Terms and Conditions

OCULA complies first and foremost with its obligations under the Consumers Guarantees Act 1993. 

Terms of Trade

All accounts must be settled in full at the time of service. Any accounts not paid at the time of service are deemed overdue, and if not settled within seven days may attract administration and late-payment fees. Accounts that remain unpaid after one month will be forwarded to a debt-collection agency. 

Contact lens boxes, eye drops or other solutions and products that have been marked, damaged, opened or are otherwise deemed unsuitable for resale cannot be returned or refunded. 

Prescription, custom-ordered product or product which requires manual labour or a manufacturing process is engaged upon following a verbal or written (either/or) instruction to proceed and is treated as an agreement and so subject to a non-refundable deposit. Orders cannot be collected until the account is paid for in full. Full payment is required for all orders within two weeks of completion of the job. Orders, regardless of the deposit paid, that remain uncollected after one month will be dismantled, with any parts for which costs can be recuperated will be returned and any non-recuperated costs will be invoiced to the client, and treated as immediately overdue and may attract administration and late-payment fees. Accounts that remain unpaid after one month will be forwarded to a debt-collection agency. 

12 Month Manufacturing Warranty

OCULA will facilitate any manufacturing warranty claim on behalf of the consumer for products that have been sold by an OCULA store. OCULA sells products from a number of different manufacturers and each has their own product warranty terms and conditions. The most common is a manufacturing fault cover for 12-months from date of purchase. Product warranties apply to optical frames, prescription lenses and sunglasses, and valid receipt of purchase is required for any warranty claim. Manufacturers require an assessment of the product by their own manufacturing warehouse to determine the cause of the fault. OCULA has no control over the final decision of the manufacturer nor the outcome of the manufacturing warranty claim. Warranties will be denied where damage has been caused by normal wear and tear (including lens scratching), accidental breakage or damage, improper or unreasonable use, or if any of the recommendations by OCULA have not been adhered to (see below). Applying for a warranty claim may incur shipping and handling costs.

3 Month Satisfaction Warranty

For prescription, custom-ordered product or product which requires manual labour or a manufacturing process, OCULA does not offer an exchange or refund policy for a change of mind or in the instance in which the externally-supplied prescription was incorrect.

For prescription, custom-ordered product or product which requires manual labour or a manufacturing process for which an OCULA optometrist has prescribed the prescription which has led to an unsatisfactory result, OCULA requires that it be given the opportunity to rectify the situation before any exchange or refund is given. In this event, any necessary downgrades do not attract any refund from the original purchase price. If it is determined that an upgrade is necessary, the additional cost will be invoiced to the customer. Photosensitive lens treatments (Transitions) are subject to a manufacturers guarantee of maximum 30 days only for a change of mind.

Do's & Dont's

The following information is supplied with every eyewear purchase.

Do ensure your lenses are wet with lens spray or luke-warm water before polishing. Do use two hands to remove eyewear. Don’t wear your glasses on top of your head as this will stretch and stress the hinge joints. Don’t use clothing, tissue, paper towel, or paper napkins to polish your lenses. Don’t expose your lenses to extreme temperatures (e.g. car dashboard, heater, kitchen oven, wood fire, barbeque, freezer). Don’t expose your eyewear to harsh liquids, sprays or chemicals (e.g insect repellant, sunscreen, detergent, saliva, hair-spray, perfume, window cleaner, ammonia, bleach, vinegar). Don’t place your frames with the lenses face-down. Always keep them in their case.