Terms of service
Terms of Service
Online Purchases & Optional In-Person Consultations
Last updated: 27 October 2026
1. Introduction
These Terms of Service apply to purchases made from Burghley & Co through our website and, where relevant, to orders placed following an optional in-person consultation.
Burghley & Co Eyewear Ltd, trading as Burghley & Co, is a company registered in England & Wales under company number 16463855.
By placing an order with us, you agree to these Terms together with any other policies or information that apply to your order, including our Returns & Refunds Policy, Shipping & Delivery Policy and, where applicable, the Burghley & Co Confidence Policy.
Nothing in these Terms is intended to exclude, restrict or replace any statutory or mandatory consumer rights that apply to your purchase.
2. Products & Optical Services
We supply spectacle frames, sunglasses, prescription lenses and related optical and dispensing services.
We make reasonable efforts to ensure that product descriptions, photographs, specifications and pricing are accurate.
Product images are provided for illustration. Colours, finishes, patterns and materials may vary slightly because of screen settings, lighting, manufacturing processes or natural variation in materials.
Prescription lenses, glazing, tints, coatings and certain other optical products are individually prepared for the customer and may therefore be bespoke or personalised goods.
3. Order Acceptance & Availability
All orders are subject to acceptance and product availability.
Receiving an automated order confirmation means that we have received your order. It does not prevent us from contacting you where further prescription, measurement, payment, availability or other information is required before we can proceed.
Occasionally, a frame, colour, size, lens option or other product may become unavailable after an order has been placed.
If we are unable to fulfil all or part of your order, we will contact you and may offer a suitable alternative. You will not be required to accept an alternative product.
If we cannot fulfil the affected part of the order and no suitable alternative is agreed, the relevant amount paid will be refunded.
We may decline or pause an order where we reasonably believe that additional information, professional review or a different dispensing arrangement is required to comply with applicable law, professional standards or the interests of the customer.
4. Pricing & Payment
Prices are displayed in GBP (£) unless otherwise stated and include VAT where applicable.
For international customers, including customers in the United States, approximate currency conversions may be displayed for convenience. Your bank, card issuer or payment provider may apply its own exchange rate or charges.
Payment is normally required in full at the time of ordering unless another arrangement has been agreed with us.
Payments are processed through secure third-party payment services. Burghley & Co does not normally receive or store complete payment-card details.
Prices, promotions and lens packages may change from time to time. Changes will not normally affect an order that has already been accepted.
If an obvious pricing, product or technical error is identified in connection with an order, we will contact you as soon as reasonably possible and explain the available options. Where an affected order cannot reasonably be fulfilled, any relevant payment already taken will be refunded.
5. Information You Provide
You are responsible for providing accurate information reasonably required to fulfil your order, including your name, contact information, delivery address and, where relevant, prescription and dispensing information.
If you manually enter prescription information, please take particular care to ensure that it accurately matches the prescription issued to you.
Where possible, we recommend providing a clear copy of the original prescription so that the information can be reviewed before manufacture.
If manually entered information conflicts with a prescription copy or other information supplied to us, we may contact you for clarification before proceeding.
6. Delivery
United Kingdom Orders
We deliver throughout the United Kingdom. Available delivery options, costs and estimated timeframes are shown at checkout or in our Shipping & Delivery Policy.
Prescription eyewear requires preparation before dispatch. Please allow up to 10 working days for prescription orders unless a different timeframe is specifically confirmed.
Delivery estimates are provided in good faith but may be affected by supplier availability, glazing times, courier performance, prescription queries or circumstances outside our reasonable control.
USA Orders
We currently ship to the 48 contiguous United States where an appropriate delivery service is available at checkout.
We do not currently ship to Alaska, Hawaii, Puerto Rico, Guam, the US Virgin Islands, APO/FPO/DPO addresses or PO Boxes.
USA delivery options, costs and estimated timeframes are displayed at checkout and in our Shipping & Delivery Policy.
Import Duties, Taxes & Customs
Where available, USA orders may be shipped on a Delivered Duty Paid (DDP) basis.
Where DDP applies, applicable import duties and taxes are calculated or collected through the relevant checkout, tax or shipping service and are normally included in the amount presented at checkout.
Where a different international-delivery arrangement applies, the relevant information will be provided at checkout or before purchase where required.
Customs procedures and clearance times are controlled by the relevant authorities and carriers. Burghley & Co cannot guarantee customs-clearance timeframes.
