Refund policy
Returns & Refunds Policy
At Burghley & Co, we want returns and aftercare to be clear and straightforward. This policy explains how cancellations, returns, 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.
At a Glance
- Frame-only orders: eligible change-of-mind returns are accepted within the applicable 14-day period
- Prescription and personalised products: statutory change-of-mind rights do not normally apply once made to your specification
- Eligible complete prescription glasses: may have additional protection under our separate Burghley & Co Confidence Policy
- Faulty, damaged or incorrectly supplied goods: handled separately from change-of-mind returns
- Return postage: normally paid by the customer for change-of-mind and Confidence Policy returns unless otherwise agreed
- Approved refunds: returned to the original payment method
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, supplied incorrectly, or we agree otherwise
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.
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 dispensing measurements
- Custom lens colours, tints, coatings or specialist finishes prepared specifically for your order
- Bespoke glazing or other individually prepared optical work
Eligible complete prescription glasses may have additional protection under the Burghley & Co Confidence Policy.
None of these provisions affect your rights where an item is faulty, damaged, misdescribed, supplied incorrectly, or has not been manufactured in accordance with the prescription, dispensing measurements or specification accepted by Burghley & Co for the order.
Your Prescription
Your prescription is based on the clinical eye examination carried out by the optometrist, ophthalmologist or other appropriately qualified practitioner who issued it.
Where your prescription has been issued by another practitioner, Burghley & Co has not carried out that eye examination and does not independently repeat or verify the clinical findings of that examination.
You are responsible for providing us with the prescription you wish us to use and for ensuring that any prescription information entered or supplied by you accurately matches the prescription issued by your prescribing practitioner.
Where possible, we recommend supplying a clear copy of your original prescription rather than manually entering prescription information.
We may ask to see the original prescription or request additional information where anything appears incomplete, unclear, unusual, inconsistent or where further clarification would be helpful before manufacture.
Our Prescription & Lens Review
Every prescription order is reviewed before manufacture by a UK Registered Dispensing Optician.
This review may consider the prescription information supplied, the selected frame, lens type, lens thickness, intended use and relevant dispensing measurements to help determine whether the order appears appropriate to manufacture from the information available to us.
This professional dispensing review is not a sight test and does not replace or repeat the clinical eye examination carried out by the practitioner who issued your prescription.
If we identify information that requires clarification, we may contact you before your lenses are manufactured.
Externally Issued Prescriptions
Where Burghley & Co manufactures spectacles correctly in accordance with an externally issued prescription and the dispensing information accepted for the order, we are responsible for the correct supply and manufacture of the spectacles but not for independently repeating the eye examination that produced that prescription.
If the prescribing practitioner subsequently changes, corrects or replaces the prescription they originally issued, this does not in itself mean that the spectacles manufactured to the original prescription were incorrectly supplied or manufactured by Burghley & Co.
If a concern arises, we will help establish the likely cause and explain the options available to you.
Where appropriate and with your permission, we may contact the practitioner who issued your prescription to help resolve a prescription or non-tolerance concern.
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, dispensing 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 provides a different or amended prescription
- The prescribing practitioner subsequently changes or corrects the prescription
- The customer's prescription changes after the order has been manufactured
- An externally issued prescription is later found to require amendment despite the lenses having been manufactured correctly to the prescription originally supplied
- The customer later decides that they would prefer a different lens type, thickness, coating, tint or other option
The customer is responsible for supplying the prescription they wish us to use and for accurately providing any prescription information, measurements or other information requested for the order.
Where Burghley & Co has manufactured and glazed the lenses correctly to the prescription, dispensing measurements and lens specification accepted for the order, a refund will not be provided solely because the externally issued prescription is subsequently changed, corrected or replaced.
A new or amended prescription issued after the lenses have been manufactured does not, by itself, make correctly manufactured lenses faulty or incorrectly supplied.
If Burghley & Co has made an error and the lenses have not been manufactured or glazed in accordance with the prescription, dispensing measurements or specification accepted by us for the order, please contact us.
We will investigate and, where appropriate, remake, repair, replace, refund or otherwise resolve the order in accordance with your rights and the circumstances of the case.
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 should ensure that the frame supplied to us is in reasonable condition and, so far as they are aware, suitable for further use.
