Return and Refund Policy

Refund and Returns Policy

The Eye Clinic by Sal and Jay
Practice name of: THE MOBILE EYE CLINIC LTD (company number 17286579)
Last updated: 23 October 2026

Contact us

Address: 5 Bartlett Street, Caerphilly, CF83 1JS
Telephone: 02920 882046
Email: Office@theeyeclinicbysj.com
Practice contact: Saleh Khan

Our commitment

We want you to be happy with the eye-care services and products you receive from us. This policy explains how to raise a concern, request a refund, or ask us to put an issue right.

Nothing in this policy limits your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, NHS Wales arrangements, or any other applicable law. If this policy gives you less than your legal rights, your legal rights apply.

If something is wrong with your glasses or another product

Goods must be of satisfactory quality, fit for purpose and as described. If you think something is faulty, incorrectly supplied, or does not match the agreed order, contact us as soon as possible. Please bring the product with you, along with your receipt or other proof of purchase if available. We may inspect the item and check the order details so we can understand what has happened.

Depending on the circumstances and your legal rights, the remedy may be a repair, replacement, price reduction or refund. In general, the law gives a 30-day period to reject faulty goods for a refund. After that, you may usually be entitled to a repair or replacement; if that does not resolve the problem, you may have the right to a price reduction or refund. The precise remedy depends on the circumstances and statutory rules.

If we supplied glasses with the wrong frame, lenses, measurements or specification compared with the order we agreed, we will investigate and explain how we will correct the issue. Where the problem is our responsibility, we will put it right without charging you.

If you are having difficulty adapting to new lenses or frames, please contact us. An adjustment or follow-up may help. We will assess the issue and discuss appropriate next steps. A new prescription, a change of preference or normal adaptation does not by itself mean the product is faulty, but we will consider your individual circumstances and any rights that apply.

If you are unhappy with a service

If you believe an eye examination, dispensing appointment, repair or another service was not carried out with reasonable care and skill, please tell us. We will look into your concern and discuss an appropriate remedy. Depending on the circumstances, this may include repeating the service or a price reduction where the law provides for it.

Clinical concerns and complaints are handled in line with our complaints procedure. Contact the practice and ask to speak to Saleh Khan.

Change of mind and prescription products

For purchases made in the practice, there is no general legal right to return a product just because you have changed your mind or no longer want it. Prescription spectacles and contact lenses are made or supplied to an individual prescription and may be personalised. We cannot normally accept them for a change-of-mind refund once ordered or dispensed, unless we agree otherwise or your statutory rights apply.

For non-prescription items, or where an order has not yet been sent for manufacture, contact us as soon as possible. We will explain whether cancellation or an exchange is possible and whether any costs have already been incurred. Any charge will be explained before it is applied and will not remove a right you have under law.

Orders made online, by phone or during a home visit

Some purchases made online, by phone or away from our practice may have a legal 14-day cancellation period. The period and the available rights depend on the type of contract. The right to cancel does not generally apply to goods made to your specifications or clearly personalised, such as prescription spectacles made to an individual order. Different rules can apply to services, including where you expressly ask us to begin during a cancellation period.

NHS prescriptions and treatment are subject to separate rules. Please contact us if you are unsure which cancellation rights apply to your purchase. Where a cancellation right applies, we will explain how to exercise it and any steps needed to return goods.

NHS optical vouchers

If an NHS optical voucher was used towards a purchase, any correction, exchange or refund will be handled in line with the relevant NHS Wales voucher rules and your legal rights. A voucher is not cash and cannot be paid out as cash. Contact us so we can explain how your particular order will be handled.

How refunds are paid

Where a refund is due, we will explain the amount and how it will be paid. Refunds are normally made using the original payment method, unless the law allows another method and you agree to it. Any applicable statutory refund timeframe will be followed.

How to request help

Contact us by phone, email or in person using the details above. Tell us your name, what you purchased or service received, when it happened, and what you think has gone wrong. We may ask for your order details, receipt or the product itself to help us investigate. A receipt is helpful, but other evidence of purchase may also be used.

We will review your request fairly, explain our decision, and tell you about any next steps. If you are unhappy with how we have handled your concern, ask for it to be reviewed under our complaints procedure.