DELIVERY AND RETURNS POLICY

Import Duty

In most cases, import duties and taxes are not applied when your parcel arrives, however please note that customers could be charged for some deliveries, once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges as customs policies vary from country to country. If you have any questions related to customs charges you are advised to contact your local customs office

NOTE:

It is your responsibility to ensure that the goods are returned to us in original condition with all the manufacturers packaging, instructions and guarantee booklet.

If returning from OUTSIDE the EU please DO NOT USE COURIER SERVICES as there will be excessive clearance fees, we will either refuse delivery or charge the fees back to you. You must write “RETURNING UNSUITABLE GOODS TO SENDER” on the customs form and parcel itself as we will not accept parcels that incur duty charges.

YOU SHOULD:

1) Package the articles carefully.
2) Use a trackable, insured method to return the item(s).
3) Retain the tracking number for your records.

RETURNS POLICY

Under the United Kingdom’s Distance Selling Regulations you have the right to cancel your order for any non bespoke item purchased from Kenyon Opticians for a full refund. Order cancellations must be made by email quoting your order number, within 14 working days of the day after you receive the goods.

RETURN OR EXCHANGE AN ITEM

If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 14 days of receipt (excluding custom made items which are non returnable unless faulty). We will issue a refund on receipt, or exchange the item for a different model/ colour if preferred.

PLEASE NOTE:

Upon receipt of your order, please check the goods are in perfect condition and notify us straight away if there is a problem.

The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

If returning from OUTSIDE the EU please DO NOT USE COURIER SERVICES as there will be excessive clearance fees, we will either refuse delivery or charge the fees back to you. You must write “RETURNING UNSUITABLE GOODS TO SENDER” on the customs form and parcel itself as we will not accept parcels that incur duty charges.

If you receive your item in a faulty condition you must notify us by email within 14 working days of receipt of the product. Kenyon Opticians do not pay return postage unless an item is the wrong item or faulty.

Please send all returns to Kenyon Opticians, 139 Main Street, Bingley, West Yorkshire, BD16 1AJ, United Kingdom

FAULTY ITEM

If you receive your item in a faulty condition you must notify us by email within 14 working days of receipt of the product quoting your name and order number. We will then advise on how to proceed with the return.

I RECEIVED THE WRONG ITEM

If the item you received is not what you originally ordered, please contact us by email quoting your name and order number. We will then advise on how to proceed with the return.

This returns policy does not effect your statutory rights.

WHAT IS COVERED UNDER YOUR MANUFACTURERS WARRANTY:

During the warranty period sunglasses and spectacle frames are covered for manufacturers defects.

Alteration or misuse will void the warranty. Use only spectacle cleaner or warm water to clean your sunglasses/spectacles, use only the supplied cloth or a non abrasive cloth to wipe.

A covered component will be repaired or the product replaced if it proves to be defective in material or workmanship under normal use as determined by the manufacturer.

WHAT IS NOT COVERED:

  • Any scratches on lenses or frames.
  • Damage resulting from improper handling, lack of care, accidents or normal wear and tear.

If you are in any doubt as to what is covered by the manufacturers warranty please refer to the warranty leaflet enclosed with your product.