1. Statutory Right to Cancel (Distance Sales)

If you are purchasing as a consumer, you have the legal right to cancel your order within 14 calendar days from the day you receive the goods.

To exercise this right, you must notify us in writing at [insert email] before the 14-day period expires.

 

2. Condition of Returned Goods

Returned goods must:

• Be unworn and unused

• Be free from marks, scratches, deformation, or adjustment

• Not have been fitted with prescription lenses

• Not have had demo lenses removed

• Be returned in original packaging, including case, cloth, and any documentation

• Include any certificates or numbered authentication materials

You are permitted to handle and inspect the goods only to the extent necessary to establish their nature, characteristics, and function, as would reasonably be allowed in a physical retail setting.

Any use beyond reasonable inspection may result in a deduction for diminished value.

​

3. Return Costs

Unless the goods are faulty:

• Return shipping costs are the responsibility of the customer.

• We strongly recommend insured and trackable return shipping.

• We are not responsible for items lost in return transit.

Original shipping costs are non-refundable unless required by law.

 

4. Customised or Made-to-Order Products

Products that are:

• Custom engraved

• Specially modified

• Produced to a specific customer request

• Altered from standard specification

are exempt from cancellation rights under applicable consumer law.

Such items are non-refundable unless faulty.

 

5. Faulty or Misdescribed Goods

If goods are faulty or not as described, you are entitled to a repair, replacement, or refund in accordance with applicable UK consumer legislation.

Fault claims must be reported within 14 days of discovery.

We may request photographic evidence prior to authorising return.

 

6. Refund Processing

Refunds will be processed within 14 days of:

• Receiving the returned goods; or

• Receiving evidence that the goods have been returned.

Refunds will be made using the original payment method.

 

7. Deductions for Diminished Value

We reserve the right to make a deduction from the refund for loss in value of the goods if the handling exceeds what is necessary to establish their nature, characteristics, and function.

This includes, but is not limited to:

• Signs of wear

• Temple adjustment

• Surface scratching

• Removal or substitution of demo lenses

 

8. Returns Procedure

To initiate a return:

1. Email studio@y-neuman.com within 14 days of delivery.

2. Await written return authorisation.

3. Return goods within 14 days of cancellation notice.

Returns sent without prior notification may be refused.