Returns & Refunds
You have 30 days from delivery to return any frame from Rowan Optical for any reason. This section sets out the requirements, the procedure, the shipping fees, and the refund schedule.
- Return window
- 30 days from delivery
- Return shipping
- Covered by us for factory faults or incorrect models; covered by you if you choose a different style
- Refund time
- 3-10 business days after the parcel arrives at our workshop
- Refund method
- Returned through the original payment route
1. Conditions
To qualify for a refund within the 30-day return window, reading glasses and optical accessories must be unused, unadjusted, free from smudges, scratches, or hinge wear, and housed in their original pristine hardshell case with all factory tags, labels, and protective hygiene packaging intact.
2. Return procedure
- Send an electronic return notification specifying your full order reference number and reason for return to [email protected].
- Obtain your formal Return Merchandise Authorisation (RMA) reference code together with the designated United Kingdom returns facility address.
- Package the optical frames securely within their original protective casing and exterior shipping carton, ensuring all original protective seals are maintained.
- Receive your reimbursement via the original payment method, or via direct bank transfer for cash on delivery purchases, within 3 to 10 business days following return inspection and approval.
3. Who pays return shipping
When a frame is defective, damaged in transit, or packed incorrectly, we cover shipping by dispatching a courier or mailing a prepaid label. If you return an undamaged frame by personal choice, you pay the return postage. We charge no restocking fee.
4. Refund timing and method
We issue payment within 3 business days once the frame passes bench inspection. Orders settled by cash on delivery are refunded by direct transfer to your nominated bank account. Bank transfer payments return to the originating account. Settlement typically takes 1-5 business days depending on your bank.
5. Resolution by case type
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Incorrect frame returned instead of the supplied model | None |
| Parcel lost | Replacement shipment or complete refund once the carrier completes tracing | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Complete reimbursement of the frame price | Return shipping only |
6. Exchanges
To select a different temple width, frame color, or optical model, return your current frame and submit a new order. We credit the returned piece upon receipt. If the replacement rectifies our packing error, we send the replacement with free shipping.
7. Cancelling an order
You can stop an order without cost prior to workshop dispatch. Send an email to [email protected] with your order number. Once the parcel leaves our facility, standard return rules apply.
8. Questions about this policy
Write to [email protected] or call +44 161 497 4814 during Mon-Thu 08:45-16:45, Fri 08:45-15:45, Sat 10:00-15:00. We reply to each inquiry within one business day.
- Merchant
- Rowan Optical Ltd.
- Registered address
- 36 Jersey Street, Ancoats, Manchester, M4 6JA, United Kingdom
- [email protected]
- Phone
- +44 161 497 4814
- Working hours
- Mon-Thu 08:45-16:45, Fri 08:45-15:45, Sat 10:00-15:00
- Registration
- Company No. 19695870