Terms And Conditions of Sales. Returns & Service

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Masons Avenue Group

Terms of Sale, Returns & Service Policy

Applicable to Masons Avenue Opticians and St Swithins Opticians

Last updated: 2026

At Masons Avenue Group, our aim is to provide high-quality professional eye care, eyewear and service and to resolve any concerns fairly and promptly.

Because prescription eyewear is individually prescribed, measured, manufactured and fitted, any reported problem will normally need to be investigated before the cause and appropriate remedy can be determined.

This policy applies across the Masons Avenue Group unless specific terms relating to an individual service, membership or payment plan state otherwise.

Nothing within this policy affects your statutory rights.

1. PRESCRIPTION SPECTACLES & LENSES SUPPLIED BY US

If prescription spectacles or lenses supplied by Masons Avenue Opticians or St Swithins Opticians are faulty, have not been manufactured to the agreed specification, or there is a concern regarding the prescription or dispensing, we will investigate the matter.

Depending upon our findings, an appropriate remedy may include:

• adjustment of the spectacles;
• verification of the lenses against the prescription;
• checking dispensing measurements and fitting;
• a prescription recheck where clinically appropriate;
• replacement or remake of the lenses;
• replacement of a faulty product; or
• where appropriate, a refund.

A reported difficulty with new spectacles does not necessarily mean that either the prescription or the spectacles are incorrect.

Problems may arise for a number of reasons, including prescription changes, lens manufacture, dispensing measurements, frame fitting, lens positioning, adaptation to a new prescription or lens design, or other clinical factors.

We will therefore normally require an opportunity to examine the spectacles and review the relevant clinical and dispensing records before determining the cause and appropriate remedy.

2. PRESCRIPTIONS ISSUED BY US – SPECTACLES PURCHASED ELSEWHERE

Where Masons Avenue Opticians or St Swithins Opticians carries out your eye examination and issues your prescription, but you choose to purchase your spectacles from another optician, retailer or online supplier, we remain responsible for the professional eye examination and prescription that we have provided.

The supplier of the spectacles is responsible for the manufacture, measurements, fitting and dispensing of the spectacles they provide.

If you experience difficulty with spectacles made elsewhere using a prescription issued by us, this does not necessarily mean that either the prescription or the spectacles are incorrect.

We will be happy to investigate any concern relating to a prescription issued by us.

What we may ask you to bring

To allow us to investigate properly, please bring:

• the spectacles causing the problem;
• your previous spectacles, where available;
• the prescription issued by us; and
• any order, prescription or specification supplied with the new spectacles.

We may:

• verify the lenses against the prescription issued;
• review your clinical record;
• compare the prescription with previous prescriptions;
• assess the spectacles where appropriate; and
• arrange a prescription recheck where clinically indicated.

Inspection of Externally Supplied Spectacles

We cannot establish whether externally supplied spectacles have been manufactured, measured or fitted correctly without having an opportunity to inspect them.

If the spectacles are not presented to us, our ability to determine the cause of the problem will therefore be limited.

Where our investigation identifies an issue with the prescription issued by us, we will explain our findings and take appropriate action in relation to the professional service we provided.

Where our prescription is confirmed but an issue appears to relate to the manufacture, measurements, fitting or dispensing of spectacles supplied elsewhere, you will normally need to return the spectacles to the original supplier for adjustment, remake, replacement or refund.

Masons Avenue Group cannot provide a refund for spectacles or lenses purchased from another supplier.

3. EXTERNAL PRESCRIPTIONS DISPENSED BY US

We are happy to make spectacles using a valid prescription issued by another registered optical professional, subject to our normal clinical and dispensing requirements.

Where Masons Avenue Group manufactures and dispenses spectacles using an external prescription, we are responsible for the manufacture, measurements, fitting and dispensing services that we provide.

The practitioner who carried out the eye examination remains responsible for the prescription they issued.

If you experience difficulty with spectacles supplied by us using an external prescription, we will initially assess:

• the lenses supplied;
• whether the lenses correspond with the prescription provided;
• dispensing measurements;
• frame and lens fitting;
• lens positioning where relevant; and
• any other appropriate dispensing factors.

Where these are confirmed as correct but there is reason to believe the prescription itself requires review, we may advise you to return to the practitioner who issued the prescription for a prescription recheck.

Where reasonably required, we will cooperate with the prescribing practitioner to help establish the cause and resolve the matter.

4. PRESCRIPTION RECHECKS

Where a patient reports difficulty with a prescription issued by Masons Avenue Opticians or St Swithins Opticians, a prescription recheck may be arranged where clinically appropriate.

