Refund policy

At LuxNorth, we want you to shop with confidence. If your glasses aren't quite right, we offer a simple 30-day return policy.

 

Standard Returns

  • You may return any standard product within 30 days of delivery for a full refund.

  • Items must be returned in their original condition and packaging.

  • Return postage is not covered – please use a tracked postal service.

  • Returns should be sent to:
     107 Gray Street, Broughty Ferry, DD5 2DN

 

 

Prescription Glasses

Because prescription lenses are bespoke, most retailers exclude them from returns. We want you to feel confident ordering with us, so:

  • One refund per 6 months: Prescription orders are eligible for a full refund, but this is limited to one order in any 6-month period.

  • If another prescription order is returned within this time frame, we cannot process a second full refund.

  • If your glasses arrive faulty or the prescription doesn’t feel right, please email us with details and/or images. We’ll resolve this on a case-by-case basis, either by exchange or refund.


Faulty or Damaged Goods

If your glasses arrive faulty, or develop a fault within warranty:

  • Please email hello@luxnorth.co.uk with details and photos.

  • We’ll arrange either an exchange or a refund depending on the situation.

 

 

Refunds

  • Refunds are processed back to your original payment method within 5–10 working days of us receiving your return.

  • You’ll receive a confirmation email once your refund has been issued.


 

Prescription & Clinical Policy

Your eye health matters to us.

  • We can only make prescription lenses with a valid, in-date prescription. Please upload or email your prescription when placing your order. Our Dispensing Opticians may contact you if there are any prescription errors or queries.

  • Prescriptions should be no older than 2 years.

  • It is your responsibility to provide accurate prescription details. We cannot refund lenses made to an incorrect prescription.

  • If you experience issues with your glasses, please email us. We’ll review on a case-by-case basis and work towards a solution.