Delivery & Risk
Risk in the goods passes to you when the goods come into your physical possession or the possession of a person you have identified to receive them, subject to applicable consumer law.
Please ensure that the delivery information supplied with your order is accurate and contact us promptly if you notice an error.
7. Fulfilment Partners
Orders may be fulfilled directly by Burghley & Co in the United Kingdom or, where appropriate, dispatched through an authorised fulfilment partner.
Burghley & Co remains your retailer. Customer support, prescription support, aftercare, returns, refunds and policy administration remain the responsibility of Burghley & Co.
Further information about dispatch locations can be found in our Shipping & Delivery Policy.
8. Optional In-Person Consultations
We may offer optional consultations to help with frame selection, styling, measurements, lens options or general optical guidance.
A consultation does not require you to make a purchase.
If you subsequently place an order through our website, the order will normally be treated as an online order and the applicable online terms and policies will apply.
Where a purchase is concluded wholly in person at our business premises, the statutory cancellation rules that apply specifically to distance contracts do not normally apply.
Different rules may apply where a contract legally qualifies as an off-premises contract. Nothing in these Terms removes any cancellation or other rights that apply under consumer law.
9. Returns, Cancellations & Refunds
Our detailed rules for returns, cancellations and refunds are set out in our Returns & Refunds Policy.
Standard Online Goods
UK customers normally have a statutory 14-day cancellation period for eligible standard goods purchased online.
This may include eligible frame-only orders and non-personalised sunglasses.
You may handle an eligible item to the extent reasonably necessary to inspect its nature, characteristics, appearance and fit.
Where permitted by law, a refund may be reduced if the value of an item has been diminished by handling beyond what would reasonably be necessary to inspect it.
Customers are normally responsible for return postage for eligible change-of-mind returns where this has been communicated before purchase.
Prescription & Personalised Goods
Prescription lenses and other optical products manufactured specifically to your prescription, measurements or individual requirements are personalised products.
The standard statutory change-of-mind cancellation right for distance purchases does not normally apply to goods made to the consumer's specifications or clearly personalised.
This does not affect your rights where products are faulty, incorrectly manufactured, misdescribed or otherwise fail to meet applicable consumer-law requirements.
Burghley & Co Confidence Policy
Although personalised prescription eyewear does not normally carry an automatic change-of-mind cancellation right, Burghley & Co provides additional reassurance on qualifying complete prescription glasses through our voluntary Confidence Policy.
An eligible complete pair may be returned in accordance with the terms and fair-use conditions of that policy even where Burghley & Co has not made an error.
View the Burghley & Co Confidence Policy →
10. Faulty, Damaged, Misdescribed or Incorrect Goods
Burghley & Co is responsible for supplying goods that meet the requirements of applicable consumer law.
If an item is faulty, damaged, not as described, manufactured incorrectly by us or supplied incorrectly, please contact us as soon as reasonably possible so that we can investigate.
UK Customers — First 30 Days
UK consumer law provides a short-term right to reject qualifying goods that do not conform to the contract, generally within 30 days.
Depending on the circumstances and the remedy available under consumer law, the matter may be resolved through a refund, repair or replacement.
UK Customers — After 30 Days
After the short-term right to reject has expired, repair or replacement will normally be considered first where required under consumer law.
If an appropriate repair or replacement cannot be provided, is unsuccessful, or another statutory remedy becomes available, you may be entitled to a price reduction or final right to reject in accordance with applicable law.
Where Burghley & Co is responsible for a qualifying fault or non-conformity, we will bear necessary return or remedy costs where required by law.
11. Prescriptions & Professional Responsibility
Prescription eyewear must be supplied using an appropriate spectacle prescription issued following an eye examination by a suitably qualified prescribing practitioner.
Burghley & Co does not provide sight tests or issue spectacle prescriptions through our website.
Where your prescription has been issued by another optometrist, ophthalmologist or other appropriately qualified practitioner, that practitioner is responsible for the prescription they have clinically determined and issued.
Burghley & Co is responsible for professionally reviewing the dispensing order and for correctly using the prescription, dispensing measurements, lens specification and other information accepted by us for manufacture.
Our Professional Review
Every prescription order is reviewed before manufacture by a UK Registered Dispensing Optician.
Depending on the order, this review may consider:
- The prescription supplied
- The selected frame
- The proposed lens type and design
- Lens thickness or index considerations
- Pupillary distance and other dispensing measurements
- Varifocal or bifocal fitting information where applicable
- The intended use of the spectacles where relevant
This is a professional dispensing review. It is not a sight test and does not repeat or independently verify the clinical refraction or eye examination carried out by the practitioner who issued the prescription.
