Refund policy
Return and Refund Policy
Last updated: June 8th, 2026
This Return and Refund Policy applies to purchases made from The Glasses Maker.
Overview
We want you to be happy with your purchase. However, because many of our products are made to order, including prescription lenses, different return rules may apply depending on the item.
Please read this policy carefully before placing an order.
Prescription Glasses and Custom Lenses
Prescription eyewear, including lenses made to your individual prescription, are custom-made products.
As a result, these items are generally not eligible for return or refund if they have been manufactured correctly according to the prescription and specifications provided.
This includes:
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Prescription lenses
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Custom-made glasses
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Glasses made with your selected prescription, coatings, or measurements
We are unable to accept returns for change of mind on prescription or customised eyewear.
Prescription orders are manufactured strictly based on the information provided by the customer.
However, if there is a manufacturing defect, damage, or an error on our part (for example an incorrect prescription made due to our mistake), we will offer a replacement or refund where appropriate.
Non-Prescription Items
For non-prescription glasses, including glasses fitted with standard lenses or optional blue light filter lenses, you may be eligible to return items within 14 days of receiving your order, provided that:
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The item is unused
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The item is in its original condition
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The item is returned with original packaging
Refunds (if approved) will be issued to your original payment method once the return has been received and inspected.
Your Legal Right to Cancel (UK & EU Customers)
If you are a consumer in the UK or European Economic Area, you generally have the right to cancel your order within 14 days of receiving your goods under distance selling regulations.
However, this right does not apply to personalised or made-to-order goods, including prescription eyewear, where the product has been made to your specifications.
For eligible non-custom items, the cancellation period begins the day you receive your order.
Damaged, Faulty, or Incorrect Items
If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible at:
Please include:
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Your order number
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Photos of the issue
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A description of the problem
We will assess the issue and, where appropriate, offer a replacement, repair, or refund.
Returns Process
If a return is approved, we will provide instructions on how to send your item back.
Unless the item is faulty or incorrect, return shipping costs are the responsibility of the customer.
We recommend using a tracked shipping service, as we are not responsible for items lost in return transit.
Refunds
Once we receive and inspect your return (where applicable), we will notify you of the approval or rejection of your refund.
If approved, refunds will be processed to your original payment method within a reasonable timeframe, depending on your payment provider.
Exchanges
We only replace items if they are defective or damaged. If you need an exchange for the same item, contact us and we will review your request.
Contact Us
If you have any questions about returns or refunds, please contact us:
Email: info@theglassesmaker.com