How long do I have to return a faulty product?

You have 30 days for a full refund on faulty goods. After 30 days but within 6 months, the retailer must attempt a repair or replacement first.

Can the retailer refuse my refund?

Not if the item is faulty, not as described, or unfit for purpose — these are your statutory rights under the Consumer Rights Act 2015 and can't be overridden by store policy.

What is Section 75 protection?

If you paid £100–£30,000 by credit card, your card provider is jointly liable with the retailer. You can claim from either party.

Complain to Vision Express

UK high street optician chain offering eye tests, glasses, and contact lenses

Retail

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Common Vision Express Complaints

Faulty or Incorrect Prescription

Glasses don't match your prescription or cause discomfort

Delayed or Lost Order

Glasses or contact lenses not delivered on time

Poor Eye Test or Service

Negligent eye examination or dismissive staff

Overcharged or Hidden Fees

Unexpected charges for coatings, lenses, or add-ons

Refund or Return Refused

Shop won't accept a return on unsuitable glasses

Laws That Protect You

Consumer Rights Act 2015

Products must be of satisfactory quality, fit for purpose, and as described.

Section 9Section 10Section 11

Supply of Goods and Services Act 1982

Services (including eye tests) must be carried out with reasonable care and skill.

Section 13

Consumer Contracts Regulations 2013

14-day cooling-off period for online or distance purchases of glasses or contact lenses.

Regulation 29Regulation 30

Tips for Vision Express Complaints

Keep your prescription — opticians must give you a copy after your eye test
You're not obliged to buy glasses from the same optician who tested your eyes
Faulty glasses should be replaced or refunded under the Consumer Rights Act
If an eye test was negligent, you can also complain to the General Optical Council
Take photos of any defects and keep your receipt as evidence

If Vision Express Doesn't Respond

1
Customer Service
Allow 14 days
Contact the retailer's customer service team directly
2
Formal Written Complaint
Send a formal complaint letter citing the Consumer Rights Act 2015
3
Section 75 / Chargeback
If paid by credit card (£100+), contact your bank for Section 75 protection
4
Small Claims Court
File a claim for up to £10,000 via Money Claims Online
Visit website

Contact Emails

customerservice@visionexpress.com

Customer Service

complaints@visionexpress.com

Complaints

Expected Response Time

14 days

Retailers should acknowledge complaints within 14 days. No statutory deadline, but unreasonable delays strengthen your case.

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Frequently Asked Questions

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Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Vision Express or any of the companies listed on this site. Contact information is sourced from publicly available company websites. Statistics shown are based solely on cases filed through our platform. This page is for informational purposes only and does not constitute legal advice.