Refund policy

Effective date: October 2025
Next review date: October 2026

1. Scope

This policy applies to all purchases made via our website associatedoptical.co.uk, and covers our brands (including Kukuna, Eschenbach, and Live Eyewear).
It complements your legal rights under the UK’s Consumer Rights Act 2015, the Consumer Contracts Regulations, and other relevant UK-law protections.

2. Your Legal Rights

  • If goods are faulty, not as described or not fit for purpose, you have the right to a full refund within 30 days of delivery.

  • If a fault becomes apparent after 30 days but within 6 months, you are entitled to a repair or replacement. 

  • For distance and online sales, you have the right to cancel for a “change of mind” within 14 days of receiving your goods. You then have a further 14 days to return the item. 

3. Returns for Change of Mind

If you simply change your mind (and the goods are not faulty):

  • You must notify us within 14 days of receiving the item that you wish to cancel.

  • You then have up to 14 days from notifying us to return the goods.

  • The goods should be returned unused, in original packaging, with tags intact and in a resalable condition.

  • We will refund the purchase price of the goods plus basic delivery charge, but you may be responsible for the cost of return postage (unless otherwise stated).

  • Refunds will be made using the same payment method you used for purchase, within 14 days of us receiving the returned goods or proof of return. 

4. Returns for Faulty Goods

If the item is faulty, incorrectly described or unfit for purpose:

  • Contact us via our support email (info@associatedoptical.com) providing your order number and details of the fault.

  • We will arrange for the return of the goods and will cover the cost of return shipping when the fault is confirmed.

  • Upon receipt and inspection, we will offer you a full refund, replacement, or repair (your choice) in line with your rights under UK law.

  • Refunds will include delivery charges if the original delivery cost was borne by you.

5. Non-Returnable & Excluded Items

Certain items may be excluded from the “change of mind” right. These include:

  • Custom-made or personalised items. 

  • Sealed goods which are not suitable for return once unsealed (e.g., items with hygiene or safety seals).

  • Digital goods which you have downloaded or used.

  • Items explicitly marked as final-sale or clearance (if clearly communicated at the time of purchase).

6. How to Return Items

  • Contact us at info@associatedoptical.com or via our contact form giving your order number and reason for return.

  • We will provide instructions for shipment.

  • Pack the goods securely, include your proof of purchase, order number, and a completed returns form if provided.

  • We recommend you obtain proof of postage or tracking information when returning goods.

  • Items remain your responsibility until delivered back to us.

7. Process & Timeline for Refunds

  • If you cancel within your 14-day change-of-mind period, we will process your refund within 14 days of receiving the goods back (or proof of return). 

  • For faulty goods refunds, we will process as soon as practicable after inspection and confirmation of the fault.

  • Refunds will be made using the same payment method you used for purchase, unless we agree otherwise.

8. Delivery Charges & Return Costs

  • Standard delivery costs for the original purchase will be refunded if the return is due to a fault, misdescription, or our error.

  • For change-of-mind returns you may be responsible for return postage unless we specify otherwise.

  • Any more expensive delivery options you chose (e.g., expedited shipping) may be non-refundable beyond the standard delivery cost in certain circumstances.

9. Amendments & Rights

  • Customers’ statutory rights under UK law are unaffected by any part of this policy.

  • We reserve the right to amend this policy at any time; any changes will be posted on this page with an updated effective date.

10. Contact Us

If you have any questions about our returns policy, please contact:
Associated Optical Products 
Units 1b & 1c Onyx Business Park
Enterprise Road
Barnstaple
EX31 3ZD
United Kingdom
Email: info@associatedoptical.com