Terms & Conditions

Thank you for visiting our website QualityEyes.co.uk. Please read these terms and conditions carefully as they provide information regarding the policies under which you will be ordering contact lenses with us.

1. Valid Prescription Required

You hereby certify that you do hold a valid prescription for the contact lenses that you wish to order. This means that your prescription is within 12 months for contact lenses from the date of purchase and that the prescription has been dispensed by a professional and qualified optometrist or contact lens practitioner. We reserve the right to verify such details with your practitioner. The above stated also applies to those customers re-ordering lenses. Where you have been given a contra indication to wear contact lenses by a registered practitioner we reserve the rights to revoke any sale unless otherwise redirected by the same or another registered practitioner. You also state that you have no ailments that contra indicates the wear of contact lenses. When purchasing from us you confirm and verify that you have been prescribed the contact lenses prescription that you have ordered by a qualified practitioner, therefore we do not take responsibility if you order contact lenses that have not been prescribed for you and/or if the difference between the prescription and purchase date exceeds 12 months for contact lenses. We strongly recommend that regular eye checks are made by a qualified practitioner to ensure the welfare and continuity of your eye health. You do not necessarily have to send us your prescription but by accepting the terms and conditions contained herein above you verify that you have a valid prescription that is within the Law of the UK. The contact lens wearer must be at least 16 years old. We may assist you with your prescription if you so wish by emailing it to info@qualityeyes.com

2. Our Rights

Our aim is to provide the best possible service to maintain our customers satisfaction, so we reserve the right to refuse to sell products to you if we believe that you have a motive of re-selling the product. We also have the right to control the quantity of products made available to you. We may even terminate your account with us and restrict your access to the website if we believe that any of your actions are in violation of any applicable law or could be harmful to the interests of other users. We reserve the right not to supply contact lenses if we consider any health contradictions against the wear of contact lenses or if the contact lens specifications do not meet the satisfaction to the terms set herein above. The General Conditions shall be in accordance with the law of the country in which the Supplier accepts the order and not from the country in which the distribution was executed. The sale contract will strictly be between the supplier and the customer. The customer will represent the individual that executes a sale from the website and that has read the Terms and Conditions accepting the contents in its entirety.

3. Force Majeure

We shall not be held liable for the delay or failure in supplying a product from our site as a result of events caused that are beyond our reasonable control. Should any such event occur, we shall endeavour to contact you as to make a decision to whether the contract of sale should remain or be revoked.

4. Limitations Of Liability

We shall not be held liable for the delay or failure in supplying a product from our site as a result of events caused that are beyond our reasonable control. Should any such event occur, we shall endeavour to contact you as to make a decision to whether the contract of sale should remain or be revoked.

We will not be responsible for any typing errors or mistakes that you have provided while placing your order.

The goods remain the property of the seller until such time that the associated charges have been paid in full by the purchaser.

On completing the online order form you agree and accept that you are the person responsible for placing the order and agree for paying all the charges put through the website.

We reserve the right, at our discretion to charge your credit card if we have shipped you an order, and the invoice is not paid within a reasonable period of time.

We reserve the rights to revise and amend these terms and conditions as when we think it is required.

We will not be bound by your offer/purchase if there is an error in any advertisement or pricing that is on the website. In such circumstances the offer of purchase will be revoked.

Where the delivery time expectations fall short or any other such circumstances that hinder the performance from the purchase to receipt of your goods, we will not be held responsible ( this may be either uncontrollable events or other errors ) for the herein mentioned. We will however, endeavour to remedy such events to the best of our abilities.

The delivery of the product will be directed by your preference and that you will also confirm and accept the associated charges of delivery. It will also be understood that the responsibility of the delivery will immediately be transferred from the seller to the purchaser once they have left our point of pick up. Where a delivery date is not specified we will try and fulfil orders within 15 working days.

We take precautions to protect personal information that you have submitted on this site. However we will not accept any liability for unauthorised theft or data that has been used to your detriment.

5. Cancellations & Re-Orders

5.1. Cancellations:

Orders once placed can only be cancelled on the same day of placing the order and before the cut off time of 3 pm. Any requests made for cancellation after 3 pm will not be accepted. If an order is placed after the cut off time-(3pm), this will be considered as an order that has been placed on the following working day, the cut off time still being applicable. Working days are to be construed as Monday to Friday. UK bank holidays will not be considered as working days.

If you have missed the cancellation time you will be responsible for the return of the products at your own cost for postage.

Kindly refer to the REFUND POLICY for details regarding the appropriate costs and time.

