Exchange, Return & Refund Policy

1. Exchange Policy

How do I request an exchange?

You may contact us within 15 days of receiving your order to request an exchange.

To request an exchange, please contact our team through WhatsApp or email and provide your order details along with any relevant information or photographs required to assess your request.

Our team will review your request and confirm whether it qualifies under our Exchange Policy.

When am I eligible for an exchange?

We provide a one-time exchange per pair in eligible cases, including:

• You selected the wrong frame size, shape, material, or color.
• You do not like the frame or feel that it does not suit you.
• You provided an incorrect prescription.
• You provided an expired prescription.
• You provided an incorrect, incomplete, or unverified PD (Pupillary Distance) measurement.

Exchange requests are subject to review and approval by our team.

Important exchange conditions

• Exchange requests must be made within 15 days of delivery.
• Only one exchange per pair is permitted.
• The replacement frame will be subject to availability.
• Any difference in price between the original and replacement product may need to be paid by the customer.
• Customized prescription lenses may need to be remade for the replacement frame and may be subject to applicable charges.
• The original item must be returned in acceptable condition and, where applicable, with its original packaging and accessories.
• Items that have been intentionally damaged, heavily scratched, altered, or misused may not qualify for exchange.

Terms & Conditions apply.

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2. Return Policy

When am I eligible for a return?

You may request a return if the issue is caused by an error, defect, or incorrect fulfillment on our part.

Eligible situations may include:

• You received a broken or damaged pair.
• You received a completely different frame from the one you ordered.
• You received incorrect lenses.
• You received an incorrect lens coating or specification compared with your order.
• We made an error while preparing your prescription.
• You received a product with a manufacturing or processing defect attributable to us.

Please contact us within 15 days of receiving your order.

Our team may request photographs, videos, prescription details, order information, or other relevant evidence to investigate the issue.

Once your request has been reviewed and approved, we will provide instructions for returning the product.

Damaged Products & Unboxing Video

We highly recommend recording a continuous video while opening your parcel, starting from the sealed package and continuing until the contents have been fully removed and inspected.

An unboxing video can serve as supporting evidence if you receive a broken, damaged, incorrect, or incomplete product and can help our team investigate your claim more efficiently.

If your glasses arrive damaged or broken, please contact us as soon as possible after delivery and provide the unboxing video, along with clear photographs of the product and packaging where available.

Please keep the original packaging until your claim has been reviewed and resolved.

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3. Refund Policy

When will I receive a refund?

A refund may be offered where the issue is caused by an error on our part and the order cannot reasonably be replaced, remade, or corrected.

Refunds may be considered in circumstances such as:

• We are unable to provide the correct replacement product.
• The ordered product is unavailable and a suitable replacement cannot be provided.
• We made an error that cannot reasonably be corrected through an exchange or remake.
• We cancel your order because we are unable to fulfill it.

All refunds are subject to review and approval by Specsy.co.

When are refunds not applicable?

Refunds are generally not provided for:

• Change of mind.
• The frame not looking or feeling suitable to you.
• Incorrect frame size, shape, material, or color selected by the customer.
• An incorrect prescription provided by the customer.
• An incorrect or inaccurate PD measurement provided by the customer.
• An expired prescription provided by the customer.
• Failure to provide accurate measurements or other information required to process the order.
• Products that have been damaged, altered, or misused after delivery.

In these situations, an eligible one-time exchange may be available instead.

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4. Prescription & PD Responsibility

Customers are responsible for providing a valid and accurate prescription and accurate PD measurement when placing an order.

We strongly recommend having your prescription and PD verified by a qualified optometrist or eye-care professional before placing your order.

Specsy.co is not responsible for vision-related issues resulting from incorrect, incomplete, expired, or inaccurate information provided by the customer.

If you are unsure about your prescription or PD measurement, please contact our team before placing your order.

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5. Exchange & Return Shipping

Customer-requested exchange

Where an exchange is requested because of a customer preference, such as:

• Wrong frame selection
• Different color preference
• Different size or shape preference
• The frame does not suit the customer
• Incorrect prescription or PD supplied by the customer

the customer may be responsible for applicable return and replacement delivery charges.

Error or defect caused by Specsy.co

If the exchange or return is approved because of an error, defect, damage, or incorrect fulfillment by Specsy.co, we will arrange the appropriate solution and may cover the applicable return/replacement shipping costs.

Specific shipping arrangements will be communicated to the customer after the request has been reviewed.

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6. Refund Processing

Once a refund has been approved, it will be processed through the original payment method, where possible.

The time required for the refunded amount to appear in your account may vary depending on the payment provider, bank, or payment method used.

Any applicable payment-processing, delivery, or other non-refundable charges may be deducted where permitted and applicable.

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7. Important Conditions

• All exchange and return requests must be submitted within 15 days of receiving the order.
• Products must be returned in the condition required by this policy.
• We reserve the right to inspect and verify returned products before approving an exchange, return, or refund.
• Approval is not automatic and depends on the circumstances of each case.
• Customized prescription eyewear may be subject to additional conditions because it is prepared specifically according to the customer's order.
• Specsy.co reserves the right to refuse requests that do not meet the conditions of this policy.

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8. How to Contact Us

To request an exchange, return, or refund, please contact our customer support team within 15 days of receiving your order.

WhatsApp: +44 7852 911771
Email: info.specsyco@gmail.com
Website: Specsy.co

Please include your order number, registered name/contact details, and a brief description of the issue so that our team can assist you promptly.