We’ve simplified our policy to make returns, refunds, and warranty claims clearer and easier to understand. Please read the relevant section carefully before starting a return or making a claim.
14-Day Returns
Unused items only, subject to approval and inspection.
12-Month Product Guarantee
Covers manufacturing defects only.
Returns Process
Returns must be requested through our returns portal before being sent back.
Please note:
Normal wear such as scratches, coating wear, fading, finish changes, discolouration, loose hinge tension, or general adjustment requirements are not covered.
If you change your mind about an item purchased from our website, you have 14 days from the date of delivery to submit a return or exchange request through our returns portal. Once your return is approved, you then have a further 14 days for us to receive the item.
We are unable to extend the return window if you fail to submit your request within the 14-day period. Items returned outside the approved timeframe will not be accepted and will be returned to sender.
To be eligible for a change-of-mind return, your order must meet all applicable conditions below. We reserve the right to refuse any return that shows signs of use, wear, damage, or handling beyond what is necessary to inspect the item. All items must be received as new.
Items that do not meet the above conditions will not be accepted and will be returned to the customer. Where possible, supporting photos will be provided.
All returns and exchanges must be started through our returns portal. Returns sent back without first completing the returns process and receiving approval will not be accepted.
If you send an item back without prior approval or without following our stated process, the parcel will not be accepted and will be returned to sender.
Return postage is the customer/buyer’s responsibility.
When returning an item, you are responsible for ensuring that the item is properly packaged. This helps prevent damage to the item and product packaging. Items must be returned with all relevant packaging and any requested paperwork or return documentation.
If your order qualified for free delivery based on a minimum order value and you choose to return an item which causes your retained order value to fall below this threshold, the standard delivery charge/service used will be deducted from any refund owed to you.
If you purchase a product as part of a promotion, discount bundle, or multi-buy offer and later return part of that order, the remaining items will be charged at their full individual price, with any promotional discounts voided and excluded from the final refund where applicable.
If your order included a free item as part of a promotion, this free item must also be returned if the qualifying items are returned. If the free item is not returned, the full retail value of that item will be deducted from your refund.
We offer a fair returns policy for genuine customers. To protect our business and other customers, we monitor return behaviour. Excessive, unusual, or repeated return activity will result in additional checks and restrictions on future orders.
If your order contains multiple items and you return a significant proportion of them, a handling fee will apply where clearly stated at the time of purchase or where permitted by law. This fee helps cover processing, restocking, and administrative costs associated with multiple item returns.
Please inspect your order as soon as it arrives. If your item is damaged in transit, incorrect, incomplete, or appears faulty when first received, please notify us as soon as possible with your order number and clear photo and/or video showing the issue.
Issues that are present on delivery or identified immediately after receiving and inspecting the product are handled separately from our standard Product Guarantee assessment process. We will normally only request the information reasonably necessary to confirm the issue and determine the appropriate resolution.
We ask that obvious transit damage or delivery-related issues are reported within 24 hours of delivery wherever possible so that we can investigate the matter promptly with the relevant delivery provider. This request does not affect your statutory rights.
If no one is available to receive the delivery and the tracking status shows the item as delivered, please inspect the parcel and product as soon as reasonably possible and report any visible transit damage promptly.
If an issue develops after the product has been received and used, the claim will normally be assessed under our Product Guarantee process set out below.
We are a UK-based company and do not cover return shipping costs for international returns.
Once we have received and inspected your approved return, we will notify you whether the refund has been approved. If approved, your refund will be processed to your original payment method within 5-7 business days.
If more than 10 business days have passed since approval and you have not received your refund, please contact us through our online chat.
All watches, sunglasses, and ski goggles are covered by our 12-Month Product Guarantee from the original date of purchase, unless otherwise stated for specific accessories or excluded items.
This Product Guarantee covers manufacturing defects in materials or workmanship only. It does not cover normal wear and tear, accidental damage, misuse, environmental exposure, minor adjustments, or changes that develop gradually over time through regular use.
Grade A and B items include a 30 day warranty only.
This Product Guarantee is provided in addition to, and does not affect, your statutory rights under UK consumer law.
We will repair, replace, or otherwise resolve an issue, at our discretion, where a product is found to have a genuine manufacturing defect.
All Product Guarantee claims are subject to assessment prior to approval. Submitting a claim does not automatically mean that the issue is covered by our Product Guarantee or that a repair, replacement, or refund will be provided.
The following are considered normal wear, environmental exposure, cosmetic change, or non-warranty issues and are not covered unless caused by a proven manufacturing defect:
Our products are designed for everyday use but are not intended to remain in as-new condition indefinitely. Over time, wearable products will naturally show signs of use and ageing.