Current & Older Prescriptions
We normally recommend ordering from a current prescription following a recent eye examination.
We may decline to manufacture an order, request an updated prescription or seek further information where we consider that proceeding would not be appropriate or in the customer's best interests.
This may include circumstances where a prescription is old, incomplete, unclear, contains unusual information, or where further professional clarification is required.
Providing Your Prescription
You are responsible for providing us with the prescription you wish us to use and for accurately transmitting any prescription information to us.
Where information is entered manually, please ensure that sphere, cylinder, axis, addition, prism and any other prescription details accurately match the prescription issued to you.
We may request a copy of the original prescription before manufacture where we believe this is necessary or helpful.
If you are uncertain about any part of your prescription, please send us a copy rather than attempting to interpret or alter the prescription yourself.
12. Dispensing Measurements
Measurements such as pupillary distance, fitting height, frame position and other dispensing measurements are separate from the clinical spectacle prescription.
Where we ask you to provide photographs, measurements or other fitting information, please follow the instructions provided as accurately as reasonably possible.
We will professionally review relevant measurements and information before manufacture where applicable.
If information appears inconsistent or unsuitable, we may request that a measurement is repeated, request additional photographs, provide alternative instructions, or decline to proceed until we are satisfied that sufficient information is available.
Varifocal & Specialist Lenses
Varifocal, bifocal, occupational, prism, high-index and other specialist lenses may require additional measurements or fitting information.
Where appropriate, we may send a selected frame to you before glazing so that measurements can be obtained or confirmed while the frame is being worn.
Customers should follow the fitting and measurement instructions provided and contact us if they are uncertain about any part of the process.
13. If Your Vision Does Not Feel Right
New spectacles can sometimes require a period of adjustment, particularly after a prescription change or when wearing varifocal or other specialist lenses.
If your vision does not feel right, please contact us before having the spectacles altered or having replacement lenses made elsewhere.
We will help investigate the possible cause and may review:
- The prescription supplied for the order
- The prescription used for manufacture
- The completed lens powers
- The lens type and specification
- Pupillary distance and fitting measurements
- Frame fit and positioning
- Your previous prescription where helpful
- Any symptoms or difficulties you are experiencing
If our review indicates that an externally issued prescription may require reconsideration, we may ask you to return to the practitioner who carried out your eye examination for a prescription recheck.
With your permission, we may contact the prescribing practitioner directly to help establish the cause and agree an appropriate course of action.
14. If Your Prescribing Practitioner Changes Your Prescription
If Burghley & Co has correctly manufactured your spectacles to the prescription, dispensing measurements and specification accepted for your order, but the practitioner who carried out your eye examination subsequently changes, corrects or replaces that prescription, this does not in itself mean that the original spectacles were faulty or incorrectly supplied by Burghley & Co.
Where the original prescription was issued by another practitioner, the clinical accuracy of that prescription remains a matter for the practitioner who issued it.
For eligible complete prescription glasses, you may nevertheless be able to use the Burghley & Co Confidence Policy if you remain within the applicable period and meet its conditions.
Where the Confidence Policy does not apply, replacement lenses required solely because an externally issued prescription has subsequently been changed, corrected or replaced may be chargeable.
We will always discuss the circumstances with you and explain the available options before any chargeable replacement work is carried out.
15. If Burghley & Co Makes an Error
If we manufacture lenses to a different prescription from the one accepted for your order, incorrectly use dispensing measurements, supply the wrong lens specification, send the wrong product, or otherwise make an error for which Burghley & Co is responsible, we will take responsibility for putting it right.
Depending on the circumstances and your applicable legal rights, this may involve a remake, repair, replacement, refund or another appropriate remedy.
A Burghley & Co error is dealt with separately from our voluntary Confidence Policy and does not use your Confidence Policy allowance.
16. Reglazing & Customer-Supplied Frames
Where we provide replacement lenses for a frame supplied by you, the lenses and glazing are individually prepared for that frame and prescription.
Reglazing and replacement lens services are therefore not normally eligible for change-of-mind cancellation once bespoke manufacture has taken place.
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.
We will exercise reasonable care and skill when handling a customer-supplied frame.
If we identify an obvious concern about the condition or suitability of a frame before glazing, we may contact you before proceeding.
Some weaknesses, previous damage, material deterioration or internal stresses may not be visible during an initial inspection.
Nothing in these Terms excludes responsibility where loss or damage results from Burghley & Co failing to exercise the care and skill required by law.
