Terms & Conditions

These Terms of Service (“Terms”) govern your access to and use of the POG Lenses website and services (collectively, the “Service”) operated by Principal Optical Glazing Ltd (“we”, “us”, “our”). By accessing or using the Service, placing an order, or clicking “I agree”, you confirm that you have read, understood, and accept these Terms in full and that you are at least 18 years old and legally capable of entering binding contracts under the laws of England and Wales.

1. Definitions

• User: any person who accesses or uses the Service.
• Products: prescription lenses, frame repairs, or related goods and services offered via the Service.
• Prescription: a valid ophthalmic prescription issued by a UK-registered optometrist.

2. Formation of Contract

All orders are offers by you to purchase Products pursuant to these Terms. A contract is only formed when we send you an Order Confirmation via email. We may refuse or cancel an order for any reason, including pricing errors or inability to verify your identity or Prescription.

3. User Obligations

You agree to provide accurate, complete and current information when using the Service. You may not use the Service for any unlawful purpose or in breach of any applicable law or regulatory requirement.

4. Intellectual Property

All content, graphics, logos, and trademarks displayed on the Service are our property or that of our licensors. No licence is granted without express written permission.

5. Medical Disclaimer

Our Products are medical devices regulated under the Medical Devices Regulations 2002. We are not a medical provider; you must consult a qualified healthcare professional for any eye health concerns.

6. Limitation of Liability

To the fullest extent permitted by law, we exclude all liability for any indirect or consequential losses. Our total liability for direct loss shall not exceed the total amount paid by you for the specific Product giving rise to the claim.

7. Indemnification

You agree to indemnify and hold harmless Principal Optical Glazing Ltd and its officers, directors, employees, and agents from any claims arising out of your breach of these Terms.

8. Force Majeure

We shall not be liable for any delay or failure to perform due to events beyond our reasonable control.

9. Severability

If any provision of these Terms is found to be invalid, that provision shall be severed, and the remaining provisions shall continue in effect.

10. Governing Law & Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of England and Wales. You agree to submit to the exclusive jurisdiction of the courts of England and Wales.

We comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015 to protect your rights.

1. Right to Cancel

You may cancel non-custom lens orders within 3 days of placing your order. Custom-made products are exempt, but you may request remedies for defects under the Consumer Rights Act 2015.

2. Returns & Refunds

To request a refund, contact us within 14 days of delivery. Items must be unused and in original packaging. We issue refunds (excluding return shipping) within 3 days of receipt.

3. Faulty or Misdescribed Goods

If goods are faulty or not as described, return them within 30 days for repair, replacement or a full refund including return shipping.

We provide free standard UK shipping and tracked returns for repair services.

1. Processing Times

Custom lens orders take 10–14 working days from receipt of frames and Prescription. Repairs take 5–7 working days.

2. Delivery

We dispatch via Royal Mail Tracked 24® or equivalent. Shipping estimates exclude processing times.

3. International Shipping

International orders incur shipping fees. Customs duties and import taxes are the recipient’s responsibility.

4. Lost or Damaged Shipments

Contact us immediately for assistance. We will liaise with carriers to resolve any issues.