Terms and Conditions
This is an important section of the site explaining the terms and conditions you are agreeing to when you use and/or shop at Realeyes – The Eye Clinic.
Unless otherwise specified, the materials on this website are directed solely at consumers who access this website from the United Kingdom. Realyes Ltd do not represent that any product referred to in the materials on this website is appropriate for use, or available, in other locations. Those who choose to access this site from other locations are responsible for compliance with local laws if and to the extent local laws are applicable
We have taken every care in the preparation of the content of this website, however we cannot guarantee uninterrupted and totally reliable access to this website, and so therefore cannot guarantee that the information will always be completely up to date and free of mistakes.
Realyes Ltd is acting as a credit broker offering finance products from Omni Capital Retail Finance Limited. Credit is subject to status.
Realeyes Ltd shall not be liable to any person for any loss or damage, which may arise from the use of any of the information contained in any of the materials on this website
Trademarks
All brand names, product and service names and titles and copyrights used in this site are trademarks, trade names, service marks or copyrights of their respective holders. No permission is given by Realeyes Ltd for their use by any person other than the said holders and such use may constitute an infringement of the holders’ rights.
Copyright
All designs, text, graphics and their selection and arrangement on this website are the copyright of Realeyes Ltd or its content providers.
Colour reproduction
We have made every effort to reproduce colours on the site as accurately as possible. However, different computers reproduce colours in slightly different ways, and so exact colour matches are not yet possible over the Internet. This means that when you order products from the Shop, colours may differ from what you see on the screen.
Registered address
Our registered address is 235 London Road, Mitcham, Surrey CR4 3NH
Terms of website use
By using this site, you indicate that you accept these terms of use and that you agree to abide by them. If you do not agree to these terms of use, please refrain from using this site.
Changes to the website
We aim to update this site regularly, and may change the content at any time. If the need arises, we may suspend access to this site, or close it indefinitely. Any of the material on this site may be out of date at any given time, and we are under no obligation to update such material.
Our liability
The material displayed on this site is provided without any guarantees, conditions or warranties as to its accuracy.
Information about you and your visits to this site
We process information about you in accordance with our privacy policy. By using this site, you consent to such processing and you warrant that all data provided by you is accurate.
Your concerns
If you have any concerns about material which appears on this site, please contact [email protected]
Privacy policy
Please refer to our privacy policy for full details on how we use personal data.
Jurisdiction and applicable law
The terms and conditions of purchase and the contract shall be construed in accordance with English law. Any dispute arising from or related to the terms and conditions of purchase or the contract shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.
Terms & Conditions of Sale
Deposits
In order to provide you an efficient service at a competitive price, we require a minimum of 50% deposit to be made before glasses and contact lens orders can be processed.
Deposits are non-refundable due to the bespoke nature of your order and associated costs taken on by the business when an order is placed.
Cancellations
Our electronic processing system ensures that your bespoke glasses are manufactured to your precise individual requirements and custom made. Therefore, we cannot cancel your order once it has been placed.
Due to the bespoke nature of your order the 14 day period of cancellation under regulation 28(1)(b) Consumer Contract Regulations does not apply.
Refunds
Your bespoke glasses are manufactured to your precise individual requirements therefore we cannot offer refunds.
If your purchase does not meet you expectations we will endeavour to work with you to rectify this.
For faulty products please see our warranties.
Non-prescription sunglasses can be returned within 14 days of purchase provided they are returned unused, as new, with proof of purchase.
Non-bespoke contact lenses can be returned within 14 days of purchase provided they are unopened, all packaging is intact/undamaged, with a proof of purchase. Any surplus contact lenses due to a change in prescription can be returned subject to the same terms in addition to there being a minimum of 12 months remaining before their expiration date.
Solutions can be returned within 14 days of purchase provided that they are unused, sealed, in original unopened packaging.
Any accessories can be returned within 14 days of purchase provided they are returned unused, as new, with proof of purchase.
Finance
If you purchase your spectacles using finance then you have the right to withdraw from the finance agreement within 14 days as set out in the finance terms.
Due to bespoke nature of your order the 14 day period of cancellation under regulation 28(1)(b) Consumer Contract Regulations does not apply to your purchase and you will still be liable for the cost to Realeyes.
