Home Terms & Conditions

We recommend that you read these terms and conditions carefully before you place your order as you will be bound by these Terms if we accept your order. If you have any queries regarding these Terms (or any other matter which may arise in the process of your order) please raise them with us as soon as possible.

1. General

  1. These terms do not affect your statutory rights as a customer.
  2. No binding contract will exist between us until we have accepted your order.
  3. All goods are sold subject to availability.
  4. None of our representatives or sales persons have authority to amend or waive any of these Terms on the behalf of glassescomplete.com and no addition to any of these Terms shall be accepted unless we agree otherwise with you in writing beforehand.
  5. Glasses Complete Limited (Company No: 5787935) trades as www.glassescomplete.co.uk whose registered office is at 14 Hulton district centre, Worsley, Manchester, M28 0AU.

2. Description of Goods and Services

  1. A description of the goods is set out on our website.
  2. When ordering, you must provide us with details of the relevant prescription that is to be applied to the goods. All prescriptions provided to us must be issued to you by a registered medical practitioner / ophthalmic optician following an eye test by him or her within the last 2 years.
  3. We will rely on the prescription provided by you and the goods provided by GLASSESCOMPLETE will correspond to that prescription received.
  4. If you are unsure of the prescription that is to be applied to the goods, please consult a registered medical practitioner or ophthalmic optician before placing an order.
  5. Unless you state otherwise, we use an appropriate average pupillary distance 'PD' to complete your order. Unless you specify a particular 'PD' during your order process you will be agreeing to let us use an average PD for bifocal and single vision lenses. Glasses Complete recommend that you consult your optician to obtain your PD before ordering, and provide that PD number to us when ordering.
  6. To order prescription glasses from Glasses Complete you must be over the age of 18, you must not be registered blind, or partially sighted, or ordering on behalf of someone under 18 years of age.
  7. We will not fulfil orders for lenses where the sphere value added to the cylindrical value equals 8 dioptres and over online. You must not attempt to place an order of this type online. Orders of this nature can be placed over the phone at the discretion of GlassesComplete Ltd.
  8. Reglazing an existing frame is done at your own risk. Incase the frame is unable to withstand the glazing process then there is a possibility the frame could break. Nevertheless, this is very unlikely to occur as we use the latest fully automated CNC optical glazing machinery.

3. Delivery

  1. Unless agreed otherwise in writing:
  • All goods will be delivered at the address stated on the order form,
  • Delivery for all goods is carried out throughout the U.K and worldwide,
  • All goods will be delivered within 28 working days days, usually within 7 working days.

Any delivery date specified by us is intended to be an estimate and delivery time is not guaranteed.

4. Inspection of Goods

  1. You should carefully inspect the delivered goods. If the goods are damaged or lost then do not use them and contact us to inform us of the problem.
  2. The goods will each have a printed confirmation of the prescription. In any event if the prescription does not match the ordered prescription specification then do not use the goods and contact us to inform us of the problem.
  3. From the time of delivery you will be liable for any loss or damage, unless such loss or damage is caused by our negligence.

5. Price

  1. The price for the goods will be the price stated on our website.
  2. The price for the goods includes any value added tax payable.
  3. Price excludes delivery. (See Q 13 on FAQ for delivery prices)

6. Payment

  1. Unless we agree otherwise in writing, you must pay in full for the goods when placing your order.
  2. Payments must be made to "GlassesComplete" in pounds sterling or other relevant currency if ordering from outside the U.K.

7. Your Rights to Cancel this Contract

  1. The right to cancel this contract does not apply at any time after we have started to customise any materials in accordance with your requirements or after we have started to perform any of the services. The customer should contact customer services (0161 7900800) As soon as possible.

8. Data Protection Act

  1. We will ensure that "GlassesComplete" comply with the provisions of the Data Protection Act 1998 in relation to data received from you in relation to this contract and shall only process personal data received from you where necessary to fulfil our obligations under this contract.

9. Returns Policy

  1. Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk
  2. Returned Items must be returned within 7 days of receipt. Any goods that are received faulty will be exchanged or refunded (your option), if returned within 7 days in the original packaging.
  3. If you have just changed your mind about the purchase a restocking-fee of 10% will be deducted from the refund as will be the post & packaging.
  4. All of our products are covered by a 12-month manufacturers guarantee.
  5. Before an item is returned, you must notify us by emailing us at: enquiries@glassescomplete.co.uk within 7 days of receipt. In the return package, you must include the original receipt and write on it the reason for returning the item(s). If you prefer, you can call GlassesComplete on 0161 7900 800 and you will be assisted accordingly.
  6. You must return your item to our head office in Manchester (GlassesComplete Ltd, 14 Hulton District Centre. Worsley, Manchester, M28 0AU).
  7. Please note that the delivery cost will only be refunded if the return is a result of our errors. Otherwise all shipping cost will be non-refundable.
  8. It will be your responsibility to return the item in an appropriate and secure packaging; we recommend recorded delivery, as we do not take responsibility in damaged or lost items in transit.
  9. Refunds will be processed within 30 days of receipt of returns. Refunds will only be refunded to the same credit card or debit card used to make the initial purchase and we will only issue cheques when the original payment has been made via this method.