Terms & Conditions

Direct Sight (UK) Ltd is a private limited company registered in England and Wales under company number 12447302.  

Registered office: Unit 1, The Business Centre, Corinium Industrial Estate, Raans Road, Amersham, Buckinghamshire, HP6 6FB.

Customer contact details, including our current email address and telephone number, are displayed on our website. If you have a question or complaint about an order, please contact our Customer Service team.

We take reasonable care to ensure that descriptions, prices, photographs, measurements and other product information are accurate.

Colours can appear differently on different screens, and minor variations in colour, pattern or finish may occur where inherent in the materials or manufacturing process. This does not affect your right to receive goods that are as described, of satisfactory quality and fit for purpose where applicable.

Product availability can change. If we cannot supply an item you have ordered, we will tell you and refund any amount paid for that item.

The price payable is the price shown at checkout when you place your order, subject to correction of an obvious error. Applicable taxes, delivery charges and optional service charges will be shown before you complete payment.

If we identify an obvious pricing or product information error before accepting your order, we may contact you to offer the product at the correct price or cancel the affected item. If payment has already been taken for an order we do not accept, it will be refunded.

Available payment methods are shown at checkout. You confirm that you are authorised to use the payment method supplied.

When you submit an order, you are offering to buy the goods and services shown in your basket. An order acknowledgement confirms receipt of your order but does not necessarily mean we have accepted it.

We accept your order when we send confirmation of acceptance or dispatch the goods, whichever happens first. A contract is formed at that point.

We may refuse an order for a legitimate reason, including lack of availability, an obvious pricing error, inability to authorise payment, suspected fraud or misuse, or where we cannot lawfully or reasonably fulfil the order. Any payment taken for an order we do not accept will be refunded.

You are responsible for providing complete and accurate prescription and order information. We may ask for a copy of your prescription or other information where reasonably required to check or manufacture your order.

We may decline or pause a prescription order if the information is incomplete, inconsistent, outside the manufacturing range of the selected product or otherwise requires clarification.

If you supply incorrect prescription information and we manufacture the glasses correctly to the information supplied, this is not a manufacturing fault by Direct Sight. Our voluntary one time Exchange Promise may nevertheless allow one remake using corrected prescription information, subject to our Returns Policy.

If we manufacture the glasses incorrectly against the prescription or order information supplied to us, your statutory rights are unaffected.

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

If you need to amend or cancel a prescription order, contact us as soon as possible. Where bespoke production has already begun, we may be unable to cancel or amend it.

Direct Sight nevertheless provides a voluntary 30 Day Returns Promise for eligible prescription glasses. The full conditions are set out in our Returns Policy.

Nothing in this section affects statutory rights relating to faulty, incorrectly made, misdescribed or otherwise non-conforming goods.

For eligible non-prescription goods purchased online, you normally have 14 days after the day you receive the goods to tell us that 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 handling goes beyond what is necessary to establish their nature, characteristics and functioning, we may make a deduction for diminished value where permitted by law.

Some 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 provide additional rights or time beyond the statutory cancellation period.

Available delivery methods, charges and estimated times are shown at checkout. Unless a specific delivery commitment is expressly agreed, delivery dates are estimates.

Where no different delivery period has been agreed, we will deliver within the period required by applicable consumer law.

Goods remain at our risk until they come into your physical possession, or the physical possession of a person you identify to receive them, except where the law provides otherwise. If you independently commission a carrier that we did not offer as a delivery option, different statutory risk rules may apply.

If goods are lost or damaged before risk passes to you, contact us and we will provide the appropriate remedy.

If delivery is delayed, your rights will depend on the circumstances, including whether an agreed delivery date was essential. Nothing in these Terms limits statutory rights relating to late or failed delivery.

Next Day Express is an optional priority production service for eligible orders. The Next Day Express fee pays for priority production and is separate from the postage option selected at checkout.

Eligibility, order cut off times and available postage services are shown on our website.

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 fail to provide the service as agreed.

If an eligible Next Day Express order is returned under our voluntary 30 Day Returns Promise, the treatment of the goods price and original postage is set out in our Returns Policy.

In addition to your statutory rights, we provide a voluntary 30 Day Returns Promise for eligible glasses and sunglasses, including eligible prescription glasses.

Eligible goods may be returned within 30 days of receiving the order for a refund or one free exchange, subject to our Returns Policy.

When we accept a return under this voluntary promise, we refund the amount paid for the eligible returned goods and the full original postage charge paid when the order was placed.

For an ordinary change of mind return, you arrange and pay the return postage. One free exchange is available per original order, and any additional cost of upgraded replacement products or options must be paid by you.

The Returns Policy forms part of these Terms in relation to returns, refunds and exchanges.

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

If goods do not conform to the contract, the statutory remedy available depends on the circumstances. This can include the short term right to reject, repair or replacement, a price reduction or a final right to reject.

Where return of faulty or non-conforming goods is reasonably necessary for a statutory remedy, we will bear the necessary return costs where required by law.

Our voluntary Returns Promise and commercial guarantees do not replace or restrict these statutory rights.