17. Exchanges
We do not operate automatic exchanges.
Where an item is eligible for a change-of-mind return, the usual process is to return the item for a refund and place a new order separately.
This does not affect the remedies available where goods are faulty or supplied incorrectly.
18. Care, Guarantees & Warranties
Certain frames, lenses, coatings or other products may include a manufacturer or Burghley & Co warranty or guarantee.
Where a specific warranty applies, its duration, scope and conditions may depend on the manufacturer, lens product, coating or product purchased.
Where applicable, qualifying HOYA lens coatings may include a 2-year coating guarantee in accordance with the terms of the relevant guarantee.
Warranty or guarantee cover does not normally include damage caused by accidents, misuse, unauthorised modification, inappropriate cleaning, unreasonable handling or normal wear and tear unless the applicable guarantee states otherwise.
A manufacturer or voluntary warranty is additional to your statutory consumer rights and does not replace or restrict them.
19. Eye Health & Medical Information
Our website and dispensing service do not replace a comprehensive eye examination.
Burghley & Co does not diagnose eye disease or provide medical diagnosis through the website.
You should continue to have eye examinations at the intervals recommended by your eye-care professional and seek appropriate professional or medical advice if you experience new, sudden or concerning visual or eye-health symptoms.
20. USA Customers & Insurance Documentation
For USA customers, we can provide an itemised order receipt showing relevant product, prescription-lens and payment information where available.
Any insurance, FSA, HSA or reimbursement claim is the responsibility of the customer and remains subject to the rules and eligibility requirements of the relevant provider.
Burghley & Co cannot guarantee that an order will qualify for reimbursement under any insurance policy, health plan, FSA, HSA or similar arrangement.
21. Our Responsibility to You
Burghley & Co is responsible for losses that are a foreseeable result of our breach of these Terms or our failure to exercise the care and skill required by law.
We are not responsible for losses that could not reasonably have been foreseen when the contract was made or for losses caused solely by circumstances for which Burghley & Co is not responsible.
Where you purchase as a consumer, we are not responsible for business losses such as loss of profits, loss of business, business interruption or loss of business opportunity that arise from a purchase made wholly for personal use.
Prescription Responsibility
Burghley & Co is responsible for correctly dispensing and manufacturing eyewear using the prescription and dispensing information accepted by us for the order.
Where a prescription has been issued by an external prescribing practitioner, Burghley & Co does not assume responsibility for independently repeating the eye examination or clinically re-prescribing the correction issued by that practitioner.
Where spectacles have been manufactured correctly to an externally issued prescription, the fact that the prescribing practitioner later changes or corrects that prescription does not, by itself, establish that Burghley & Co supplied faulty or incorrectly manufactured spectacles.
If a customer manually provides prescription information incorrectly and we manufacture the lenses correctly to the information supplied and reasonably accepted by us, any resulting replacement may be chargeable.
This does not apply where Burghley & Co has made an error, where information available to us should reasonably have prompted further clarification before manufacture, or where applicable consumer law provides you with a remedy.
Liability That We Do Not Exclude
Nothing in these Terms excludes or limits any liability that cannot legally be excluded or limited.
In particular, nothing in these Terms is intended to exclude or restrict your statutory rights concerning goods that are faulty, not of satisfactory quality, not fit for an applicable purpose, not as described, or services that have not been provided with the care and skill required by law.
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.
22. Privacy
We process personal information, including prescription and optical information, in accordance with our Privacy Policy.
23. Changes to These Terms
We may update these Terms from time to time to reflect changes to our services, business, professional requirements or applicable law.
The Terms that apply to your order will normally be those in effect when your order is placed, except where a change is required by law or where another arrangement is expressly agreed with you.
24. Contact Us
If you have a question about an order, prescription, return or these Terms, please contact:
07934 037 960
hello@burghleyandco.uk
Company Registration Number: 16463855
Registered in England & Wales
102 Kesteven Road
Stamford
PE9 1SS
United Kingdom
25. Governing Law & Disputes
These Terms are governed by the laws of England & Wales.
If you are a consumer resident elsewhere, this does not deprive you of any mandatory consumer protections that apply to you under the laws of your place of residence.
The courts of England & Wales will have jurisdiction in relation to disputes arising from these Terms, subject to any rights you may have under applicable consumer law to bring proceedings in another competent court.
We believe buying prescription eyewear online should combine convenience with professional responsibility. If something is not right, please contact us and we will help establish the cause and explain the appropriate way forward.