This includes surface marks, coating wear, finish changes, oxidation, slight colour changes, or general material ageing. These are normal characteristics of use and are not considered manufacturing defects.
Issues that develop gradually over time are considered normal wear and are not manufacturing defects. Manufacturing defects are typically present at delivery or become apparent relatively early during normal intended use. Issues arising after extended or regular wear are generally considered wear rather than faults in manufacture.
Many of our products include specialist coatings and finishes, such as scratch-resistant coatings, anti-fog treatments, mirrored finishes, plated finishes, painted finishes, and other protective or decorative surface treatments.
These features are intended to improve durability, appearance, or performance, but they are not permanent and will naturally wear over time depending on use, storage, care, and environmental exposure.
Where a lens is described as scratch-resistant, this means it has a scratch-resistant coating intended to help reduce minor surface marking during normal use. It does not mean the lens is scratch-proof.
If your product arrived damaged, incorrect, incomplete, or appeared faulty when first received, please follow the process in Section 8 above.
If an issue has developed after receiving and using the product and you believe it may be the result of a manufacturing defect, please contact us through our online chat or customer support channel to submit a Product Guarantee claim.
To allow us to assess your claim, you will be asked to provide:
Once the required information has been received, we will assess the claim and either confirm the outcome, request further information, or ask for the product to be returned for inspection.
For Product Guarantee claims, we will normally assess the issue remotely first using the evidence provided. Where necessary, we may require the item to be returned for inspection and may consult with the manufacturer or supplier before confirming the outcome of a claim.
All Product Guarantee claims are assessed individually. We reserve the right to determine, acting reasonably, whether an issue is due to a manufacturing defect or to normal wear, accidental damage, misuse, improper care, or environmental exposure.
Claims that do not meet the criteria of a manufacturing defect under this Product Guarantee may be declined. If an item is returned for inspection and is found not to have a manufacturing defect, reasonable return shipping costs may remain the responsibility of the customer where permitted by law.
Any item submitted for Product Guarantee assessment must be in a condition suitable for inspection. We may be unable to assess a claim where a product is excessively worn, unhygienic, altered, incomplete, or damaged beyond the issue being claimed.
All components relevant to the claim must be retained. If a component has detached, broken, or come away from the product, please retain that component and provide it as part of the claim where reasonably possible.
Where a claim concerns a detached, broken, loose, or damaged component but the relevant component has been lost, discarded, replaced, or is otherwise unavailable for inspection, we may be unable to determine the cause of the issue and may be unable to approve the claim under our Product Guarantee.
Please do not dispose of any part of the product, attempt a repair, or replace a component before contacting us, as doing so may prevent us from properly assessing the cause of the issue.
Where requested, the complete product and all relevant components must be made available for inspection before a Product Guarantee claim can be approved. This does not affect your statutory rights.
If a claim is confirmed as a genuine manufacturing defect, we will cover reasonable replacement shipping costs where applicable or where required by law.
If a claim is found not to be covered under the Product Guarantee, shipping costs remain the responsibility of the customer. We recommend using a tracked service whenever returning items to us.
If you return an item purchased with a Gift Card within our change-of-mind returns policy, any approved refund will be issued in accordance with the original payment split, unless consumer law requires otherwise.
If goods are faulty, not as described, or otherwise breach your statutory rights, refunds will be handled in accordance with applicable law.
We reserve the right to investigate and reject returns or purchases where there is evidence of misuse, including attempts to use Gift Cards to bypass normal returns or refund rules. For example, purchasing a Gift Card, using it to buy items, and then seeking a cash/card refund is not permitted. In such cases, refunds will be issued via Gift Card only unless otherwise required by law.
Please treat Gift Cards like cash. We will be unable to replace lost or stolen Gift Cards unless satisfactory proof of purchase is provided.
This policy does not affect your statutory rights under UK consumer law. You are entitled to a full refund within 14 days of purchasing a Gift Card, provided it has not been used, under the Consumer Contracts Regulations 2013. For faulty or misdescribed goods, you have the right to a full refund, repair, or replacement under the Consumer Rights Act 2015.
Please do not send any returns to our registered office address. All returns must be approved through our returns portal before being sent back. Once your return is approved, we will provide the correct returns address and any relevant instructions.
If you send an item to the registered office address or fail to complete the return through our portal, your package will be returned to sender.
Nothing in this policy excludes or limits your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations, or any other applicable consumer protection law.
We reserve the right to update or amend this policy at any time. Any changes will be effective immediately upon posting on our website. The version in force at the time of your order will apply unless a change is required by law.
