Refund policy
Refund Policy
We accept your request for a return with maximum availability.
The return request must be made within 14 days of receiving the order.
Your item must be in the same condition that you received it, unworn or unused and in its original packaging. When returning a frame, your refund will exclude the postage fees as well as any customs and duties that the company has covered on your behalf. These amounts will be deducted from the total refund.
The return shipment fee is £9.99 and is arranged through collection by the courier.
To start a request for the return, you must contact us at info@infinityeyecare.co.uk indicating the order number.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
The refund will be made using the same payment method used for the initial transaction.
You’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@infinityeyecare.co.uk.
On the occasion of Christmas, for orders placed in December you can make the return by the 15th of January.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Important note on health and hygiene products
For reasons of health protection and hygiene, certain items such as eye drops, contact lenses and other sealed health-related products cannot be returned if opened or unsealed, unless faulty. Unopened and sealed items may be returned within 14 days.
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