A difference between two eye examinations does not automatically establish that either prescription is incorrect.

Prescription findings need to be considered alongside factors including:

• the patient's symptoms;
• previous prescription;
• visual acuity;
• visual requirements;
• spectacles being worn;
• adaptation to a new prescription;
• lens design; and
• relevant clinical information.

Where possible, patients attending a prescription recheck should bring:

• their new spectacles;
• their previous spectacles; and
• any other spectacles relevant to the concern.

This allows us to make an appropriate comparison and investigate the concern properly.

5. VARIFOCAL LENS NON-TOLERANCE POLICY

We offer a 60-day varifocal non-tolerance policy on varifocal spectacles supplied by Masons Avenue Group.

Varifocal lenses are individually manufactured and require accurate measurements, appropriate frame fitting and a period of adaptation.

If you experience difficulty adapting to your new varifocal lenses, please contact us as soon as possible so that we can investigate.

We may check:

• the prescription;
• lens design;
• lens positioning;
• dispensing measurements;
• frame fitting;
• visual requirements; and
• other relevant clinical or dispensing factors.

Adjustments or a remake may initially be offered where appropriate.

Varifocal Non-Tolerance

If, following appropriate assessment, you remain unable to tolerate the varifocal lens design or prescription, we will offer an appropriate alternative lens arrangement.

This may include:

• separate single-vision distance and reading lenses; or
• bifocal lenses where clinically and practically appropriate.

As varifocal lenses are individually manufactured and professionally measured and fitted, our 60-day non-tolerance guarantee normally provides an exchange to an appropriate alternative lens solution rather than a cash refund.

Any difference in price arising solely from exchanging the varifocal lenses for an alternative lens arrangement will not normally be refunded under the non-tolerance guarantee.

The 60-day period runs from the date the spectacles are collected or supplied to the patient.

This policy applies only to varifocal spectacles supplied by Masons Avenue Group.

This does not affect your statutory rights.

6. SUNGLASSES & NON-PRESCRIPTION EYEWEAR

Masons Avenue Group offers a refund or exchange on eligible non-prescription sunglasses returned within 30 days of purchase, subject to proof of purchase.

For a change-of-mind return, products should:

• be returned with their original packaging where reasonably possible;
• be unused and in a resaleable condition;
• include any cases, accessories or other items originally supplied; and
• show no signs of accidental damage or misuse.

Our change-of-mind policy does not cover:

• accidental damage;
• scratched lenses;
• damaged decorative components;
• damage caused by misuse; or
• normal wear and tear.

Faulty products will be dealt with in accordance with your statutory rights.

7. PRESCRIPTION PRODUCTS & RETURNS

Prescription lenses and prescription spectacles are individually produced for a particular patient and therefore cannot normally be returned simply because the patient has changed their mind.

Where there is a concern regarding the prescription spectacles we have supplied, we will investigate the matter under Sections 1, 4 and, where applicable, 5 of this policy.

Where a refund, remake or replacement is agreed, we may require the spectacles and/or lenses concerned to be returned to us.

The requirement for a product to be in a resaleable condition does not apply in the same way where the product is alleged to be faulty or not as agreed.

8. PROOF OF PURCHASE

Proof of purchase may be required before a refund, exchange, remake or other remedy can be processed.

Acceptable proof may include:

• an original receipt;
• electronic receipt;
• payment record; or
• another reasonable record of the transaction.

Where the purchase can be verified through our practice management or accounting records, we may accept this as evidence of purchase.

9. GIFT CARDS

Gift cards are not normally refundable or exchangeable for cash once purchased.

Lost or stolen gift cards may not be replaceable unless we are able to identify and verify the original transaction and unused balance.

This does not affect any statutory rights that may apply.

10. PROFESSIONAL & EYE EXAMINATION FEES

Our professional fees reflect the clinical time, expertise, professional judgement, equipment and services provided during your appointment.

Our standard professional fees are fixed.

Different arrangements or subsidised fees may apply to:

• approved Corporate Partners;
• NHS-eligible patients;
• membership plans; or
• other contracted schemes.

Fees for professional services that have already been properly provided are not ordinarily refundable simply because a patient subsequently decides not to purchase spectacles, purchases spectacles elsewhere, or changes their mind.

Where there is a genuine concern regarding the professional or clinical service provided, we will investigate the matter in accordance with our clinical review and complaints procedures.

Nothing within this policy limits any rights or remedies a patient may have where a professional service has not been provided with reasonable care and skill.