Collection of order
You will be contacted when your order is ready for collection.
We will always aim to exceed your expectations in regards to the delivery time of you order but, sometimes circumstances arise out of our control. In this instance we will keep you up to date with the progress of your order.
Collection must be made within 3 calendar months of being contacted after which your glasses will be dismantled. We will continue to contact you on the details that you provided when your order is placed up until the end of the 3 month period.
Any monies collected will deemed as the deposit and cannot be refunded.
Guarantees
Warranties
All frames and spectacle lenses purchased from Realeyes come with a 12 month warranty. If during this period they are found to have a manufacturing defect, we will repair or replace them free of charge. However, accidental damage and general wear and tear is not covered by this guarantee.
Exceptions may apply on qualifying Seiko lens products under the Seiko Protect Guarantee – see below:
Seiko Protect is valid for 12 months from the date of despatch from Seiko.
In the event of accidental damage, the owner must return the lenses to the Seiko Vision Specialist practice from where the lenses were originally purchased.
Qualifying lenses must be deemed to be no longer fit for purpose by both the owner and by the Seiko Vision Specialist practice.
Lifetime Glasses Service Guarantee FREE MOT
All our glasses come with an unlimited after sales service. This includes fitting, screw tightening, frame adjustment, nose pads adjustment/replacement, side adjustment and clean and polish on frames.
All spectacle lens coatings have a 12-month warranty if they fail or break down. They are not guaranteed against damage through scratches or contact with solvents.
30 Day Single Vision Guarantee
We want you to be happy with your purchase. All our standard single vision lenses carry a 30-day exchange warranty from collection for any intolerance to a new lens prescription.
However, this does not include patients who have a progressive eye condition.
30 Day Varifocal Guarantee
The vast majority of our patients adjust naturally to varifocal lenses and immediately see the benefits. If within 30 days of collecting your new varifocals you have not fully adjusted to them, we guarantee to provide a suitable alternative at no additional cost. We cannot offer refunds on the purchase.
Novuna Finance FAQ’s
What is the interest rate?
The finance is supplied on an interest free basis provided that the terms of the agreement are adhered to.
How much deposit do I need to pay?
There is no minimum deposit. The full cost of your spectacles can be covered by the finance agreement. Any deposit paid will reduced your monthly payments
I am a student, can I apply for finance to fund my spectacles?
If you are in part time employment exceeding 16 hours per week you can apply for finance.
I am a house person can I apply for finance to fund my spectacles?
If you have an employed spouse who is able to provide proof of income this can be use on your application. Your spouse must be present at the time of application.
I would like to make an overpayment, is this possible?
Yes. Simply log into your account and select ‘Make a Payment’ from the menu list then enter the amount you would like to pay.
You will be sent your log in information once your agreement has commenced. You can access your account from this link:
https://my.novunapersonalfinance.co.uk/oss2/customer/
Payments higher than your monthly repayment will be deducted from the outstanding balance without affecting your monthly payment. Amounts less than your monthly repayment will reduce your next Direct Debit.
Who do a contact if I have any questions?
Your finance agreement is with Novuna Personal Finance not Realeyes, therefore any queries about your agreement/account need to be made with Novuna.
For general account queries and support, speak to the Novuna Customer Experience team on 0344 375 5500
I cannot make my repayments?
Your finance agreement is with Novuna Personal Finance not Realeyes, therefore any queries about your agreement/account need to be made with Novuna.
If you are in financial difficulty and need to discuss your circumstances, call Novuna on 0344 375 5488
I have changed my mind and would like to cancel my finance, can I do this?
You have 14 days from the collection of your spectacles to withdraw from the agreement.
Due to bespoke nature of your order the 14 day period of cancellation under regulation 28(1)(b) Consumer Contract Regulations does not apply to your purchase and you will still be liable for the cost of your spectacles to Realeyes.
Novuna will not cancel your finance without consulting with Realeyes to ensure that alternative arrangements have been made to cover the cost of your spectacles.
If you don’t wish to continue, please call the Novuna Customer Service Team on 0344 375 5500 within the 14 days to discuss this with them.
MiYOSMART Warranty
Click here to download the MiYOSMART Warranty document (PDF file)