Refunds are made to the original payment method unless another method is agreed or permitted by law.

Refunds under our voluntary 30 Day Returns Promise will normally be processed within 14 days of receiving the returned goods. Statutory refunds will be made within the time required by applicable law.

Under our voluntary 30 Day Returns Promise, the full original postage charge paid with the order is refunded. The cost of sending an ordinary change of mind return back to us remains your responsibility.

Your bank or payment provider may take additional time to credit a refund after we have processed it.

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

Qualifying defects in materials or workmanship arising within 365 days will be assessed and dealt with under the guarantee terms.

The commercial guarantee does not cover normal wear and tear, accidental damage, misuse, neglect, loss, theft or improper care. These exclusions do not remove statutory rights that may apply independently of the guarantee.

If you send us your own frame for reglazing, you confirm that you are entitled to ask us to work on it and that you have disclosed any known material damage or weakness.

Reglazing requires an existing frame to be handled, adjusted and placed under a reasonable degree of pressure while the existing lenses are removed and new lenses are fitted.

You acknowledge that all customer-owned frames carry an inherent risk of damage or breakage during the reglazing process, particularly frames that are older, well worn, brittle, previously repaired, damaged, altered or weakened through normal use or deterioration.

We will take reasonable care and exercise reasonable skill when handling and reglazing your frame. However, Direct Sight will not be responsible for damage or breakage resulting from a pre-existing fault, weakness, deterioration or the inherent condition of the frame where the damage occurs despite the reglazing service being carried out with reasonable care and skill.

This includes faults or weaknesses that were not visible or reasonably identifiable before work commenced.

Where damage or breakage occurs for these reasons, Direct Sight will not be responsible for replacing the frame or paying compensation for its value.

We may inspect your frame before beginning work and may decline to reglaze it where we reasonably consider it unsuitable.

An inspection cannot identify every internal, hidden or developing weakness. Our decision to accept a frame for reglazing does not amount to a guarantee that the frame will withstand the reglazing process.

If we identify a significant risk before starting work, we may contact you before proceeding.

You are responsible for ensuring that your frame is adequately packaged when sending it to us. Direct Sight is not responsible for damage occurring before the frame reaches us where you have arranged the delivery to Direct Sight yourself.

Promotions, discount codes and special offers may have separate terms, eligibility requirements and expiry dates. Those terms will be made available with the relevant offer.

Unless the offer states otherwise, promotions cannot be exchanged for cash or applied retrospectively to completed orders.

Nothing in promotional terms affects statutory rights.

The content of our website, including Direct Sight branding, text, graphics, photographs, designs and software, belongs to Direct Sight or is used with permission unless stated otherwise.

You may use the website for personal, non-commercial purposes. You must not reproduce, distribute or commercially exploit substantial website content without permission except where permitted by law.

Third party trade marks and intellectual property remain the property of their respective owners.

If you submit a review, image or other content, you confirm that you have the right to submit it and that it does not unlawfully infringe another person's rights.

You grant us a non-exclusive permission to display and use content you voluntarily submit in connection with operating and promoting Direct Sight, subject to applicable data-protection and consumer law.

We may moderate or remove content that is unlawful, misleading, abusive, infringes rights or breaches these Terms. We will not manipulate reviews in a way that misleads consumers.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so. In particular, nothing excludes or restricts your statutory consumer rights, liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or restricted.

We are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill. We are not responsible for losses that are not reasonably foreseeable or for losses caused by matters for which we are not legally responsible.

If you buy as a consumer, we supply products for private use. We are not responsible for business losses, such as loss of profit, revenue or business opportunity, arising from consumer use of the products, except where the law does not allow such liability to be excluded.

We are not responsible for delay or failure caused by events outside our reasonable control to the extent the law permits.

If such an event materially affects an order, we will take reasonable steps to minimise the effect and will contact you where appropriate.

This clause does not remove statutory rights relating to delivery, cancellation, refunds or other remedies.

We process personal information in accordance with our Privacy Policy and applicable data protection law. Please read the Privacy Policy for details of how we collect, use and protect personal information.

We may update these Terms from time to time. The Terms applying to a purchase are those in force when the contract for that purchase is formed.

We will not retrospectively change an existing consumer contract to your disadvantage unless the change is required by law or agreed with you.

These Terms and contracts made under them are governed by the law of England and Wales.

If you live in Scotland or Northern Ireland, you retain any mandatory consumer protections that apply to you and may bring proceedings in the courts available to you under applicable law.

We will try to resolve complaints directly with you first. Nothing in these Terms restricts your right to use any court or other dispute resolution route available to you by law.

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

If we do not immediately enforce a right under these Terms, that does not mean we have waived that right.

No person other than you and Direct Sight has a right to enforce these Terms unless the law expressly provides otherwise.

If you have a question, complaint or problem with an order, please contact our Customer Service team using the current contact details displayed on our website.

Direct Sight (UK) Ltd, company number 12447302. Registered office: Unit 1, The Business Centre, Corinium Industrial Estate, Raans Road, Amersham, Buckinghamshire, HP6 6FB.