11. NHS SERVICES

NHS-funded eye care, vouchers and other NHS entitlements are subject to the applicable NHS eligibility, clinical and voucher rules.

NHS entitlements cannot be transferred between individuals.

Where NHS funding contributes towards spectacles or another service, any additional private charges will be explained where applicable.

12. APPOINTMENT DEPOSITS & CANCELLATIONS

Certain appointments may require a deposit when booking.

Where an appointment deposit is required, the amount and relevant conditions will be explained at the time of booking.

Deposits may be applied towards the relevant appointment or service.

Appointments cancelled with less than 24 hours' notice may incur a cancellation charge of £25.

Where a patient fails to attend an appointment without appropriate notice, an appointment deposit may be retained.

We recognise that exceptional circumstances can arise and these will be considered reasonably by the practice.

13. MASONS AVENUE GROUP – DIRECT DEBIT PAYMENT POLICY

This policy applies to Direct Debit arrangements operated across the Masons Avenue Group, including:

Masons Avenue Opticians
St Swithins Opticians

Masons Avenue Group offers Direct Debit arrangements to eligible patients to provide a convenient way of paying for ongoing eye care, membership, eyewear and other qualifying services.

The specific benefits, monthly payment, payment frequency and any minimum commitment applicable to a particular plan will be explained when the patient joins.

Eligibility

Direct Debit arrangements are available to patients who join an eligible Masons Avenue Group eye care, membership or eyewear plan.

A valid UK bank or building society account capable of accepting Direct Debit instructions is required.

Eligibility and the services or benefits included will depend upon the particular plan selected.

Payment Terms

Payments will be collected automatically from the patient's nominated bank account on or around the agreed collection date.

When an arrangement is established, we will provide details of:

• the regular payment;
• payment frequency;
• any initial payment;
• any minimum term or commitment; and
• the services, products or benefits included.

The first payment may differ from subsequent payments where an initial payment or other agreed charge applies.

Cancelling a Direct Debit

Patients have the right to cancel their Direct Debit instruction at any time through their bank or building society.

We also ask patients to notify the relevant Masons Avenue Group practice so that we can update their account.

Cancelling a Direct Debit instruction does not necessarily cancel the underlying membership, payment agreement or any outstanding financial obligation.

Where products, services or benefits have already been provided subject to an agreed minimum commitment, any outstanding amount may remain payable in accordance with the terms of the relevant plan.

Changes to a Direct Debit Plan

Patients may request changes to their Direct Debit arrangement where permitted under the applicable plan.

Where we need to change the amount, collection date or frequency of a Direct Debit, appropriate advance notice will be provided.

Where Masons Avenue Group makes a material change to a plan or its benefits, affected patients will be notified in accordance with the applicable terms.

Failed Payments

If a Direct Debit payment is unsuccessful, we will normally contact the patient and provide an opportunity to bring the account up to date.

If payments repeatedly fail, Masons Avenue Group may:

• request an alternative method of payment;
• suspend benefits or services associated with the plan where permitted;
• request payment of any outstanding amount; or
• terminate the arrangement in accordance with the applicable plan terms.

Where an administration charge applies following repeated failed payments, this will be communicated to the patient and applied in accordance with the terms of the relevant plan.

Refunds & Payment Disputes

If you believe that a Direct Debit payment has been collected incorrectly, please contact the relevant Masons Avenue Group practice promptly so that we can investigate.

Where a refund is due from Masons Avenue Group, we will aim to process it promptly using an appropriate payment method.

Your rights under the Direct Debit Guarantee are separate from any contractual obligation you may have under the underlying eye care, membership or payment plan.

Direct Debit Guarantee

Payments collected by Direct Debit are protected by the Direct Debit Guarantee.

Under the Guarantee:

• you will receive appropriate advance notice if the amount, date or frequency of your Direct Debit changes;
• if an error is made in the payment of your Direct Debit by Masons Avenue Group or the relevant payment organisation, you may be entitled to a refund from your bank or building society in accordance with the Direct Debit Guarantee; and
• you may cancel a Direct Debit instruction at any time by contacting your bank or building society.

Cancelling the Direct Debit itself does not automatically extinguish any outstanding amount properly due under the agreement to which the Direct Debit relates.

For questions regarding a Direct Debit arrangement, please contact the Masons Avenue Group practice through which your plan is administered.

14. INDIVIDUAL MEMBERSHIP & EYE CARE PLANS

Masons Avenue Group may offer individual membership, eye care, contact lens, eyewear or other subscription plans.

