Refund and returns policy

Refund Policy for Standard Prescription Glasses

For standard products, like non-prescription glasses or just frames, you may return these within 14 days from the date of purchase or receipt.

Refund Policy for Tailored Prescription Glasses

At Pop Specs, we are committed to supplying top-quality tailored prescription glasses designed for your specific visual needs. Since these glasses are custom-made, they are crafted meticulously based on your individual prescription and preferences. We would like to outline our refund policy for these bespoke items:

Prescription Match Guarantee:

We ensure that every pair of glasses perfectly matches the prescription and specifications you provide. If there’s any mismatch or error with your glasses, contact us within 14 days. We will examine the issue and aim to resolve it swiftly. Should there be any errors related to the prescription, we will either replace them at no cost or provide a full refund.

Quality Control:

Our quality control standards are rigorous, and every pair of glasses undergoes thorough inspection. We utilise only the finest materials and cutting-edge technology to meet superior quality standards. If there are any defects in materials or craftsmanship upon arrival, we will address these issues or refund you fully.

Change of Heart:

Given the customised nature of our glasses, they are made to your precise requirements. Consequently, returns or exchanges due to a change of heart or a decision against the purchase are not supported. We encourage verifying all details of your prescription and preferences before ordering. Our customer service team is available to address any questions before you finalise your purchase.

Order Cancellation:

If you need to cancel your order, please reach out to us immediately. Since custom glasses are generally produced soon after ordering, we can offer a full refund if manufacturing has not yet started. However, if production has begun, we cannot provide refunds for cancellations.

Warranty Returns:

Our tailored prescription glasses come with a warranty against manufacturing defects (6 months for single vision, 1 year for varifocals). Should you encounter any issues due to materials or craftsmanship after use, contact us, and we will evaluate your claim under our warranty terms.

Refund Procedure:

To initiate a refund, please take the following steps:

Email our Customer Support Team at hello@sweetspecs.co.uk
You will receive a return authorisation and detailed instructions for returning your glasses.
You are responsible for the return shipping cost. We suggest using a trackable shipping service to guarantee the return of your glasses.
Upon receipt, we will inspect the returned item(s) to confirm eligibility. If approved, your refund will be processed.

Refund Time Frame:

Allow 5-10 business days for your refund to be processed once we receive the returned glasses. Refunds will be issued via the original payment method.

Items Not Eligible for Refund:

Certain charges, including shipping fees, custom lens tints, and any additional treatments, are not refundable.

At Sweet Specs, we deeply value your trust and satisfaction. We strive to deliver tailor-made prescription glasses that adhere to the highest standards of quality and precision. Should you have any questions or concerns about your order, please don’t hesitate to reach out to our customer support. Your visual comfort and satisfaction are our foremost concern, and we are here to support you every step of the way.

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