Complain to Vision Express about faulty goods within the first 30 days
Within 30 days, a faulty product is a no-questions full refund - not a repair, not a credit note, not a store policy override. Here is the section that says so.
The law on your side
Consumer Rights Act 2015, short-term right to reject
Consumer Rights Act 2015, sections 9-11 & 20-22
- The 30-day period starts at delivery, not at purchase.
- Goods must be of satisfactory quality (s.9), fit for purpose (s.10) and as described (s.11).
- The retailer cannot demand the original packaging - only a reasonable means to identify and return the product.
- The retailer is liable, not the manufacturer. Don’t let them deflect.
What you are owed
| Situation | Remedy |
|---|---|
| Refund (within 30 days) | Full refund, original payment method |
| Cost of returning faulty goods | Borne by the retailer (s.20(8)) |
| Time limit to reject | 30 days from delivery (s.22) |
Source: Consumer Rights Act 2015, sections 9-11 & 20-22.
Copy-paste letter template
Replace anything in [SQUARE_BRACKETS] with your details. Keep the tone factual - the citations do the heavy lifting.
Dear Vision Express Customer Service, I am writing about [PRODUCT] purchased from Vision Express on [DATE], order reference [ORDER_REF], for £[PRICE]. The goods are faulty: [DESCRIBE_FAULT]. Under section 20 of the Consumer Rights Act 2015, I have the short-term right to reject goods that do not conform to contract within 30 days of delivery and to receive a full refund. The 30-day period has not yet expired. I require a full refund of £[PRICE] within 14 days, paid to the original payment method. I am happy to return the item; please confirm whether you will arrange a free collection or provide a pre-paid returns label, as the cost of returning faulty goods falls on the retailer. If this is not resolved, I will pursue the matter through [ADR_SCHEME / Section 75 of the Consumer Credit Act 1974 / Money Claim Online]. Yours faithfully, [FULL_NAME] [ADDRESS] [EMAIL]
If they ignore the first letter
- 1
Write to the retailer
Cite section 20 of the Consumer Rights Act 2015 and request a full refund. Make clear you are exercising the short-term right to reject.
Allow 14 days for a response
- 2
Section 75 or chargeback
If you paid £100-£30,000 by credit card, your card provider is jointly liable under Section 75 of the Consumer Credit Act 1974. If you paid by debit card, ask your bank for a chargeback.
- 3
Trading Standards via Citizens Advice
Report retailers who refuse statutory rights. Citizens Advice forwards complaints to Trading Standards.
- 4
Money Claim Online
Issue a small claim for up to £10,000.
Final stop: Trading Standards (via Citizens Advice consumer service) or the retailer’s ADR scheme if signed up.
Quick answers
Can the retailer insist on a repair instead of a refund?
Not within the first 30 days. Section 20 gives you the unconditional short-term right to reject and demand a refund. After 30 days the retailer can offer a repair or replacement first.
What if I bought it on sale or in clearance?
The same statutory rights apply. The only thing that changes is what counts as satisfactory quality - the retailer can argue a known cosmetic flaw flagged at sale isn’t a defect, but the duty of fitness for purpose still applies.
Who pays for return postage?
The retailer. Section 20(8) of the Consumer Rights Act 2015 makes the cost of returning faulty goods the trader’s responsibility.
What if the retailer says my warranty has expired?
Statutory rights and warranties are separate. A 12-month warranty does not override your six-year statutory limitation period. Cite the Consumer Rights Act 2015, not their warranty.
How do I complain to Vision Express?
Put your complaint in writing to complaintsofficer@visionexpress.com with "Formal complaint" in the subject line. Include your account or reference number, what went wrong, and the outcome you want (a refund, repair, or compensation). Keep everything in writing so you have a paper trail. If Vision Express won't sort it and is a member of the scheme, you can escalate free to the Optical Consumer Complaints Service (OCCS).
What is Vision Express's complaints email address?
Send complaints to complaintsofficer@visionexpress.com. Put "Formal complaint" in the subject line, include your account or booking reference, and state the outcome you want. Keeping it in writing creates the paper trail you'll need if you escalate later.
Which ombudsman handles Vision Express complaints?
Vision Express complaints can be escalated to the Optical Consumer Complaints Service (OCCS), free of charge, once you’ve complained to the company first. Complain to Vision Express directly first: the service only takes your case once the company has had a chance to fix it, and it works with you and Vision Express to reach a resolution, though the outcome isn't legally binding.
Can I complain to General Optical Council about Vision Express?
Not for an individual dispute: the General Optical Council regulates the industry but doesn't resolve personal complaints. Your route is to complain to Vision Express in writing, then use the free, independent Optical Consumer Complaints Service (OCCS). You can still report Vision Express to the General Optical Council to flag professional or systemic problems.
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Build my Vision Express complaintDisclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Vision Express. This page summarises Consumer Rights Act 2015, short-term right to reject (Consumer Rights Act 2015, sections 9-11 & 20-22) for general guidance and is not legal advice. Always check the current statutory text before acting.