Returns & Refunds Policy

At Burghley & Co, we aim to make every order straightforward, transparent, and reassuring. This policy explains how returns, cancellations, refunds, prescription orders, reglazing orders, and faulty-item claims are handled for customers in the United Kingdom and the United States.

All returns, aftercare, and customer support are managed from the United Kingdom. Nothing in this policy limits any statutory or other mandatory consumer rights that apply to you.

Shipping Regions

We currently ship throughout the United Kingdom and to the 48 contiguous United States.

We do not currently ship to Alaska, Hawaii, Puerto Rico, Guam, the US Virgin Islands, APO/FPO/DPO addresses, or PO Boxes.

UK Online Orders — 14-Day Cancellation Right

For eligible standard goods purchased online, UK customers normally have the right to cancel their order within 14 days of receiving the goods.

This statutory change-of-mind cancellation right does not normally apply to goods made to your specifications or clearly personalised, including prescription lenses and certain bespoke optical products.

Where the statutory cancellation right applies:

• You must tell us that you wish to cancel within 14 days of receiving the goods
• You must return the goods within 14 days of telling us that you wish to cancel
• You must take reasonable care of the goods while they are in your possession

We will refund eligible payments without undue delay and, where applicable, within 14 days of receiving the returned goods or receiving evidence that they have been sent back.

Where required by law, the refund will include the cost of our standard outbound delivery option. Any additional amount paid for an upgraded or premium delivery service is not normally refundable beyond the cost of standard delivery.

You are responsible for the cost of returning a change-of-mind item unless we agree otherwise or the return is due to a fault, damage, incorrect supply, or another circumstance where Burghley & Co is required to bear the cost.

Where permitted by law, we may make a deduction from a refund if the value of an eligible returned item has been reduced because it has been handled beyond what would reasonably be necessary to inspect it.

USA Change-of-Mind Returns

For customers in the United States, Burghley & Co offers a 14-day change-of-mind return period on eligible frame-only orders as part of our own returns policy.

• Contact us within 14 days of receiving your order
• Return the frame promptly after receiving our return instructions
• The frame, case, cloth, and supplied accessories should be returned in their original condition
• Return shipping to the United Kingdom is the responsibility of the customer unless the item is faulty, damaged, or supplied incorrectly

This USA returns promise is provided by Burghley & Co and does not limit any mandatory consumer rights that may apply.

Prescription & Custom-Made Orders

Prescription lenses and bespoke optical work are manufactured specifically for the individual customer and order.

Change-of-mind cancellation and return rights do not normally apply to goods made to a customer's specifications or clearly personalised.

Depending on the order, this may include:

• Prescription lenses manufactured to your prescription
• Prescription lenses fitted into a selected frame
• Varifocal or bifocal lenses manufactured to your prescription and measurements
• Custom lens colours, tints, coatings, or specialist finishes where prepared specifically for your order
• Bespoke glazing or other individually prepared optical work

This does not affect your rights where an item is faulty, damaged, misdescribed, supplied incorrectly, or has not been manufactured in accordance with the prescription or measurements accepted by Burghley & Co for the order.

Reglazing & Replacement Lens Orders

Reglazing and replacement lens orders involve manufacturing prescription lenses specifically for an individual customer and fitting them into a frame supplied by that customer.

Because these lenses are individually manufactured to the prescription, measurements, lens options, and frame supplied for the order, reglazing and replacement lens orders are not eligible for change-of-mind cancellation, return, or refund once the bespoke work has been carried out.

This includes circumstances where:

• The customer changes their mind after the lenses have been manufactured
• The customer subsequently supplies a different or amended prescription
• The customer's prescription changes after the order has been manufactured
• The prescription supplied by the customer proves to be incorrect or unsuitable
• The customer later decides that they would prefer a different lens type, index, coating, tint, or other option

The customer is responsible for ensuring that any prescription, prescription details, and other information supplied to Burghley & Co are accurate, complete, current, and suitable for the order.

Where Burghley & Co has manufactured and glazed the lenses correctly to the prescription, measurements, and lens specification supplied or agreed for the order, a refund will not be provided solely because the prescription supplied by the customer was incorrect, has subsequently changed, or is no longer suitable.

If you receive a new or amended prescription after your lenses have already been manufactured, this does not make the original correctly manufactured lenses faulty or refundable.

If Burghley & Co has made an error and the lenses have not been manufactured or glazed in accordance with the prescription, measurements, or specification accepted by us for the order, please contact us. We will investigate and, where appropriate, remake, repair, replace, or otherwise resolve the order.

Nothing in this section limits your legal rights where the lenses or glazing are faulty, have been incorrectly manufactured by Burghley & Co, are not as described, or where our service has otherwise not been provided as required by applicable consumer law.

Reglazing and replacement lens orders using a customer's own frame are not covered by the Burghley & Co Confidence Policy.

Customer-Supplied Frames for Reglazing

Customers choosing our reglazing or replacement lens service are responsible for ensuring that the frame supplied to us is suitable for reglazing and is in reasonable condition.

We will inspect customer-supplied frames before or during the glazing process where reasonably possible. If we believe a frame is unsuitable for reglazing, excessively worn, damaged, brittle, or presents an increased risk of failure, we may contact you before proceeding.

Older, previously worn, repaired, modified, rimless, semi-rimless, specialist, or fragile frames may carry an increased risk when lenses are removed or fitted.

We will always exercise reasonable care when handling customer-supplied frames. Nothing in this policy excludes liability where loss or damage is caused by a failure by Burghley & Co to exercise the care required by law.

Burghley & Co Confidence Policy

We understand that ordering a new complete pair of prescription glasses online can feel different from purchasing a frame alone.

