Terms and Conditions
Non-Tolerance to Prescriptions:
It is the responsibility of the dispensing practice to resolve any non-tolerance issues and if necessary to issue a new dispense. The dispensing practice has the contract with the patient and they should ensure that the patient has spectacles that are fit for purpose. It is not always easy to ascertain whether a non-tolerance issue is due to a small prescription difference, a particular lens type, the frame/lens fitting, a fault in the spectacles or a combination of these. In any event, all practices experience a small proportion of non-tolerance cases in their own dispensing and this is already factored into the practice costs. This advice is given by the Optical Confederation.
It is the responsibility of the dispensing practice to resolve any non-tolerance issues and if necessary to issue a new dispense. The dispensing practice has the contract with the patient and they should ensure that the patient has spectacles that are fit for purpose. It is not always easy to ascertain whether a non-tolerance issue is due to a small prescription difference, a particular lens type, the frame/lens fitting, a fault in the spectacles or a combination of these. In any event, all practices experience a small proportion of non-tolerance cases in their own dispensing and this is already factored into the practice costs. This advice is given by the Optical Confederation.
Cooling Off Period:
This statement summarises the key points of the extended cooling-off period legislation which takes effect from October 1st 2015. The key points are:
This statement summarises the key points of the extended cooling-off period legislation which takes effect from October 1st 2015. The key points are:
- the cooling-off period has been extended to 14 calendar days,
- spectacles and other prescription items are exempt from the cooling-off period, however other products (including non-prescription contact lenses) are not,
- the cooling-off period does not apply to products valued at less than £42.
Reglazes:
A reglaze is defined as glazing new lenses into a pre-purchased frame.
A pre-purchased frame is defined as any frame not purchased at the same time as the new lenses.
On all occasions we cannot guarantee the condition of the pre-purchased frame (old or brand new). As such all reglazes are carried out at the patient’s own risk. A reglaze fee of £30 will be charged to process the order using the pre-purchased frame.
Acceptance of the risk is confirmed by payment of a non-refundable deposit (minimum 50% of the cost of the reglaze) which is retained for the cost of the lenses supplied to the pre-purchased frame. If full payment is made we will refund 50% of the cost of the lenses only.
Rest assured, at all times, we will do our best to look after your frame.
A reglaze is defined as glazing new lenses into a pre-purchased frame.
A pre-purchased frame is defined as any frame not purchased at the same time as the new lenses.
On all occasions we cannot guarantee the condition of the pre-purchased frame (old or brand new). As such all reglazes are carried out at the patient’s own risk. A reglaze fee of £30 will be charged to process the order using the pre-purchased frame.
Acceptance of the risk is confirmed by payment of a non-refundable deposit (minimum 50% of the cost of the reglaze) which is retained for the cost of the lenses supplied to the pre-purchased frame. If full payment is made we will refund 50% of the cost of the lenses only.
Rest assured, at all times, we will do our best to look after your frame.
Prescription Sunglasses:
Whilst every attempt is made to match the prescription sunglass tint to the original tint (or chosen tint) we cannot guarantee an exact match.
Prescription sunglasses sometimes take longer to make as we verify the tint before the patient views it. If we are not happy with the result the product is returned to the lens laboratory. This can mean the lenses have to be re-manufactured, increasing the waiting time. We aim to keep patients updated at all times.
Whilst every attempt is made to match the prescription sunglass tint to the original tint (or chosen tint) we cannot guarantee an exact match.
Prescription sunglasses sometimes take longer to make as we verify the tint before the patient views it. If we are not happy with the result the product is returned to the lens laboratory. This can mean the lenses have to be re-manufactured, increasing the waiting time. We aim to keep patients updated at all times.
Complaints:
If you wish to complain about our services or products, please let us know as soon as possible.
Whether you are a patient receiving General Ophthalmic Services under the NHS or you are a private patient, we hope that most problems can be sorted out quickly and easily. The sooner you tell us about the problem, the quicker it can usually be resolved.
If your complaint is about a NHS sight test or other NHS service, you should tell us - verbally, electronically or in writing - within 12 months of the incident itself or 12 months of you becoming aware of the problem.
Please raise your concern with any of our staff or please contact: Jay Patel (Director/Optometrist). Alternatively you can complain to East Herts Area Team. They will tell you how they intend to deal with your complaint. The Area Team may deal with it itself or refer it to us, if you agree. We will acknowledge receipt of your complaint within three working days; and, if you wish, we will explain to you in person how and when we will investigate and resolve the complaint. If the investigation takes longer than expected, we will keep you informed. Although we undertake to resolve complaints within six months, most complaints are dealt with much more quickly than that. You can be sure that we will treat your complaint in strict confidence. If you are complaining on behalf somebody else, we will need that person’s permission to respond to you. If your complaint is not about NHS sight testing or other NHS services but about spectacles or contact lenses only and we are not able to resolve it to your satisfaction, further help is available from: Optical Consumer Complaints Service, 6 Market Square, Bishop's Stortford, Hertfordshire, CM23 3UZ Telephone: 0844 800 5071.
If you wish to complain about our services or products, please let us know as soon as possible.
Whether you are a patient receiving General Ophthalmic Services under the NHS or you are a private patient, we hope that most problems can be sorted out quickly and easily. The sooner you tell us about the problem, the quicker it can usually be resolved.
If your complaint is about a NHS sight test or other NHS service, you should tell us - verbally, electronically or in writing - within 12 months of the incident itself or 12 months of you becoming aware of the problem.
Please raise your concern with any of our staff or please contact: Jay Patel (Director/Optometrist). Alternatively you can complain to East Herts Area Team. They will tell you how they intend to deal with your complaint. The Area Team may deal with it itself or refer it to us, if you agree. We will acknowledge receipt of your complaint within three working days; and, if you wish, we will explain to you in person how and when we will investigate and resolve the complaint. If the investigation takes longer than expected, we will keep you informed. Although we undertake to resolve complaints within six months, most complaints are dealt with much more quickly than that. You can be sure that we will treat your complaint in strict confidence. If you are complaining on behalf somebody else, we will need that person’s permission to respond to you. If your complaint is not about NHS sight testing or other NHS services but about spectacles or contact lenses only and we are not able to resolve it to your satisfaction, further help is available from: Optical Consumer Complaints Service, 6 Market Square, Bishop's Stortford, Hertfordshire, CM23 3UZ Telephone: 0844 800 5071.
Freedom Of Information
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