Problems with glasses 

If you're unhappy with your glasses, or they don't fit properly, you need to raise this with your optician as soon as possible to explore ways to fix the issue. 

It may be that you need to have a review of your fitting or prescription. With glasses, it's not always clear cut what constitutes a fault and who is responsible.

Getting your prescription right is about how well you answer questions as well as your optician's skill, so if there is a problem with your lenses a review might need to take place to see what the issue is and how to remedy it. 

Ask for advice from your optician

It's a good idea to get your glasses from the same place where you have your eye test as this will help in the identification of a problem if something does go wrong. 

Nothing can get lost in translation this way. 

In terms of the fit of your glasses, we recommend that you ask for advice about your frames before you choose them. 

For example, to ensure that they fit the bridge of your nose properly. 

And it's always good to take onboard any concerns that an optician may flag prior to purchase. 

For example, using existing frames for new lenses may weaken their strength.  

Glasses bought online

Although prescription glasses may cost less online, they are goods which are made to your specification so there’s no automatic right to a refund if you’re unhappy. 

For non-bespoke goods bought online, such as non-prescription sunglasses or sealed contact lenses, the Consumer Contracts Regulations allow you to return them up to 14 days from the day you receive them.

Faulty glasses

Your glasses must be as described, of satisfactory quality and fit for purpose. This includes their finish and appearance. 

If the glasses are not as described or are faulty, you have rights under the Consumer Rights Act, which came into force on 1 October 2015. 

If you purchased your glasses before 1 October 2015, you have similar rights under the Sale of Goods Act

This means that if glasses develop a fault within 30 days of purchase, you can ask the seller for a full refund. 

Up until six months after purchase, you can ask your optician for a repair or replacement, free of cost. 

If an attempt at repair or replacement fails, you have the right to reject the glasses for a full refund or a price reduction if you wish to keep them.

If your glasses are faulty, you can use our template letter to ask for a repair or replacement

Summary

  • If you have a problem with your glasses, talk to your optician as soon as possible in order to resolve it. You may need a prescription or fitting review. 
  • If you've received faulty glasses you have the rights to a refund, repair or replacement.
  • If you've received a poor eye test or bad service, you could be entitled to a remedy.

Glasses not as described

Your glasses should be as they were described to you and match any sample you were shown at the time of your test or any picture in a catalogue or on a website. 

If they don’t, the seller will be in breach of contract and you can ask for a refund within 30 days of purchase. 

Use our template letter to claim a refund if your glasses don't match their description.  

Refund refusal 

Unless the optician can prove your glasses weren't faulty or were as described and fit for purpose at the time of sale, you're entitled to a refund, repair or replacement.

If your optician is refusing to to refund you, you can use our template letters to ask for either a refund, or a repair or replacement.

It’s worth checking whether your glasses came with a manufacturer's guarantee. If this is the case, you should contact the manufacturer for a resolution.

If you bought your glasses with a credit card, you may be able to claim against your credit card under Section 75 of the Consumer Credit Act.

My eye test was poor quality

If you were dissatisfied with your eye test, the first step is to complain to the optician. 

You may be unhappy with your eye test for a number of reasons.

For example, if it wasn’t as thorough as expected, you feel your prescription isn't correct, or your eye test caused unnecessary pain. 

If you’re still not happy having complained, you can use our step-by-step guide to complaining about an optician to see what to do next. 

The Consumer Rights Act, which replaced the Supply of Goods and Services Act on 1 October 2015, states that if you enter into a contract for a service, such as an eye test, it must be supplied with reasonable care and skill. 

If your eye test breaches this, your optician is responsible for providing you with a solution.

If the optician is unwilling to help, you can contact a regulatory body such as the General Optical Council to escalate your complaint. 

Looking for a new optician?

If you're unhappy with your optician and are looking for advice on where to find the best opticians store, as a member you can gain access to the best and worst optician shops as rated by nearly 8,500 Which? members.

So whether you're looking for the best place to have an eye test or where you should go next to buy your new pair of reading glasses, this Which? guide comparing the best and worst optician stores could help you decide.

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