Refund Policy

When you can get a refund

Buyer Protection includes our Refund Policy, which allows you to get a refund if:

• Your parcel never arrives
• Your parcel was damaged in transit
• Your item is significantly not as described (SNAD)

When you can't get a refund

We don't allow you to get a refund if:

• items that don’t fit you or don’t suit you
• lenses fitted to a purchased item not matching your own prescription — this is always the buyer's responsibility to address via re-lensing, see our Prescription & Suitability Disclaimer

You can still talk to your seller about a return, but it’s their decision whether to accept the return or not, unless you bought from a business seller and have a separate statutory right to cancel under the Consumer Contracts Regulations 2013 — see Buying from a Private Seller or a Business Seller for when this applies.

Refunds for Returns

Refunds for returns are made up of:

• The price of any returned items
• The Buyer Protection fee for any returned items
• The initial shipping fee you paid to get the order

The refunded Buyer Protection fee is calculated based on the items that you keep, and we’ll refund you the difference.

Partial Returns

Sellers may offer a partial refund for an item you’ve reported as SNAD. This means you can get part of the item price back and keep the item instead of returning it.

You should discuss with the seller how much you’d like to be refunded. When the seller offers a partial refund, the exact amount is shown in the conversation screen with buttons to either accept or decline the offer.

If you accept the seller’s offer for a partial refund, you’ll receive:

• A partial refund for the item
• A partial refund of the Buyer Protection fee (relative to the partial refund)