Cancellations, Returns & Refunds on Online Orders of Contact Lenses
Cancelling an order
Returning Items
Refunds
Cancelling an order - Due to change of mind prior to or at the time of delivery
If the Item has not been dispatched we will cancel the order and the full price paid will be refunded.
If the Item has been dispatched and we are unable to prevent the delivery you should refuse to sign for the Item(s) and they will be returned to us and the cost of your order refunded as well as the cost of delivering the Item(s) to you.
In some instances you may not be able to part cancel an order but you may be able to return the order and claim a refund, if this is the case our Customer Services team will explain this to you.
Cancelling an order - Within 7 working days after delivery
You are able to cancel your order for any reason within 7 working days starting the day after the date of home delivery.
You are able to cancel the Item(s) by returning the Item(s) as set out in the "Returning Item(s)" section below and will be entitled to a refund according to our "Refund Policy" set out below. Your order confirmation email or delivery note (if provided) will contain specific instructions on how to exercise your right of cancellation.
You will be responsible for the cost of returning the Item(s) which are not damaged, faulty or mis-described, subject to any rights you have under UK consumer legislation. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
You must take reasonable care of the Item(s) whilst they are in your possession. If you do not exercise reasonable care and the Item(s) are damaged whilst in your possession or in transit we will not be able to accept the Item(s). We recommend you use a postal service that insures you for the value of the Item(s) you are returning.
When you return the Item(s) please return them undamaged, in a saleable condition, and with all of its components, in the re-sealable packaging provided with them.
You can post the Item(s) together with the delivery note which you received in your parcel to Asda.com Opticians, c/o Adaro, The Willows Business Park, Pattenden Lane, Marden, TN12 9QJ, indicating which Item(s) you are returning.
If you are posting an Item back to us we recommend that you obtain a proof of posting certificate or receipt.
Return of damaged, faulty or mis-described Items
In the event your items arrive damaged, faulty or mis-described, you can post the Item(s) together with the delivery note which you received in your parcel to CPQC team, Asda Stores LTD, South Bank, Great Wilson Street, Leeds LS11 5AD, indicating which Item(s) you are returning.
When your Items are delivered please check that the order is complete and not damaged. In the event that your order is visibly damaged, do not accept the order and enter on the Returns Form or delivery note "Damaged" along with a brief description of how or where the Item is damaged.
If you have accepted the Item(s) and subsequently discover that they are damaged/ faulty or mis-described, you are entitled to a refund, price reduction or replacement. Where a replacement is not possible, a refund will be offered.
Please note that for courier companies to accept liability for damage caused in transit we must inform them of any damage within 24 hours of delivery. Therefore, you should inform us as soon as possible following delivery of the Item(s). Any claims made after this time but within 5 days will be subject to our discretion and thereafter any such claims may be considered unreasonable.
Do not continue to use your Item once you have discovered a defect. As soon as you detect that your Item is defective, please return the Item to us indicating on the Delivery Note what the issue is and whether you would like a refund, price reduction or replacement. Please return the Item with all of its components, in the re-sealable packaging provided with it.
If you have any problems with your purchase, we can offer help and assistance. Please contact our Customer Services by emailing us at optical.service@asda.co.uk or between 9.00am and 5.30pm (GMT) Monday to Friday. The Customer Services contact centre is closed on Sundays.
Nothing within these Conditions affects your statutory rights.
Please note that refunds can take 7-10 days to appear in your bank or credit card account. This may depend on which bank you use and where it is located. We will make any refund payment which is due to you within 30 days from the day the order is cancelled.
For Items returned which are not damaged faulty or mis-described:
If you are returning the Items within 7 working days after delivery to your home, we will refund the price you paid for the Items and the initial delivery charges (where applicable) in Pounds Sterling if you return the Items within 7 working days after the day on which the Items are delivered to you.
You will be responsible for the cost of returning the Items which are not damaged, faulty or mis-described, subject to any rights you have under UK consumer legislation. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
For damaged, faulty or mis-described Items:
If you are entitled to a refund on damaged, faulty or mis-described grounds, we will refund you as follows:
Any Items from your order which are damaged, faulty or mis-described we will refund the cost of your order and all delivery charges, including the postage cost of returning these Item(s).
With the exception of damaged, faulty or mis-described Items, delivery charges will not be refunded if you return only part of the order (e.g. you have ordered two Items but only return one).