Terms and conditions


1. Introduction

Sight Direct ('we'/'us') run www.sightdirectonline.com (the 'site') for visitors ('you') who wish to find out information on our products or to purchase our products. We are registered in the UK under company number (04686209). Our main trading address is 509 Durham Road, Low Fell, Gateshead, NE9 5EY, England, and our VAT number is (816967878).
You are very important to us so we encourage all of our customers to read the Terms and Conditions ('T&Cs') below. We try our very best to comply with the Electronic Commerce (EC Directive) Regulations 2002 and the Distance Selling Act 2000.
When you access, use and submit an order from the site, you agree with the T&Cs of this site. However, if you disagree agree with the T&Cs, we recommend that you do not use the site. Please note that our T&Cs in store may differ from our T&Cs online. 

2. Site content

Sightdirectonline.com contains information about our business and it's employees as well as information regarding a number of eyewear products. On our site you are able to see what services we offer, including but not limited to eye examinations. We reserve the right to modify or discontinue a product or service without notice at any time.

3. Use of site

The contract between us and you is made when you confirm your order. By agreeing to these T&Cs you will not use our products and/or services for any illegal or unauthorised purpose. You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of our products and/or services without permission from us. We reserve the right to refuse service to anyone for any reason at any time. 

4. Price

The prices stated on our website are including VAT. Prices for our products are subject to change without notice. We try our hardest to keep all our prices up to date. In the event that we have incorrectly entered a price of a product you have ordered, we will notify you by contacting the email and/or billing address/phone number provided at the time the order was made. This order will be cancelled/changed accordingly.
Prices mentioned on the site do not include delivery. Delivery options and prices can be seen once your desired products have been selected.

5. Payment

Our online store is hosted by Squarespace. They provide us with the online e-commerce platform that allows us to sell our products to you. On our site you can pay via:

  • Stripe (a merchant processing partner for accepting credit and debit cards as payment methods)
  • PayPal (a service that enables you to pay, send money, and accept payments without revealing your financial details)

Payment must be made upon placing the order. We will only process the order once payment has been received.

6. Personal data and account information

You agree to provide current, complete and accurate personal data and account information for all purchases made on our site so that we can complete your transactions and contact you as needed.

7. Typographical purchase errors

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. It is your responsibility to enter details correctly online. If you have made any errors during ordering please contact us as soon as possible (within 12 hours). We will try our hardest to update your information so the purchase can be completed, but we cannot guarantee this. After this time you may be subject to extra charges. Please see our Delivery and Returns page for more help and information.

8. Prescription details

The prescription you provide us must be provided to you by either a registered Ophthalmic Optician or a registered Medical Practitioner after an eye examination that took place within the last two years. If you do not have this information, please contact us and we will be happy to arrange an eye examination for you. We cannot be held responsible for any prescription details entered incorrectly.

9. Site information errors

We will make every effort to display the information of our products and/or services as accurately as possible. We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. We reserve the right to modify the contents of this site at any time but have no obligation to do so. Any reliance on the material on this site is at your own risk.
If a product is purchased on our site and the product information is found to be incorrect, we reserve the right to cancel the order.
Please note that the colours of our products may look different on various monitors. We do not take responsibility for this.

10. Orders and deliveries

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.
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.

11. Returns and refunds

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.

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.

12. Cancellations

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. 

13. Guarantee

Frames and lenses are covered by a manufacturing 1 year guarantee; however, this does not cover mistreatment or wear and tear.

14. Using or reglazing your own frame

Sightdirectonline.com are happy to reuse an old frame and every care will be taken while handling your existing frames; however, there is a risk in this process and we are not responsible for any damages that may occur to your frame. We will not accept responsibility if your frame is damaged while glazing or it is lost in the post. If we believe the quality of your frame is not suitable to be reglazed, we will contact you regarding the return of your frame and refund any payment made. Own frames are always used/sent at your own risk.

15. Governing Law

The T&Cs will be governed by English law. Both you and SightDirect submit to the exclusive jurisdiction of the courts of England and Wales. Any dispute or claim arising out of or in connection with these T&Cs shall be governed by and construed in accordance with these laws.

16. Trademarks and copyrights

All content on our website, including but not limited to text, graphics, logos and images, is the property of SightDirect or its suppliers and protected by copyright and other laws that protect intellectual property and proprietary rights. You agree to observe and abide by all copyright and proprietary restrictions.
You agree that you do not acquire any ownership rights in any protected content and you will use this protected content solely for your personal use, and will make no other use of the content or share any with a third-party without the express written permission of SightDirect and the copyright owner.

17. Third-party content

Certain content, products and services available on our site may include materials from third-parties. We may also provide you with third-party links, which we neither monitor nor have any control nor input. You acknowledge and agree that we shall have no liability whatsoever arising from or relating to your use of third-party content or links. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction.

18. International users

SightDirect, and the associated products and services, are controlled, operated and administered within the UK. If you access our site from outside the UK, you are responsible for compliance with English laws. You agree not to use the content of our site in any way that is prohibited by any applicable restrictions, regulations or laws.

19. Limitation of liability

Under no circumstances will SightDirect (including employees, agents and subcontractors) be liable to you for any injury, loss, costs, liabilities, damages and expenses relating to or arising from your use of our site, products or services.
Our maximum liability to you in connection with any physical damage caused through our negligence will not in any circumstance exceed the price paid by you to SightDirect relating to the relevant order giving rise to the alleged claim or the maximum extent permitted by law, whichever is lower.
You agree to indemnify, defend and hold SightDirect harmless from any claim or demand, including reasonable legal fees, made by any third-party due to or arising out of your breach of these T&Cs or your violation of any law or the rights of a third-party.

20. Termination of use

We reserve the right to refuse any order you place with us. If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these T&Cs, we may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination.
We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the email and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors. Under no circumstances can products bought from SightDirect be resold to the public.

21. Changes to the T&Cs

We may decide to change the T&Cs from time to time. All changes will appear on this page.

22. Contacting us

If there are any questions regarding these T&Cs, you may contact us using the information below:

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

Last Edited on 20/01/2018