UK STANDARD – £3.75 Expect within 10 working days. No signature will be required upon delivery.
We use Royal Mail and Hermes to send orders. All orders are processed and sent as soon as possible. If there is a delay in this due to stock limitations or weather conditions etc, you will be informed of the circumstances. We will send you a dispatch email once your parcel has been shipped. If you do not receive your order within 10 working days, please contact us.
Orders placed on Saturday or Sunday will be processed the following Monday
Orders placed on a bank holiday will be processed on the next working day
Unfortunately we currently are unable to send items to British Forces Post Offices (BFPO)
At present, we are unable to make deliveries to the Channel Islands and countries outside of the UK
The Consumer Contracts Regulations 2014
Return of Goods
Any incorrect items, unwanted or faulty goods can be returned to us within 14 days of receiving your order with accompanying original invoice. Return address: IQ Health Ltd, Westlink House, Suite G17, 981 Great West Road, Brentford, TW8 9DN. The items must be returned to us in good condition and unopened where possible before we can process refunds. You will receive a full refund bar the delivery charges. Please inform us first of any intended refunds.
Your right to a refund
You should get a refund within 14 days of either the us getting the goods back, or you providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner.
A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary.
The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.
Refunding the cost of delivery
We will refund the basic delivery cost of getting the goods to you in the first place, so if you opted for enhanced service eg guaranteed next day, we will only refund the basic cost.
Exemptions
There are some circumstances where the Consumer Contracts Regulations won’t give you a right to cancel. These include items where if you’ve broken the seal on the wrapping, perishable items and tailor-made or personalised items. Also included are goods that have been mixed inseparably with other items after delivery.
Order cancellations
Please note that there may be certain orders that we are unable to accept and must cancel. IQ Health Ltd reserves the right, at our sole discretion, to refuse or cancel any order for any valid reason. Cancellations may occur due to limitations on quantities available for purchase; inaccuracies or errors in pricing information provided and other typographical errors, or problems identified by our credit and fraud avoidance group.
We may also require additional verifications or information before accepting any order. We will contact you if your order may need to be cancelled or if additional information is required to accept your order. If your order is cancelled after your credit card has been charged, we will issue a full refund to your credit card.
Prices and availability are subject to change without notice.
Your right to cancel
Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods. If your order consists of multiple goods, the 14 day period runs from when you get the last of the batch. This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back.
Overview
Our refund and returns policy lasts 20 days. If 20 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 20 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.
Shipping returns
To return your product, you should mail your product to: IQ Health Ltd, Westlink House, Suite G17, 981 Great West Road, Brentford, TW8 9DN.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at care@iqoptometry.com for questions related to refunds and returns.