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K I N D S I G H T

Refund policy

The 14-day cooling-off period allows consumers to cancel the purchase and receive a full refund under consumer rights – This must be cancelled either by the patient directly (depending on capacity) or Cancellation by POA (financial) if the patient lacks capacity.

Returns And Refunds

30 day money back guarantee -KindSight must be informed within 30 days of the glasses being delivered in order to be eligible for a full refund with reason. A partial refund may be offered under certain circumstances for example.
-More than fair wear and tear within the 30 days of delivery.
-Goods are damaged within 30 days of delivery.
Please allow 7-10 business days for refund.

Visual concerns after receiving glasses

All visual concerns must be brought to KindSight’s attention either by email or phone call within 30 days of receiving the glasses for investigation. Failure to report unsatisfactory visual outcomes within the 30 days will result in a refund decline.

What happens next

You will receive a call discussing the expectations of the visual outcomes based on your unique prescription. A decision will be made to investigate if visual improvement is possible (in some cases there are visual limitations due to pathology). We will indicate if improvement is possible.
If visual standards are worse than current or previous correction a re-test will be raised to investigate.

Free replacements

All of our Private patients at KindSight are offered 1 free replacement per prescription. Subject to charges for upgrades for example Thinner lighter lenses, hard coat, MAR and photochromic lenses will be charged as additional.
All patients eligible for NHS vouchers are also eligible for replacements; individual requirements are discussed under the Pre authorisation of adult GOS 4 claims.

Change in circumstances RIP

KindSight must be notified with immediate effect if the patient has sadly passed away. This will ensure the order ceases production.

What happens if we are NOT notified?

KindSight must be notified within 14 days of delivery or attempted delivery to be eligible for a full refund. Failure to notify KindSight will result in decline of refund.
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