Returns

It is the statutory right of all customers in the European Union to withdraw from the purchase of an item for up to 7 working days after the goods have been received. This statutory right applies to purchases of frames only and sunglasses from Metsuki but does not apply to goods which have been “custom made” for example glasses with prescription lenses and for which you have no automatic statutory right to return. You can read more about your rights by clicking Consumer Direct.

The Metsuki 28 Day Satisfaction Guarantee

This is a discretionary extension of your statutory rights which gives you extra protection on all purchases made from Metsuki. We have extended the period during which you can return purchases to us from 7 days to 28 days after receipt and for custom made prescription glasses we offer a full refund on the cost of the frame but not the custom made lenses.

If for any reason you are unhappy with your glasses, and there has been no error on our part, you can return them to us for up to 28 days after the date they were received by you. If you need to return an item because it is incorrect, damaged or defective these returns are covered under the terms of our Guarantee and Warranty.

When returning an unwanted item to us it must be; unworn, in perfect re-saleable condition and include the spectacle case, lens cloth, demo lenses and any accessories supplied with it, along with the original packaging. You are responsible for making sure the item reaches us in good condition and for any postage and insurance costs. We recommend for your protection that you use a recorded delivery service as proof of posting is not proof of receipt.

When we receive your returned item we will acknowledge receipt and check that the item is complete and in an acceptable condition. For goods returned in an acceptable condition we will refund the full cost of the standard item(s). We will not refund the cost of customised elements like lenses or tints, postage or other services provided to you in connection with your purchase. Refunds will be made using the same method as you used for making the original purchase. Where you have selected FREE lenses we will deduct a £10.00 handling charge. If you return an item to us using the Metsuki FREEPOST label/address we will deduct a postage charge of £2.50.

For goods which we receive in an unacceptable condition we will write to you and explain why we cannot accept them for refund and return them to you.