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 existing lenses are removed or replacement lenses are fitted.
Some weaknesses or previous damage may not be visible during an initial inspection.
We will always exercise reasonable care and skill when handling customer-supplied frames.
Nothing in this policy excludes or restricts responsibility where loss or damage is caused by Burghley & Co failing to exercise the care and skill required by applicable 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 purchased as part of the same order.
If an eligible complete pair is simply not right for you, you do not need to demonstrate that Burghley & Co made an error in order to request an eligible return under the Confidence Policy.
This means that where an externally issued prescription is subsequently changed or corrected, an eligible customer who is still within the Confidence Policy period may still use the policy in accordance with its terms.
A refund provided in those circumstances is a benefit of our voluntary Confidence Policy and does not mean that Burghley & Co accepts responsibility for the clinical prescription or that the spectacles were incorrectly manufactured.
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 by Burghley & Co, please contact us as soon as possible so that we can investigate and put things right.
Examples of a Burghley & Co supply or manufacturing error may include lenses being manufactured to a different prescription from the prescription accepted for the order, an error in dispensing measurements used by us, the wrong lens specification being supplied, or the wrong product being sent.
A prescribing practitioner subsequently changing or correcting an externally issued prescription does not, by itself, establish that the spectacles were faulty or incorrectly manufactured by Burghley & Co.
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 necessary 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.
If Your Vision Doesn’t Feel Right
If you experience a problem with the vision through your new lenses, please contact us before returning the glasses, having them altered or arranging replacement lenses elsewhere.
New spectacles can sometimes require a period of adjustment, particularly following a prescription change or when wearing varifocal or other specialist lenses.
We will help investigate the possible cause of the problem.
Depending on the circumstances, we may review:
- The prescription supplied for your order
- The prescription used to manufacture your lenses
- Your lens type and specification
- Your pupillary distance and other dispensing measurements where relevant
- The fit and position of the frame
- Your previous prescription where this may help identify a significant change
Where the lenses have been manufactured correctly to the prescription and dispensing measurements accepted for the order but there is concern that an externally issued prescription may require review, we may recommend that you contact the practitioner who carried out your eye examination.
With your permission, we may contact the prescribing practitioner directly to help establish the cause of the problem and agree an appropriate way forward.
A new, amended or corrected external prescription does not automatically mean that lenses manufactured correctly to the original prescription were faulty or incorrectly supplied by Burghley & Co.
If Your Prescribing Practitioner Changes Your Prescription
If your spectacles were manufactured correctly to the prescription and dispensing information accepted for your order, but the practitioner who carried out your eye examination later changes, corrects or replaces that prescription, this does not in itself mean that the original spectacles were incorrectly supplied or manufactured by Burghley & Co.
For eligible complete prescription glasses, you may still be able to return the glasses under the Burghley & Co Confidence Policy if you are within the applicable period and meet its terms.
Where the Confidence Policy does not apply, replacement lenses required solely because an externally issued prescription has subsequently been changed or corrected may be chargeable.
We will always discuss the circumstances with you first and explain the options available.
If We Have Made an Error
If Burghley & Co has manufactured your lenses incorrectly, used prescription or dispensing information incorrectly, supplied the wrong lens specification, supplied the wrong product, or otherwise made an error with your order, we will take responsibility for putting it right.
These situations are not treated as change-of-mind returns and do not use your Burghley & Co Confidence Policy allowance.
Nothing in this policy limits your statutory or other legal rights.
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.
Where an item is faulty or has been incorrectly supplied by Burghley & Co, the remedy will be determined in accordance with the circumstances and any applicable consumer rights rather than being treated as a standard exchange.
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
- Contact us at hello@burghleyandco.uk and include your order number.
- Tell us whether your return relates to a change of mind, the Burghley & Co Confidence Policy, a prescription or vision concern, a fault, damage, or an incorrect order.
- If your concern relates to your vision, please describe what you are experiencing so that we can help investigate the possible cause before the glasses are returned.
- We will provide the appropriate return instructions.
- Package the item securely and use a tracked postal service when returning goods to us.
Returns Address
Burghley & Co102 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:
Every pair is carefully prepared, inspected and professionally reviewed before dispatch. If something is not right, we are here to help.