Terms & Conditions

Optical Solutions Limited Returns Policy


Before returning an item to us please call, or complete an online returns request and await for our confirmation email. 

Our returns policy for non-business customers is: 

Reason for return

Notification time after delivery date

Entitlement

 Unwanted

14 days

Full refund

Faulty / damaged

on receipt

30 days

Full refund or choose repair/replacement

Faulty under warranty

Within the product warranty period

Repair / replacement

Our returns policy does not affect your statutory rights. For more information about your statutory rights, please visit Citizens Advice.

Business customers do not have an automatic right to a 14 day cooling off period, but we accommodate genuine requests on a case by case basis.

Unwanted items 

Any unwanted items returned under the fourteen day cooling off period must be unused and returned in the original, unopened packaging.

You must notify us of your intent to do so within fourteen days of receiving the item(s) and the item(s) must then be returned within fourteen days of the RMA number being issued. 

It is the purchaser's responsibility to arrange and pay for return shipping and and the item(s) remains the purchaser's responsibility until accepted back at Optical Solutions Limited.

Provided this conditions are met, Optical Solutions Limited will refund the payment in full for the item(s), using the original payment method, unless otherwise mutually agreed, within fourteen days of the item(s) being  returned.

If the item(s) are opened, or otherwise not in an "as-new" condition, we reserve the right to reduce the value of the refund by the reduced value of the item(s). We will discuss this with you first to attempt to reach a mutually acceptable arrangement.

We appreciate that potential purchasers may want to hold and test products, which is why we hold demo stock, arrange open days and attend shows to facilitate that. Please contact us if you wish to arrange a demo, as opened items cannot otherwise be returned for a full refund, since they cannot be then resold as new. We thank you for your cooperation with this. 



Faulty/damaged on receipt

 

You must notify us that the item was delivered faulty within thirty days of delivery and whether you wish to return it for a full refund of request a replacement product and you will then be issued with an RMA number.

        - full refund

There is a legal right to a full refund in which case the item(s) must be returned within fourteen days of the RMA number being issued.

It is the purchaser's responsibility to arrange and pay for return shipping and and the item(s) remains the purchaser's responsibility until accepted back at Optical Solutions Limited. The item(s) must be returned with all original packaging, plus any accessories, and properly packaged and shipped to ensure no further damage occurs to the item(s).

Provided this conditions are met, Optical Solutions Limited will refund the payment in full for the item(s), using the original payment method, unless otherwise mutually agreed, within fourteen days of the item(s) being returned.

If the item(s) appear to have been damaged by the purchaser, or during the return shipping, we reserve the right to reduce the value of the refund by the reduced value of the item(s). We will discuss this with you first to attempt to reach a mutually acceptable arrangement.

Note: Please read the guidance provided with your RMA number.

 - repair / replacement

Subject to agreement between the purchaser and Optical Solutions Limited, a replacement of the faulty/damaged item(s), a repair, an alternative item(s), or a full or partial refund may be arranged.

Any alternative arrangement will not reduce your consumer rights.

Note: Please read the guidance provided with your RMA number.

 

Faulty under warranty

Please contact us for any warranty issues by telephone, email, or by using our online returns request form.

Warranty options and process vary by product, but your statutory rights are fully respected.

If item(s) are being returned under warranty, the original packaging is not required, but the item(s) must be packaged securely.

It is the purchaser's responsibility to arrange and pay for return shipping and and the item(s) remains the purchaser's responsibility until accepted back at Optical Solutions Limited.

A repair, replacement or refund for the item(s) will be arranged as agreed with the purchaser when issuing the RMA number.

Note: Please read the guidance provided with your RMA number.


Faulty outside warranty or accidentally damaged

Please contact us by telephone, email, or by using our online returns request form if you ever have a problem with your item(s).

We value our customers and will always try to help whether it's as little as a lens cap that got lost, or a scope that went under a Land Rover.

Just let us know what happened and we will try our best to help. 

Note: Please read the guidance provided with your RMA number.


Where do I send the items for return?

Unless otherwise advised, please return all goods to:

Optical Solutions Limited
22 Cliff Road
Felixstowe
Suffolk
IP11 9PJ

For your protection, we recommend that you use an insured, recorded-delivery service.

Returns from outside of the UK mainland, all customs declarations need to be filled out

How long will it take?

Items returned for a full refund are normally processed within one week.

Items returned for repair/replacement may need to be sent to the manufacturer under warranty, but we will notify you of this and keep you updated with the return time.

OUR PROMISE

Whatever the issue, you will be answered promptly, courteously and we will aim to resolve any questions in the shortest reasonable time frame.