DEBNEYS OPTICIANS Terms & Conditions of Sale
In these ever more challenging times for high street retail, and particularly, for small businesses such as ourselves, we have had to introduce a more strict set of terms & conditions to allow us to compete in a far more cut throat and competitive market place.
The internet, and other “spectacle sale only” outlets, have forced our hand to protect ourselves, and the high standards we set. We continue to strive for a high level of service, to a predominantly loyal customer base, and to you loyal customers, we say “Thank you”.
SPECTACLE & LENS SALES:
By paying a deposit, or in full, for your new lenses, or spectacles, you are entering into a contract with Debneys Opticians to supply your spectacles, which is consistent with trading standards.
To ensure that your spectacles are ready in as short a time as possible, we order the prescription lenses the same day, and often within an hour or so of the order.
These days, 70-80% of our lens orders are done using a “digital tracer”, which maps out the exact lens shape required for the specified frame. This means that a pre-cut lens is ordered in the desired prescription. This happens almost instantaneously in the lens manufacturers automated laboratory.
Prescription lenses are “bespoke items” and are ordered specifically for the individual frame and the person choosing them. As they are often ordered digitally and arrive “pre-cut”, they cannot be changed to fit in a different frame, or returned, as they are a bespoke order.
If your order is changed before we have begun the digital trace, then a change to your order is possible at no cost.
If an order is cancelled, PRIOR to lens ordering, then this would result in a “dispensing charge” of between £20 to £40. Basic or complete Single Vision lenses SV (includes U16 and Adult NHS Vouchers) £20 fee. A frame with coated SV lenses £30 fee, and varifocal, bifocal/occupational or multiple pairs results in a £40 fee. This covers our staffs’ time spent dispensing the spectacles and lenses.
If the lenses have already been ordered, then the above fees apply ALONG with the cost of the actual lenses themselves.
Wherever possible, we will endeavour to put our patients first, and allow changes and cancellations without charge. But, in the event of a cancelled or amended order that has already incurred cost to us through the lens manufacturer, we will have to recoup these costs, and apply the T&C’s outlined above.
NON-TOLERANCE OF NEW SPECTACLES:
A “non-tolerance case”, is whereby the new prescription is not tolerated by the individual wearing the glasses. This may result in a prescription “Re-check” and possibly a lens “Re-make” when it’s deemed necessary. Any “non tolerance” issues with new spectacles, must be reported within 4 weeks from the collection of spectacles.
During any “Re-check” and “Re-make” process, we will endeavour to put any errors right, but ultimately, it may prove that the original prescription is correct. We may then alter the “type” of lens being used to improve comfort and tolerance, if it’s relevant. (eg. A new thin lens type has been used)
If the end result is consistent with the prescription, and it lies within published tolerances, then it is deemed a satisfactory result of the contract to supply you with spectacles. This also satisfies trading standards and OCCS (Optical Consumer Complaints Service) requirements of “fit for purpose”.
Beyond this point, there will be no further re-makes or refund of the spectacles, as the contract to supply your prescription spectacles has been completed satisfactorily. We will endeavour to get your spectacles right every time, and always strive for a satisfactory result, as our reputation suggests.
OCCS: www.opticalcomplaints.co.uk