Refund policy

Last updated: 18 October 2026

30-day returns

You have 30 days from the day your order is delivered to request a return. To be eligible, the glasses must be unused, undamaged, and returned in their original case and packaging.

How to start a return

Email support@opticneo.store with your order number and the reason for the return. We reply within 24 hours with the return address and instructions. Please do not send anything back before you receive those instructions — parcels sent to an unlisted address cannot be tracked or refunded.

Who pays for return shipping

You cover return postage for change-of-mind returns, including ordering the wrong strength or colour. We cover it when the item arrived faulty, damaged, or different from what was ordered.

Refunds

Once we receive and inspect your return, we email you to confirm. Approved refunds are issued to the original payment method within 14 days of us receiving the item. Your bank or card issuer may take a further 5–10 business days to show the credit.

Exchanges

We do not process direct exchanges. If you need a different strength or colour, return the original item for a refund and place a new order — this is faster than waiting for an exchange to be processed.

Faulty, damaged, or incorrect items

Email us within 14 days of delivery with your order number and photographs of the problem. We will send a replacement or issue a full refund including original shipping, whichever you prefer, at no cost to you.

Cancelling an order

If your order has not yet been dispatched, email us and we will cancel it and refund you in full. Once dispatched, the returns process above applies.

Items we cannot refund

Glasses damaged through use or accident, items returned without the original case and packaging, and requests made more than 30 days after delivery.

Statutory rights

Customers in the EU and the UK have a legal right to withdraw from an online purchase within 14 days without giving a reason. Our 30-day policy is in addition to that right and does not replace or limit it. Nothing in this policy affects the consumer rights you have under the law of your country of residence.

Unclaimed parcels

If a parcel is refused or goes unclaimed and is returned to us, we refund the order value minus the original outbound shipping cost.