5.2. Re-Orders:

All users will be registered and provided an individual username and password, and our database will hold all the relevant information. To reorder the same product as your last order, providing the prescription is valid within the terms as set out within.

However, if you wish to order contact lenses with a different prescription, or a different make of contact lenses you would need to provide us with the valid prescription clearly stating that you have been advised to do so by a professional optometrist or contact lens practitioner. Please do refrain from placing a re-order in such circumstances.

5.3. Postal Delays:

In the event that your parcel is not delivered within the estimated time, before any refunds can be issued, we will send out either a replacement batch of contact lenses (to our discretion) to replace the lost order, or a supply of free contact lenses (equivalent to the extended waiting period of 5 working days past the estimated delivery date) to allow for any unexpected delays.

If after waiting the extended delivery period your order has still not arrived you will need to inform us within 10 working days, if you do not inform us within this period then replacements will be issued at our discretion.

6. Terms & Conditions

6.1. Use Of Website

Thank you for visiting our website.

We would advise you to read the terms and conditions of use of the website before actually using it for making any purchase. By placing any order with us you indicate that you have read and agreed with all the terms and conditions of use and you agree that you will act accordingly. In case you do not agree with these terms and conditions than please do not use our website.

The allowance of using the service on our website is on a temporary basis and we hold the right to withdraw or make changes in the service we provide without any notice. We will not be responsible if in any case the website is unavailable at any time.

It may appear that at times we deny access to some parts of the website to our users. For those who are transacting with us for the first time completing a registration form is not a compulsion but for registered users you can edit and update your details as and when required.

We provide the best information and description regarding our products on our website although we do not wish our customers to rely upon the information provided and make decisions accordingly. We cannot be held liable for any reliance placed on such information by any user.

We store and use your personal information as and when needed in accordance with our privacy policy, by placing orders through our website you allow us to process your information and agree that all the information provided is true and accurate.

We allow our users to download and print copy of the website only for their personal reference. Any other commercial use or changes made to it without our consent is prohibited.

Users are reminded not to input any material which is technologically harmful and may create functional problems for the website. All the users are prohibited from gaining access to private and administrative areas of the website.

Any user found not abiding to these prohibitions will be reported to law enforcement agencies and relevant action will be taken against them.

We will not be liable for any damage caused to your appliance while using our website as it is an uncontrollable factor and we do have necessary steps taken to avoid such accidents or events.

6.2. Privacy Policy

6.2.1. Scope, this privacy policy applies only to the actions of Quality Eyes and You in relation with this Site. It does not include any websites that can be entered from this Site including, but not limited to, any links that we have provided to social media websites.

6.3. Data collected

We may collect the following Data, which includes personal Data, from you:

6.3.1. Information that you have provided by filling in forms on our Site. This includes information you have provided at the time of registering to use our Site, placing orders for Products, subscribing to our services or requesting information on our Products or services. We may also request information when you enter any competition or promotion, and when you report an issue with our Site or service. This information can include, but not be limited to:

  • Name;
  • Contact Information such as email addresses, postal addresses and telephone numbers;
  • Date of Birth;
  • Name, address and contact details of your optician;
  • An image of any contact lens prescription uploaded,
  • Financial information such as credit / debit card numbers;

6.3.2. Information that will be received by us automatically during visits to our Site including, but not limited to:

  • IP address;
  • Date and time of visit;
  • Web browser type and version;
  • Device type;
  • A list of URLs starting with a referring site, your activity on this Site, and the site you exit to;
  • Operating system;
  • Other resources that you access.

6.3.3. Additional information relating to orders you place on our Site including, but not limited to:

  • Payment method and status;
  • Prescription details of contact lenses;
  • Identity and quantity of Products ordered and price paid;
  • Discount and promotion codes including refer-a-friend referrer and referee details.
  • Delivery method;

6.3.4. information of personal communication direct with you including but not limited to:

  • Email correspondence;
  • Telephone call recordings;
  • Postal correspondence;
  • Live chat transcripts.

6.3.5. Responses to surveys that we have asked you to complete for research purposes,

6.4. Our use of all Data received.

6.4.1. Quality Eyes is the "data controller".

6.4.2. We will retain and keep safe any Data we collect in relation to orders placed on our Site for 7 years, there after we will dispose of this if no longer needed.

6.4.3. Unless we are obliged or permitted by law to do so, and subject to any third party disclosures specifically set out in this policy, your Data will not be disclosed to third parties. This does not include our affiliates and / or other companies within our group.

Quality Eyes is part of House of Lenses Ltd group. By accepting these terms and conditions, you (i) allow us to share your Data strictly with companies within the House of Lenses Ltd group and (ii) give your express, specific and informed consent to receive emails of promotional materials concerning optical products from these companies. Your data will not be shared with any third party company. Each emails sent to you by Quality Eyes and / or other companies within our group will include an ‘unsubscribe’ link.

