Returns & Refunds

1. Your right to cancel

1.1. If you are a UK consumer purchasing goods online, you normally have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

1.2. To exercise this right, please contact us within 14 days of delivery, clearly stating that you wish to cancel your order.

1.3. Once you have notified us of your cancellation, you have a further 14 days to return the goods.

2. Returning your order

2.1. Please return products securely packaged and, where possible, in their original packaging. Original packaging is not a condition of exercising your statutory cancellation rights.

2.2. You are responsible for the direct cost of return postage when cancelling because you have changed your mind. We recommend using a suitable postal service and obtaining proof of posting.

2.3. You may inspect and handle the goods as reasonably necessary to establish their nature, characteristics and functioning. Excessive handling which reduces their value may result in a deduction from your refund.

3. Refunds

3.1. Where you cancel an entire order within the statutory cancellation period, we will refund the price of the goods and the original standard delivery charge.

3.2. If you chose a more expensive delivery service, such as Express delivery, we will refund the equivalent standard delivery charge rather than the additional premium.

3.3. Refunds will be made using the original payment method unless otherwise agreed, and without a refund administration fee.

3.4. We will issue your refund within 14 days of receiving the returned goods, or receiving evidence that you have sent them back, whichever is earlier. We may withhold the refund until one of these conditions is met.

4. Faulty, damaged or incorrect goods

4.1. If you receive goods that are faulty, damaged or not as described, please contact us as soon as possible.

4.2. Where goods are faulty or incorrectly supplied, we will provide an appropriate remedy in accordance with your statutory rights, including covering reasonable return costs where required by law.

4.3. Your rights under the Consumer Rights Act 2015 are not affected by this policy.

5. Contacting us about a return

5.1. To request a return, cancellation or refund, please use our Contact Us page or telephone 01492 640 664.

5.2. Please include your order number, contact details and a description of the products concerned.

5.3. Please contact us before posting a return so that we can confirm the correct returns address and any relevant instructions.

6. Our company details

Glass Eyes Online is operated by STS (North Wales) Limited, registered in England and Wales under company number 05830237.

Trading address:
Glass Eyes Online
STS North Wales
School Bank Road
Llanrwst, Conwy
LL26 0HU
United Kingdom

Nothing in this Returns & Refunds Policy affects your statutory consumer rights.