delivEry and returns

 
 

1. Delivery

SightDirect delivers only to the UK. Delivery to PO Boxes will not be made.
You can chose one of the following delivery methods:

  • NEXT DAY DELIVERY (1-2 WORKING DAYS):
    Flat Rate: £0.00 per order, £7.95 per item.
    Products will be sent by recorded delivery and will need to be signed for on receipt.
  • FIRST CLASS SIGNED DELIVERY (2-3 WORKING DAYS):
    Flat Rate: £0.00 per order, £5.95 per item.
    Products will be sent by recorded delivery and will need to be signed for on receipt.
  • FIRST CLASS STANDARD DELIVERY (3-5 WORKING DAYS):
    Flat Rate: £0.00 per order, £4.95 per item.

We will only process the order once payment has been received. You will receive an email confirmation from info@sightdirectonline.com as soon as we know the status of your order. You will also receive and email confirmation from info@sightdirectonline.com when your items are dispatched. 
Regardless of the delivery method you choose, once your order is confirmed we will try to despatch your goods as quickly as possible. However, we can't be held responsible for delays caused by our mailing service. The time specified by us is only an estimate not a guarantee.

2. Out of stock items

Please note that the above estimated delivery times only apply to in stock items. We cannot always guarantee the availability of goods on our website. If for any reason we cannot deliver your item within the estimated time given on the chosen delivery method, for example your item is out of stock and this was not stated on the website, we will contact you as soon as possible via email and/or phone. In this case we will offer an alternative colour, size or model that may be delivered in the requested time frame. If this does not meet your satisfaction your order will not be processed and your payment refunded. If you wish to continue with the purchase, we will advise you of the time delay and give you an accurate estimated delivery time. Additionally, we will charge you for First Class Standard Delivery (per item) and refund the charge of the initial chosen delivery method. Please note that we will try our hardest to deliver your items within the estimated time given on the chosen delivery method.

3. Complex prescriptions
Please note that high index and coated lenses may take longer than the indicated delivery times. If for any reason we cannot deliver your item within the estimated time given on the chosen delivery method, we will contact you as soon as possible via email and/or phone. If this does not meet your satisfaction your order will not be processed and your payment refunded. If you wish to continue with the purchase, we will advise you of the time delay and give you an accurate estimated delivery time. Additionally, we will charge you for First Class Standard Delivery (per item) and refund the charge of the initial chosen delivery method. Please note that we will try our hardest to deliver your items within the estimated time given on the chosen delivery method.

4. Undelivered items

If your items are not received within 14 working days from the date of order, and you haven't been contacted by us, please contact us as soon as possible. In the case of undelivered items, our liability will be limited to replacing the goods within a reasonable time or issuing a refund. Reasonable evidence of non-delivery will be required and we will not be liable for more than one replacement of undelivered goods.

5. Inspection of goods

Items should be inspected upon acceptance. If a product arrives damaged or incorrect, please refrain from using the goods and contact us within 48 hours to request a Refund Authorisation Code. We will pay for the return of any faulty, damaged, incorrect or mis-described product, as long as you contact us within 48 hours of acceptance. After 48 hours, you may be responsible for the cost of returning the goods. You will receive a replacement or refund once we have received and inspected the damaged goods. If at fault we will refund postage up to the value of £4.99. Please use a traceable method of postage for your returned goods as we are not responsible for lost/damaged items in post. We reserve the right to repair or replace the goods at our discretion.
If your goods arrived and something is missing, please contact us within 48 hours of acceptance.
Once you receive your order, any damage incurred thereafter is your responsibility.

6. Returns

We endeavour to make our customers happy with our products, however should you wish to return any items please do the following:

  • Contact us via phone or email within 14 days of acceptance to request a Refund Authorisation Code
  • Complete the Returns Form and send it to info@sightdirectonline.com immediately.
    Products may not be refunded if returned to us more than 28 days after acceptance.
    Products will not be refunded unless they are in their original packaging and their original condition.
  • Send your goods to:
    SightDirect, Unit 2E, Drum Industrial Estate, Chester-Le-Street, DH2 1AG, England
    We are not responsible for lost/damaged items in the post, which is why we encourage you to use a traceable method of postage.

You will receive and email confirmation from info@sightdirectonline.com once your items have been received. Please not that refunds can only be made with non-bespoke items. All bespoke items, for example prescription lenses, tints, coatings or any made-to-measure products, are non refundable. You are also able to return your items by coming into any one of our stores within 14 days of acceptance and providing us with proof of purchase and the items in their original condition. Your refund may not be accepted or refunded if you return goods without a Refund Authorisation Code or request an authorisation code after 14 days. You will be responsible for the cost of returning items which are not damaged, faulty or mis-described, subject to any rights you have under UK consumer legislation. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards Office.

7. Refunds

You will be refunded for your returned items once we have received the items and they are in the original condition with all packaging in tact and all accessories included, for example the case and cloths.
Please note that once we have received your items we will process the refund as soon as possible, but refunds can take up to 10 days to appear in your bank account depending on which bank you use and where it is located.

8. Cancellations and errors

Should you for any reason wish to cancel your order, please complete the Cancellation Form and send it to info@sightdirectonline.com within 12 hours of your order. 
If the item has not already been dispatched, you may be eligible for cancellation and a full refund. If the Item has been sent and we are unable to prevent the delivery, you will have to accept the item and return it via our returns process. 
We take no responsibility for any typographical errors during online purchase, including but not limited to name, delivery address, quantity of purchase, and prescription information. If your information is entered incorrectly you should contact us as soon as possible. We will try our hardest to update your information so the purchase can be completed, however we take no responsibility of the result of any typographical errors made by you.

9. Contacting us

If there are any questions regarding delivery and returns, you may contact us using the information below:

sightdirectonline.com
509 Durham Road, Low Fell, Gateshead, NE9 5EY, England
Unit 2E, Drum Industrial Estate, Chester-Le-Street, DH2 1AG, England
info@sightdirectonline.com

Last Edited on 20/01/2018