Terms & Conditions

These Terms of Service (“Terms”) govern your access to and use of the POG Lenses website and services (collectively, the “Service”) operated by POG Lenses (“we”, “us”, “our”). By accessing or using the Service, placing an order, or clicking “I agree”, you confirm that you have read, understood, and accept these Terms in full and that you are at least 18 years old and legally capable of entering binding contracts under the laws of England and Wales.

1. Definitions

• User: any person who accesses or uses the Service.
• Products: prescription lenses, frame repairs, or related goods and services offered via the Service.
• Prescription: a valid ophthalmic prescription issued by a UK-registered optometrist.

2. Formation of Contract

All orders are offers by you to purchase Products pursuant to these Terms. A contract is only formed when we send you an Order Confirmation via email. We may refuse or cancel an order for any reason, including pricing errors or inability to verify your identity or Prescription.

3. User Obligations

You agree to provide accurate, complete and current information when using the Service. You may not use the Service for any unlawful purpose or in breach of any applicable law or regulatory requirement.

4. Intellectual Property

All content, graphics, logos, and trademarks displayed on the Service are our property or that of our licensors. No licence is granted without express written permission.

5. Medical Disclaimer

Our Products are medical devices regulated under the Medical Devices Regulations 2002. We are not a medical provider; you must consult a qualified healthcare professional for any eye health concerns.

6. Payment Authorisation and Order Processing

Payments are processed securely by Stripe. Payment authorisation can occur immediately, but settlement and payout timing may vary by payment method, bank, and Stripe account settings. In practice, funds can take around 1–3 business days to become available to us. We may wait until payment has cleared before ordering bespoke lenses, beginning manufacture, or starting other custom work. This operational timing does not limit or replace any statutory consumer rights.

7. Limitation of Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights. Subject to that, and to the fullest extent permitted by law, we exclude liability for indirect or consequential losses. Our total liability for direct loss arising from a specific Product or order shall not exceed the total amount paid by you for that Product or order.

8. Indemnification

You agree to indemnify and hold harmless POG Lenses and its officers, directors, employees, and agents from any claims arising out of your breach of these Terms.

9. Force Majeure

We shall not be liable for any delay or failure to perform due to events beyond our reasonable control.

10. Severability

If any provision of these Terms is found to be invalid, that provision shall be severed, and the remaining provisions shall continue in effect.

11. Governing Law & Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of England and Wales. You agree to submit to the exclusive jurisdiction of the courts of England and Wales.

1. Change-of-Mind Cancellations for Non-Custom Goods

If you buy non-custom goods from us online, by phone or by email, you may cancel your order within 14 days of receiving the goods, without giving a reason.

To exercise this right, you must contact us within that 14-day period and clearly tell us that you wish to cancel. Once you have told us, you must return the goods to us within 14 days.

Where a valid cancellation right applies, we will refund the price paid for the goods and the cost of standard delivery. We may reduce the refund to reflect any handling beyond what is reasonably necessary to inspect the goods. We will make any refund without undue delay and no later than 14 days after receiving the returned goods back or, if earlier, evidence that they have been sent back.

2. Custom-Made Prescription Lenses and Bespoke Goods

Prescription lenses and other goods made to your prescription, measurements, frame, or other bespoke specification are custom-made goods. These items are exempt from the standard 14-day cooling-off right for change-of-mind cancellations.

If you contact us before manufacture begins, we may, at our sole discretion, agree to cancel a bespoke order as a goodwill gesture. If payment has already been processed, any refund will be handled back through the original payment method. Settlement or payout timing on our side does not remove or reduce your statutory rights where they apply.

3. Faulty, Misdescribed or Unfit Goods

If goods are faulty, not as described, or not fit for purpose, please contact us as soon as possible. If you reject faulty goods within 30 days of delivery, you may be entitled to a full refund. After that, you may be entitled to a repair or replacement, and if that does not resolve the issue, a price reduction or refund in accordance with your statutory rights.

4. Returns Process

To request a return or refund, email support@poglenses.co.uk with your order details. We will provide return instructions. Unless the goods are faulty or we agree otherwise, you are responsible for the cost of returning cancelled non-custom goods to us.

1. Processing Times

Custom lens orders usually take 10–14 working days from receipt of frames and Prescription, after payment has cleared and all required order information has been confirmed. Repairs usually take 5–7 working days.

2. Delivery

We dispatch via Royal Mail Tracked 24® or equivalent. Shipping estimates exclude processing times.

3. International Shipping

International orders incur shipping fees. Customs duties and import taxes are the recipient’s responsibility.

4. Lost or Damaged Shipments

Contact us immediately for assistance. We will liaise with carriers to resolve any issues.