Terms And conditions of service

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Masons Avenue Group  Returns Policy

An offer of a refund on damaged or faulty goods on spectacles and a full refund on sunglass frames:

• Masons Avenue Opticians will offer a refund or exchange on Sunglasses, (not including accidental damage/scratch lenses or decorative stones) within 30 days of purchase with the original receipt. The original product packaging should be present and every element must be in a re-saleable condition when returned.
• If prescription spectacles or lenses are faulty or not to the correct specifications, after investigation a full refunded may be offered.
• Charges for professional fees are non-refundable under any circumstances.
• Prescription goods requiring a refund must be returned with the packaging and in a re-saleable condition.
• Gift cards, once purchased are non-refundable under any circumstances.
• Refunds will not be given without proof of purchase.
• This does not affect your statutory rights.

Specific Prescription Varifocal Lens Return Policy 

We will honour a 60 day returns policy where we will exchange any Varifocal returned to us due to non tolerance to the design or prescription made. 

Replacement lenses will be provided to replace the Varifocal set up, whether it is a pair of single vision distance and reading, or bifocal lenses as part of this policy. 

As Varifocal lenses are specific for each patient, they will require expertise to both measure and fit to our patient and therefore we will not refund for the amount paid or pay any differences in the pricing for the Varifocal. 

We will always exchange the product supplied with the aim of having the best option for each patient.

This does not affect your statutory rights.

Masons Avenue Group  Eye Test Fee Policy

The Fees for our professional services are fixed and are not subject to discount.

Fees are subsidised for Corporate Partners only.

These fees are non refundable.

Nhs Fees are non-transferable.

The deposit taken for appointments is non refundable.

A cancellation fee of £25 will be charged for late notice cancellations - (Cancellations with less than 24hrs notice)..

Direct Debit Payment Policy

Masons Avenue Opticians & St Swithins Opticians

1. Introduction

At Masons Avenue Opticians and St Swithins Opticians, we offer a convenient Direct Debit payment plan to help our patients spread the cost of their eye care and eyewear. This policy outlines the terms and conditions of our Direct Debit service to ensure transparency and clarity for all our patients.

2. Eligibility

• The Direct Debit plan is available to patients who sign up for one of our tailored eye care or eyewear packages.

• A valid UK bank account is required for Direct Debit payments.

3. Payment Terms

• Payments will be collected automatically from your chosen bank account on the agreed date each month.

• The first payment may include an initial charge depending on the plan selected.

• The monthly amount and total duration of the agreement will be outlined at the time of sign-up.

4. Cancellation & Amendments

• You may cancel your Direct Debit at any time by notifying your bank and informing us in writing at least 10 working days before your next payment is due.

• If you cancel before the minimum term of your plan is complete, any remaining balance may become due immediately.

• We reserve the right to amend or discontinue our Direct Debit plans with reasonable notice to affected patients.

5. Failed Payments & Fees

• If a Direct Debit payment is unsuccessful, we will attempt to contact you to resolve the issue.

• If a payment fails twice, a £25 administrative fee may be charged.

• If payment is not received after two failed attempts, we may request an alternative payment method or suspend services until the outstanding balance is settled.

• Repeated failed payments may result in the cancellation of your Direct Debit plan.

6. Refunds & Disputes

• If you believe a payment has been taken in error, please contact us immediately.

• Any disputes regarding payments will be handled in accordance with the Direct Debit Guarantee.

7. The Direct Debit Guarantee

Your payments are protected by the Direct Debit Guarantee:

• You will receive advance notice of any changes to your payment amount or collection date.

• If an error occurs with a Direct Debit payment, you are entitled to an immediate refund from your bank.

• You have the right to cancel your Direct Debit at any time.

For further details, please contact our team at: