Refund policy

Return & Refund Policy

At Westmere Eyewear, we strive to offer all of our customers excellent service and an enjoyable shopping experience. Our return and refund policy has been carefully designed to ensure maximum satisfaction, subject to certain conditions. Please read the following guidelines carefully regarding returns and refunds.

100% Return Guarantee on New Products

We offer a full return guarantee on all new products, with the exception of promotional items, sale items, clearance items, customised products, personalised products, and products that cannot be returned for hygiene reasons once opened or used. Items purchased on sale or during a promotional campaign are excluded from this guarantee unless they are faulty, damaged, or incorrectly supplied.

Return Fees and Administrative Charges

Return shipping costs are the responsibility of the customer, unless the item received is defective, damaged, or incorrect. Westmere Eyewear does not reimburse customer-paid return shipping costs where the return is caused by a change of mind, an incorrect selection, or personal preference, and is not responsible for any costs incurred during the return process.

Administrative Return Fees: Any return may be subject to a minimum handling fee of £10 where permitted by applicable law and where the return is not caused by a defective, damaged, or incorrectly supplied item.
For orders exceeding £100, a fee of 10% of the total order value may be applied instead of the fixed amount, where permitted by applicable law.
These fees cover processing, handling, management, and inspection costs for returned items.
Defective, damaged, or incorrectly shipped items are exempt from these administrative fees.

Return Timeframe

Returns must be reported within 30 days of receiving the item. For online purchases delivered in the United Kingdom, customers may also have a statutory right to notify us that they wish to cancel within 14 days of receiving the item, and then return the item within the applicable legal return period. After the applicable return period has passed, returns may not be accepted. Please respect the stated timeframe to be eligible for a return.

Exchange Policy for Sale Items

Sale items, discounted items, promotional items, clearance items, and personalised items cannot be exchanged, unless the item is defective, damaged, or incorrectly supplied. Please ensure that you select the correct model, colour, lens option, and size before completing your purchase.

Handling Size or Fit Issues

Incorrect Item, Size, Colour, or Model Sent (Our Responsibility)
- We may request photos or supporting information to confirm the issue.
- Once verified, we will send the correct item, size, colour, or model at no additional cost, or provide an appropriate refund or replacement solution.
Correct Item Received but Does Not Fit or Suit You (Customer Responsibility)
- If the item received matches the order but does not fit, does not suit your face shape, or is no longer wanted, we do not offer a free replacement unless required by law.
- Instead, where applicable, we may offer:
  - A replacement at 50% of the original price or a discount code of 50% for a future order.
  - A refund after return, with return shipping costs at the customer’s expense, provided the item meets the return conditions.

We provide product descriptions, measurements, lens details, and imagery to help our customers choose the correct eyewear before purchase.

100% Guarantee on Defective Items

We offer a full guarantee on all defective items. If a product presents a manufacturing defect, arrives damaged, or is not the item you ordered, it may be returned for a refund, replacement, or exchange, according to the circumstances and your preference where applicable.

➡️ No administrative fees will be applied for returns of defective, damaged, or incorrectly sent items.

Order Cancellation

Within 30 minutes: An order cancellation request made within 30 minutes may be accepted where the order has not yet entered processing. A cancellation may incur a fee of £20 where processing has already started. For orders exceeding £150, a cancellation fee of 15% may apply where permitted by law.
After 30 minutes: If the order has already entered processing or dispatch preparation, a return may be necessary to obtain a refund, with return shipping and any applicable administrative fees at the customer’s expense, unless the item is defective, damaged, or incorrectly supplied.

Return Procedure

To initiate a return, please send an email to info@westmereeyewear.com Once your return request has been reviewed and approved, you will receive detailed instructions to complete the return process.

Requirement to Provide a Return Form

Returns that are not accompanied by a properly completed return form may not be processed. Please make sure to include it inside your return package when requested.

Condition of Returned Items

Returned items must be unused, undamaged, and returned in their original packaging, including any protective case, cloth, accessories, tags, inserts, and documentation supplied with the product. Items showing signs of wear, damage, misuse, alteration, or missing original components may be refused or may be subject to a deduction where permitted by law.

Refund Processing

Once your return has been received and inspected, we will notify you whether your refund has been approved. If approved, the refund will be processed to your original payment method. Please note that payment providers and banks may take additional time to display the refund on your account.

Conclusion

Westmere Eyewear is committed to ensuring customer satisfaction. By respecting our return and refund policy, we ensure that all returns are processed efficiently and fairly. For any question or comment, please contact our customer service team at info@westmereeyewear.com