agreed.

For ordinary change of mind returns under our voluntary 30 Day Returns Promise, you arrange and pay the return postage. We recommend a tracked service and proof of postage.

Where you choose and arrange the return carrier yourself, the return remains your responsibility until it reaches us, subject always to your statutory rights.

For faulty or non-conforming goods, we will bear necessary return costs where required by law and may provide a return method for you to use.