Individual plans may have their own terms relating to:

• monthly payments;
• minimum terms;
• included examinations or services;
• product allowances;
• discounts;
• cancellation;
• outstanding balances; and
• other benefits.

Those specific terms should be read alongside this general policy.

Where an individual plan has specific terms relating to the benefits or financial commitment of that plan, those terms will apply to that particular arrangement, subject always to applicable statutory rights.

15. FAILED OR CANCELLED DIRECT DEBITS AND SERVICES

Cancelling a Direct Debit with a bank does not itself cancel services or products that have already been supplied or an underlying contractual commitment.

Where a patient wishes to leave a Direct Debit-funded scheme, they should contact us so that we can:

1. confirm the cancellation;
2. establish whether any minimum term applies;
3. calculate any properly outstanding balance;
4. confirm when plan benefits will cease; and
5. stop future collections where appropriate.

This is intended to prevent patients inadvertently cancelling the payment mechanism while leaving an underlying account unresolved.

16. RAISING A CONCERN ABOUT YOUR PRESCRIPTION OR SPECTACLES

If you experience a problem with your prescription, spectacles or the service you have received, please contact the relevant practice as soon as reasonably possible.

We ask patients to allow us a reasonable opportunity to investigate the concern.

Depending upon the circumstances, this may involve:

1. discussing the symptoms or problem with you;
2. inspecting the spectacles;
3. checking the spectacles against the prescription;
4. reviewing dispensing measurements and fitting;
5. reviewing the clinical record and previous prescription;
6. arranging a prescription recheck where clinically appropriate; and
7. explaining our findings and proposed resolution.

We will not assume that either a prescription or a pair of spectacles is incorrect without first investigating the circumstances.

Where spectacles have been purchased elsewhere, we strongly recommend bringing the spectacles to us for inspection if you believe there may be an issue with a prescription issued by us.

Without examining the spectacles, it may not be possible to establish whether the concern relates to the prescription, manufacture, measurements, fitting, adaptation or another factor.

17. COMPLAINTS & SERVICE CONCERNS

We take complaints and concerns about our clinical care, products and service seriously.

If you are unhappy with any aspect of the service you have received, please contact the practice concerned and provide us with sufficient information to investigate.

We aim to:

• listen to and understand the concern;
• review the relevant clinical and/or dispensing records;
• speak to the members of the team involved where necessary;
• examine any relevant spectacles or products;
• establish the facts objectively;
• explain our findings clearly; and
• offer an appropriate resolution where one is required.

We ask patients to give us a reasonable opportunity to investigate and resolve a concern directly.

Where a concern involves clinical information, we will normally discuss the details privately with the patient rather than through public review platforms or social media.

18. REFUNDS

Where a refund is agreed following investigation, it will normally be returned using an appropriate payment method.

The availability of a refund will depend upon the circumstances, including whether the matter relates to:

• faulty goods;
• goods not supplied as agreed;
• a clinical or professional service;
• a change-of-mind return covered by our voluntary returns policy;
• a specific guarantee such as our varifocal non-tolerance policy; or
• another statutory entitlement.

A refund will not normally be provided for products purchased from another supplier.

Nothing in this section limits a patient's statutory rights.

19. APPLICATION ACROSS THE MASONS AVENUE GROUP

Unless expressly stated otherwise, this Terms of Sale, Returns & Service Policy applies across the Masons Avenue Group, including:

Masons Avenue Opticians

and

St Swithins Opticians

It covers our general policies relating to:

• prescription spectacles and lenses;
• prescriptions issued by us and dispensed elsewhere;
• external prescriptions dispensed by us;
• prescription rechecks;
• varifocal non-tolerance;
• sunglasses and non-prescription eyewear;
• professional and eye examination fees;
• NHS services;
• appointment deposits and cancellations;
• Direct Debit arrangements;
• refunds;
• complaints; and
• investigation of patient concerns.

Individual services, Corporate Partner arrangements, membership schemes and subscription plans may have additional terms and conditions.

Where additional terms apply, these will be provided or made available in connection with the relevant service or plan.

20. OUR APPROACH

Our objective is to establish the cause of any problem fairly and objectively and provide the most appropriate solution for the patient.

We ask patients to work with us by providing the spectacles, information and opportunity reasonably required to investigate a concern.

We are committed to professional clinical care, clear communication and fair resolution of complaints.

Masons Avenue Group

Masons Avenue Opticians
St Swithins Opticians

For questions regarding this policy, your spectacles, prescription, Direct Debit arrangement or a service you have received, please contact the relevant practice.

Last updated: 2026

Nothing in these terms excludes or restricts your statutory rights.