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Focus All Day Comfort lenses are being discontinued. You will not be able to buy them on our website from October 2023. Your local store will be happy to help you find new contact lenses.
Help Centre

Refunds & Cancellation

Cancelling an order prior to delivery

If you wish to cancel an order prior to delivery, you can do this by contacting Customer Services by email or telephone. If at the time of cancellation, the Item(s) has not been dispatched to your home we will cancel the order and the full price paid will be refunded to you. If the Item(s) has already been dispatched via a signed delivery service and we are unable to prevent the delivery you should refuse to sign for the Item(s) and it will be returned to us. The cost of your order will be refunded as well as the cost of any standard delivery charge for delivering the Item(s) to you.

Part-cancellations

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, Customer Services will explain this to you.

Returns After Delivery/Collection

Changing your mind

Other than in the case of the excluded items listed below, you are entitled to change your mind and cancel your order for any reason within 14 calendar days after delivery or collection for an exchange or full refund.

Excluded items

Your right to return an item does not apply to certain items unless these items are faulty on delivery or collection or mis-described.

These items are :

  • perishable items and
  • items which cannot be resold for health and hygiene reasons once unwrapped (e.g. eye drops and solutions, personal grooming items, and medicines).

Storing items

You must take reasonable care of the items whilst they are in your possession and immediately stop using any item(s) which you have decided to return. When you return an item(s) please make sure that the item(s) is undamaged, in a sellable condition, and with all of its components including the original packaging. If you do not exercise reasonable care and the item(s) you are returning is damaged whilst in your possession, in transit, we reserve the right to reduce the amount of credit we give to you on refund. We therefore recommend that if you are returning the item(s) by post you use a service which insures you for the value of the item(s) you are returning.

Costs incurred in returning item

You will be responsible for the cost of returning the item(s) which is not damaged, faulty or mis-described.

Faulty, damaged or mis-described Items

When your Items are delivered please check that the order is complete and not damaged. If your Items appear visibly damaged, and have been delivered by a courier using signed for delivery, we suggest you do not accept the Items from the courier and contact Customer Services as soon as possible on 0800 479 8716 between 9.00am and 5.30pm (GMT) Monday to Friday. If the courier refuses to accept the rejected Items, please follow the returns process detailed below. 


If you have accepted the Item(s) and subsequently discover that they are damaged, faulty or mis-described, do not continue to use the damaged, faulty or mis-described Item(s) and call Customer Services as soon as possible on 0800 479 8716 between 9.00am and 5.30pm (GMT) Monday to Friday as you may be offered a refund, price reduction or replacement. The Item(s) must be returned with all of its components, in its original and re-sealable packaging.


Delivery costs

In circumstances where we process a refund for an Item(s) which is damaged, faulty or mis-described or parts are missing we will also refund you for the full delivery costs you incurred to receive and return the Item(s) and you will not be charged when we re-deliver Item(s) to you.

How to return Items to us

If you wish to request a return or report 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 calling us on 0800 479 8716 between 9.00am and 5.30pm (GMT) Monday to Friday.

Refunds

Payment card

All refunds will be made by crediting the card you paid with.

Processing time

We will make any refunds within 14 days of receiving the Item(s) back or, following a returned item being deemed lost in transit by the relevant courier or postal service, within 14 days of the date that you supplied us with satisfactory proof that you have returned the Item(s) to us (for example, proof of posting certificate). The refund will be shown in your available balance once cleared in your account.

Costs incurred in returning Item(s)

We will not be responsible for your costs in returning Item(s) unless they are damaged in transit, faulty, or otherwise permitted by these terms.

Exchange Rates

Any refunds paid to you will be in Pounds Sterling and will match the amount you paid in Pounds Sterling for the Item(s) and delivery (if the delivery charge is refundable). If an exchange rate is applicable to your order the amount you receive in your local currency will depend on the exchange rate applied by your credit or debit card provider when it receives our refund payment and may therefore be different from the price paid for the Item(s) in your local currency. We will not be liable for any losses caused to you as a result of any currency fluctuations or exchange rates applied by your credit or debit card provider.

Other legal remedies

Your rights under UK or your national consumer legislation and any manufacturer guarantees are not affected by anything in these T&Cs.

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