6.4.4. All personal Data collected is stored securely. For more information on security see the clause below (Security).

6.4.5. Any or all of the above Data may be required by us from time to time in order to provide you with the best possible service and experience whilst using our Site. Specifically, Data can be used by us for the reasons listed:

  • improvement of our products / services;
  • internal record keeping;
  • transmission by email of promotional information that can be of potential interest to you;
  • contact for market research purposes which can be done using email, telephone, fax or mail. Such information may be used to customise or update the Site;

6.5. Third party websites and services

On occasion we can seek out third party services to deal with specific processes necessary for the sites operation. Such third party services may need access to certain personal data provided by you to maintain optimal performance and service.

6.6. Changes of business ownership and control

6.6.1. On occasion we can decide to expand or reduce the size of our business and this could involve the sale and/or the transfer of control of all or part of Quality Eyes. Data provided by you will, where it is relevant to any part of our business so transferred, be transferred along with that part and the new owner or newly controlling party will, under the terms of this privacy policy, be permitted to use the Data for the purposes for which it was originally supplied to us.

6.6.2. We may also disclose Data to a prospective purchaser of our business or any part of it.

6.6.3. In the above instances, we will take steps with the aim of ensuring your privacy is protected.

6.7. Controlling use of your Data

Wherever you are required to submit Data, you will be given options to restrict our use of that Data. This may include the following:

  • use of Data for direct marketing purposes; and
  • sharing Data with third parties.

6.8. Accessing your own Data

You have the right to access and correct your Data. You can also, for legitimate reasons, object to the processing of your personal data. To exercise your rights, you can send an email to info@qualityeyes.com.

6.9. Security

6.9.1. Data security is an importance factor for us to provide the best service to you, and to protect your Data we have put in place suitable physical, electronic and managerial procedures to safeguard and secure Data collected via this Site.

6.9.2. If you choose, or you are provided with, a user id, password or any other information as part of our security protocol, you must treat such information as confidential, and you must not disclose it to any third party. We have the right to disable any user id or password, whether chosen by you or allocated by us, at any time, if in our opinion you have failed to comply with any of the provisions of these terms.

6.9.3. We endeavor to do our best to protect all of your personal Data. However, transmission of information through the internet is not entirely secure and is done at your own risk. We cannot ensure the security of your Data transmitted to the Site.

6.10. Cookies

6.10.1. This Site may place and access certain Cookies on your computer or device. We have carefully chosen these Cookies and have taken steps to ensure that your privacy is protected and respected at all times.

6.10.2. All Cookies used by this Site are used in accordance with current EU Cookie Law.

6.10.3. Before the Site places Cookies on your computer for the first time, you may be presented with a message bar requesting your consent to set those Cookies. By giving your consent to the placing of Cookies, you enable us to provide a better experience and service to you. You can, if you wish, deny consent to the placing of Cookies; however certain features of the Site may not function fully or as intended.

6.10.4. This Site may place the following Cookies on your computer or device:

  • Type of Cookie
  • Strictly necessary cookies
  • Purpose

These are cookies that are needed for the optimal operation of our Site. They include, for example, cookies that enable you to log into secure areas of our Site, use a shopping cart or make use of e-billing services.

  • Analytical/performance cookies

They allow us to recognise and count the number of visitors and to see how visitors navigate around our Site when they are using it. This enables us to improve the way our website works, for example, by ensuring that users are finding what they are looking for effortlessly.

  • Functionality cookies

These are used to identify you when you return to our Site. This allows us to personalise content specifically for you, welcome you by name and remember your preferences (for example, your choice of language or region).

6.10.5. You can choose to delete Cookies at any time; however you may lose any information that enables you to access the Site more quickly and efficiently including, but not limited to, personalisation settings.

6.10.6. It is recommended that you ensure that your internet browser is up-to-date and that you consult the help and guidance provided by the developer of your internet browser if you are unsure about adjusting your privacy settings.

6.11. Regestering an Account

By registering an account with Quality Eyes you are agreeing to receive periodic emails as part of an automatic subscription to our newsletter. This newsletter has an opt out option at the bottom of each email received.

6.12. Discounts & Promotional Codes

Customers can use only one of the available Discount Codes or Promotional Codes or Voucher Codes at a time while placing an Order.


If you wish to speak to us regarding anything or need any further information regarding the use of our website you can contact our customer service team at:

E-mail: info@qualityeyes.com

Phone: 0207 856 0856