Vision Express Return Policy: 100-Day Guarantee Explained

Vision Express makes returns pretty straightforward, thanks to a free 100-day returns guarantee on glasses, sunglasses and most other products. The key details depend on whether you bought in store or online, and whether the item has been used or not. This guide breaks everything down in simple terms so you know exactly how and where to return your Vision Express purchase.

Quick Overview

100-day window: You have 100 days from the date of purchase to return most items.
In-store purchases: Must be returned in store with your receipt.
Online purchases: Must be returned using the online returns process and free label – not in store.
Condition: Products must be in the same condition as when purchased, in original packaging, with all parts and accessories.
Refund or exchange: Vision Express will exchange your glasses or offer a refund for the same value; you can also upgrade by paying the difference.
Refund timing: It can take up to around 10 days for online returns to arrive back, then refunds are usually processed within 2 working days, plus your bank’s processing time.

The Free 100-Day Returns Guarantee

Vision Express’ core policy is a 100-day returns guarantee. If you’re not happy with your glasses, sunglasses or other eligible products, you can return them within 100 days for a refund or exchange, as long as:

You are within 100 days of purchase (for in-store) or dispatch/delivery (for online).
The product is in the same condition as when you bought it – no heavy wear, damage or obvious signs of use.
All original packaging, tags, cases, spare parts and accessories are included.
For contact lenses and related products, boxes must be unopened and in saleable condition.
You have proof of purchase (receipt, order confirmation or similar).

This 100-day guarantee is on top of your legal rights for faulty or misdescribed items, which still apply even after 100 days.

Returns for In-Store Purchases

If you bought your glasses, sunglasses or other products in a Vision Express store:

Take the item back to a Vision Express store (normally the same country where you purchased).
Bring your receipt as proof of purchase.
Make sure the product is in the same condition as when you bought it.
Include any case, cloth, tags, spare parts or accessories that came with it.

In store, they will:

Arrange an exchange for another pair, or
Process a refund to the original payment method.

If you’d like to upgrade your glasses (for example a different frame, thinner lenses or extra coatings), you can do that within the 100-day window – you simply pay the difference if the new pair costs more.

Important: Items bought in store can only be returned in store. You can’t post in-store purchases back to the online returns address.

Returns for Online Orders

Online orders from the Vision Express website have the same 100-day guarantee, but the return route is different:

Online orders cannot be returned in store.
They must be returned using the online returns process and free return label.

How to Return an Online Order

If you have a Vision Express online account:
- Sign in to your account and go to your order history.
- Choose the item(s) you want to return and start the returns process.
If you checked out as a guest:
- Use the dedicated “Return an online order” link on the Vision Express website.
- Enter your order details to begin the return.
Select the items you’re returning and follow the link to Vision Express’ delivery partner to choose a drop-off point or locker.
Print your free return label and attach it securely to your parcel.
Pack the product in its original packaging with all parts and accessories inside.
Drop the parcel off at the chosen parcel shop or locker.

Once you’ve dropped off your return:

It can take up to around 10 days for the parcel to reach Vision Express.
They aim to process your refund within 2 working days of receiving it.
Your bank or card provider may then take a few extra days to show the money in your account.

Online orders are normally refunded rather than exchanged. If you want a different product, the usual process is:

Return the original order for a refund, then
Place a new order for the product you want.

You should also:

Avoid mixing items from different orders in one return parcel.
Include your order number and details so the refund can be matched up correctly.

Product Condition & What’s Not Accepted

To qualify for a refund or exchange under the 100-day guarantee, products must be:

In the same condition as when purchased – no heavy wear, cracks, deep scratches or signs of accidental damage.
In their original packaging, where possible.
Supplied with all parts and accessories– for example:
- Glasses case and cleaning cloth
- Any spare nose pads or screws
- Contact lens cases or included accessories
Contact lens products must be unopened and in saleable condition.

Vision Express may refuse or reduce a refund if:

Glasses or sunglasses are clearly damaged or show obvious signs of use beyond trying them on.
Packaging, tags or accessories are missing or heavily damaged.
Contact lenses have been opened or used.

Faulty, Damaged or Incorrect Items

The 100-day guarantee is mainly for change-of-mind or “not quite right” situations. If your glasses or other items are faulty, damaged or not what you ordered, Vision Express will put things right in line with your consumer rights.

If your order arrives damaged or develops a fault:

For in-store purchases:
- Go back to the store with your glasses and receipt.
- Explain the problem – they can assess the issue and arrange a repair, replacement or refund.
For online orders:
- Contact Customer Care (details on the Vision Express website), or
- Start the online returns process and choose the reason as damaged/faulty.
- Use the free returns label to send the item back.

If Vision Express confirms a manufacturing fault or transit damage, they’ll usually:

Replace the item or
Refund you to your original payment method.

Eyecare Plan & Insurance Cancellations

If you’ve joined a Vision Express Eyecare Plan or bought their glasses insurance, there are extra rules that tie into returns:

For the Eyecare Plan, you can usually cancel within 100 days by returning your glasses in unworn, saleable condition to the store where you signed up.
Any refund due is made under the finance agreement linked to your plan and is typically paid back to the original payment method within about 14 days of cancellation.
For glasses insurance, you can normally cancel within a similar 100-day period – details are given in your insurance terms and conditions.

After those 100 days, cancelling a plan or policy is still possible but may involve paying off outstanding balances rather than a straightforward refund.

Free Lifetime Servicing vs Returns

Separate from the returns policy, Vision Express also offers free lifetime servicing for glasses and sunglasses bought from them. This is not a refund, but it’s good to know:

You can pop into a store at any time for:
- Frame and side adjustments
- Nose pad replacement or adjustment
- Screw tightening
- Cleaning and polishing
No proof of purchase is normally required for servicing.
Servicing doesn’t cover replacing broken or scratched lenses or frames – that counts as damage and may need a repair or paid replacement.

How Long Do Vision Express Refunds Take?

Once your return has been accepted:

In-store refunds: Usually processed straight away back to your card or original payment method. Your bank can still take a few working days to show the credit.
Online returns:
- Allow up to around 10 days for the parcel to reach Vision Express.
- They aim to process refunds within about 2 working days of receipt.
- Then allow a few extra days for your bank or card provider to complete the transaction.

Refunds can only be made to the original payment method used for the purchase.

Quick FAQ: Vision Express Returns

How long do I have to return my glasses?
Vision Express gives you 100 days from the date of purchase (in-store) or delivery/dispatch (online) to return most products.
Can I return an online order in store?
No. Online orders must be returned using the Vision Express online returns process and free returns label.
Can I post back something I bought in store?
No. In-store purchases can only be returned to a Vision Express store with your receipt.
Do contact lenses follow the same rules?
Contact lens products can be returned under the 100-day guarantee only if they are unopened and in original packaging. Used lenses cannot be returned unless there’s a specific safety or quality issue.
Will I get a refund or an exchange?
You can usually choose. Vision Express will either exchange your glasses for a new pair or refund you to the original payment method. For online orders you typically get a refund, then place a new order for what you want instead.
Are my legal rights affected?
No. The 100-day returns guarantee is in addition to your statutory rights for faulty or misdescribed products and your cooling-off rights for online purchases.

Summary

Vision Express has one of the more generous policies on the high street: a 100-day free returns guarantee for most purchases. As long as your glasses, sunglasses or contact lenses are in the same condition as when you bought them, with all packaging and proof of purchase, you can get a refund or swap them for something that suits you better. The main thing to remember is where to return them – in-store purchases back to the store, online orders via the online returns system – and to keep everything safe and unused until you’re sure you want to keep it.