Last updated: 9 June 2026
This Refund Policy explains when and how you can obtain a refund for products and services purchased from Visioncare At Home Limited ("we", "us", "our"). It forms part of our Terms & Conditions and should be read alongside our Privacy Policy.
If you are a consumer purchasing online or at a distance, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason, in line with the Consumer Contracts Regulations 2013. To cancel, please contact us at info@visioncareathome.co.uk or call 0300 303 3210.
Where you are entitled to cancel, you must return the goods to us within 14 days of telling us you wish to cancel. Items should be returned unused and in their original condition where possible. We will issue your refund within 14 days of receiving the returned goods, or of receiving evidence that they have been returned.
Spectacles, lenses and other items made to your individual prescription or personal specification are bespoke products. Because they are made specifically for you, the standard 14-day cancellation right does not apply once production has begun, except where the goods are faulty or not as described. This does not affect your statutory rights.
If an item arrives faulty, damaged, or is not what you ordered, you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015. Please contact us as soon as possible and we will put things right at no cost to you, including any return postage.
NHS-funded eye examinations are provided free of charge to eligible patients. For any private or chargeable services, if you cancel before the service is carried out you will receive a full refund of any amount paid. Once a service has been performed, refunds are considered on a case-by-case basis in line with your statutory rights.
Refunds are issued using the same payment method you used for the original purchase. We do not charge a fee for processing refunds. Please allow a few working days for the refunded amount to appear in your account, depending on your card issuer or bank.
To request a refund or discuss a return, please contact us:
Visioncare At Home Limited
Glasgow, Scotland, UK
Email: info@visioncareathome.co.uk
Telephone: 0300 303 3210
This Refund Policy does not affect your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.