Returns & Refund Policy

1. Overview

We want you to love your new eyewear. If there’s a problem, we’ll do everything we can to make it right.
This policy sets out your rights and our procedures for returns and refunds, depending on whether you purchased in-store or online, and whether your order included prescription lenses or frames only.

2. In-Store Purchases

Frames Only

  • You may return or exchange unworn frames (without prescription lenses fitted) within 14 days of purchase.

  • Frames must be in original condition, with no signs of wear, and include all original packaging, cases, and accessories.

  • Proof of purchase is required.

  • Refunds will be made to the original payment method within 7 working days of acceptance.

Frames with Prescription Lenses

  • Because prescription lenses are custom-made to your individual requirements, they cannot be refunded or exchanged unless:

    • There is a manufacturing fault, or

    • We have made an error in your prescription.

  • If you experience difficulty adapting to new lenses, please contact us. We will carry out a complimentary re-check and, if necessary, remake or adjust the lenses once at no extra cost.

  • Refunds are not provided for non-faulty custom lenses, but we will work to resolve any vision issues promptly and professionally.

3. Online Purchases

Frames Only

  • If you ordered frames only (without prescription lenses), you may return them for a full refund within 14 days of receiving your order.

  • Items must be unused, undamaged, and returned in original packaging.

  • Please notify us by email at john@prouseandco.com before returning your item.

  • Customers are responsible for return postage unless the item is faulty.

Frames with Prescription Lenses

  • As prescription lenses are custom-made, they are non-returnable and non-refundable once produced, except in cases of:

    • Faulty workmanship, or

    • An error made by Prouse & Co. when glazing your lenses.

  • If your prescription lenses are incorrect or you struggle to adapt, please contact us within 30 days of receipt. We’ll review your prescription and, if necessary, remake or adjust your lenses free of charge.

  • Refunds cannot be given for lenses that have been made correctly to your order.

4. Faulty or Damaged Items

If your eyewear arrives faulty or is damaged in transit, please contact us within 7 days of receipt.

  1. We’ll offer to repair, replace, or refund (including postage costs) once the item is returned and inspected.

  2. This does not affect your statutory rights under the Consumer Rights Act 2015.

5. Returns Process

Contact us at john@prouseandco.com or call 01287 644211 to request a return.

  1. Provide your order number and reason for return.

  2. Carefully package your frames (in their original case and box).

  3. Send to:
    Prouse & Co.
    24 Zetland Road, Loftus, North Yorkshire, TS13 4PW

We recommend using a tracked and insured service, as we can’t be responsible for items lost in transit.