At MiEyes, we want you to be completely confident when ordering from us. We understand that mistakes can happen, circumstances can change, or occasionally an order may not arrive as expected.

If there is a problem with your order, please contact our Customer Care team at info@mieyes.co.uk or through our website and we will be happy to help.

What if MiEyes has made a mistake with my order?

If we have sent you an incorrect item, an item is missing from your order, or your product has arrived damaged or defective, please contact us as soon as possible.

Where we confirm that the issue is the result of an error on our part, we will provide an appropriate resolution, which may include a replacement or refund.

You will not be charged a restocking fee or return postage costs where the error is ours.

Please contact us before returning an incorrect or damaged product so that our team can provide the appropriate instructions.

We may ask you to provide photographs of the product, packaging, shipping label or damage to help us investigate and resolve the issue quickly.

Which items can I return?

For eligible products, we accept returns within 30 days of the original order date, provided that the product is:

• Unopened and unused

• Unmarked and undamaged

• In its complete original packaging

• In a condition suitable for resale

• Returned with any security or tamper-evident seals completely intact

Unless the return is due to an error by MiEyes, eligible returns are subject to a 10% restocking fee to contribute towards the administrative, inspection and handling costs associated with processing the return.

Customers are responsible for the cost of returning an unwanted or incorrectly ordered product unless the return results from an error by MiEyes.

Can I return contact lenses?

Unopened contact lenses may be eligible for return provided they meet all of the conditions above.

Individual contact lens boxes must remain unopened, undamaged and in their original condition. Any manufacturer's seals must remain intact.

Contact lenses that have been opened, used, damaged, marked or otherwise made unsuitable for resale cannot be accepted as a change-of-mind return.

Can I return eye drops?

No. We do not accept change-of-mind returns of eye drops, including unopened eye drops.

Eye drops are medical/eye care products where product integrity, appropriate storage and hygiene are particularly important. Once these products have left our controlled supply chain, we cannot verify how they have been stored or handled.

For hygiene, safety and product-integrity reasons, eye drops cannot therefore be returned for resale, even where the bottle, box or external packaging appears to be unopened.

This restriction also applies to other non-returnable eye care liquids, solutions and sprays where hygiene and product integrity prevent the product from being safely returned to stock.

What if there is something wrong with the eye drops I received?

The above restriction applies to change-of-mind returns and products ordered correctly by the customer. It does not prevent you from contacting us where there is a genuine problem with your order.

For example, if:

• We sent you the wrong product

• The product arrived damaged

• The product appears to be defective

• An item is missing from your order

• There is another confirmed fulfilment error on our part

please contact us and we will investigate and provide an appropriate resolution.

Our non-returnable eye drop policy will not be used to deny a remedy where MiEyes has made an error or where you have received a damaged or defective product.

Can I return eye supplements?

Eye supplements may be eligible for return provided that they are unopened and the manufacturer's security or tamper-evident seal remains completely intact.

If the seal has been opened or broken, we cannot accept the product as a change-of-mind return.

What if I ordered the wrong product or prescription?

Customers are responsible for checking the product and prescription specifications selected before completing an order.

If you realise that you have made a mistake, please contact us as soon as possible. If your order has not yet been processed or dispatched, we may be able to amend or cancel it.

Once an order has been processed or dispatched, our normal returns conditions will apply.

Please note that non-returnable products, including eye drops, cannot be returned simply because the wrong product was ordered by the customer.

For contact lenses, please refer to our Prescription Guidance page if you are unsure about the details required when ordering.

How do I make a return?

Please contact our Customer Care team before sending your return.

We recommend using a tracked postal service when returning an item to us. Unless the return is due to an error by MiEyes, the customer remains responsible for the returned product until it is received by us.

Please do not send products back without sufficient information for us to identify your order.

When will I receive my refund?

Once your return has been received, it will be inspected to ensure that it meets the conditions of our Returns & Refunds Policy.

If your return is approved, we will process the refund to your original payment method.

Once processed, refunds will typically appear within 3–5 working days, although the exact timeframe depends on your bank, card issuer or payment provider and is outside our control.

Any applicable restocking fee will be deducted from the amount refunded.

What happens to my original delivery charge?

Where a refund is being provided because MiEyes sent an incorrect, damaged or defective product, we will deal with the applicable delivery costs as part of resolving the issue.

For discretionary or change-of-mind returns, delivery and return postage charges are not generally refundable, subject to your applicable statutory rights.

Your Statutory Rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or override any rights or remedies that you may have under applicable consumer law.

Where you are legally entitled to a refund, replacement or other remedy, your statutory rights will take precedence over the discretionary provisions of this policy.

Questions or Problems With an Order?

If you have any questions about a return, refund or an item you have received, please contact:

info@mieyes.co.uk

Please include your order number and, where relevant, photographs of the product and packaging so that we can assist you as quickly as possible.