For additional reassurance, one eligible complete prescription pair per order may be returned under our separate Burghley & Co Confidence Policy, subject to its terms and fair-use conditions.

An eligible complete pair means a Burghley & Co frame supplied by us together with prescription lenses as part of the same order.

The Confidence Policy does not apply to reglazing or replacement lens orders using a frame supplied by the customer.

The Confidence Policy is an additional voluntary benefit and does not replace or restrict your legal rights where goods are faulty, damaged, misdescribed, or supplied incorrectly.

View the Burghley & Co Confidence Policy →

Frame-Only Orders

Frame-only purchases are handled under our standard returns policy.

For an eligible change-of-mind return, please contact us within the applicable return period.

You may carefully try the frame on to assess its appearance and fit. The frame should not be worn for extended periods, permanently adjusted, damaged, or altered.

Please return the frame with its case, cloth, and any other accessories supplied with the order.

Where permitted by applicable law, a refund may be reduced if the returned item has lost value because of handling beyond what is reasonably necessary to inspect it.

Faulty, Damaged, Misdescribed or Incorrect Items

If an item arrives faulty, damaged, is not as described, has been manufactured incorrectly, or has been supplied incorrectly, please contact us as soon as possible so that we can investigate and put things right.

UK Customers — Within 30 Days

UK consumer law provides a short-term right to reject qualifying faulty goods within 30 days.

Depending on the circumstances and the remedy available under consumer law, this may result in a refund, repair, or replacement.

Where goods need to be returned because they are faulty or do not conform to the contract, we will deal with reasonable return costs in accordance with your statutory rights.

UK Customers — After 30 Days

After the initial 30-day period, repair or replacement will normally be considered first where required by consumer law.

If an appropriate repair or replacement is unsuccessful, unavailable, or cannot be provided within the requirements of consumer law, a price reduction or refund may be available.

USA Customers

If your USA order arrives faulty, damaged, or incorrect, please contact us promptly with your order details and, where helpful, photographs showing the issue.

We will review the matter and provide an appropriate remedy in line with this policy and any mandatory rights that apply.

Prescription Concerns

If you experience a problem with the vision through your new lenses, please contact us before returning the glasses.

We may ask you to provide a copy of the prescription used for the order and other information reasonably required to investigate the issue.

Where the lenses have been manufactured correctly to the prescription and measurements supplied, but there is concern that the prescription itself may be inaccurate or unsuitable, we may recommend that the prescription is checked by the optometrist or prescriber who issued it.

A new or amended prescription does not automatically make lenses manufactured correctly to the original prescription faulty.

Exchanges

We do not operate automatic exchanges.

Where an item is eligible for return, the usual process is to return the item for a refund and place a new order separately.

Items Not Normally Covered by Change-of-Mind Returns

Unless faulty, damaged, misdescribed, supplied incorrectly, covered by the Burghley & Co Confidence Policy, or otherwise protected by applicable law, the following are not normally accepted for change-of-mind returns:

• Prescription lenses manufactured specifically to an individual's prescription
• Complete prescription eyewear made specifically to an individual's prescription, except where eligible under our Confidence Policy
• Reglazing or replacement lenses fitted into a frame supplied by the customer
• Custom glazing and bespoke optical work
• Clearly personalised products
• Custom lens options or finishes prepared specifically for an individual order
• Items showing extended wear, accidental damage, misuse, or permanent alteration
• Change-of-mind returns requested outside the applicable return period

How to Return an Item

1. Contact us at hello@burghleyandco.uk and include your order number.
2. Tell us whether your return relates to a change of mind, the Burghley & Co Confidence Policy, a prescription concern, a fault, damage, or an incorrect order.
3. We will provide the appropriate return instructions.
4. Package the item securely and use a tracked postal service when returning goods to us.

Returns Address

Burghley & Co
102 Kesteven Road
Stamford
PE9 1SS
United Kingdom

Please include your name and order number with your return so that we can identify and process it promptly.

Return Shipping Costs

Customers are responsible for return postage for eligible change-of-mind and Confidence Policy returns unless otherwise agreed.

USA customers are responsible for the cost of returning eligible items to the United Kingdom unless the item is faulty, damaged, supplied incorrectly, or we agree otherwise.

Where an item is being returned because of an error by Burghley & Co or because applicable consumer law requires us to bear the return cost, we will provide appropriate instructions.

Refund Processing

Approved refunds are issued to the original payment method.

For eligible UK statutory cancellations, refunds will be processed within the legally required timeframe.

For other approved returns, including returns made under the Burghley & Co Confidence Policy, we aim to process refunds within 5–7 working days after the returned item has been received and inspected.

Your bank, card issuer, or payment provider may take additional time to show the refund in your account after it has been issued.

USA Orders — Duties, Taxes & Delivery

Where a Delivered Duty Paid (DDP) shipping option is offered at checkout, applicable duties and taxes shown as part of checkout are collected with the order to help reduce unexpected import charges on delivery.

Where a DDP service is not offered, the checkout and shipping information presented before purchase will explain the applicable delivery arrangement.

International delivery and customs processing times can vary and customs-clearance timeframes cannot be guaranteed.

Your Legal Rights

Nothing in this Returns & Refunds Policy, the Burghley & Co Confidence Policy, or any other voluntary guarantee provided by us is intended to exclude, restrict, or replace any statutory or mandatory consumer rights that apply to your purchase.

Contact Us

If you need help with a return, prescription order, replacement lens order, or product issue, please contact:

hello@burghleyandco.uk

Every pair is carefully prepared, inspected, and professionally checked before dispatch. If something is not right, we are here to help.