Refund policy
Return and Refund Policy
Banna Eyewear Ltd
At Banna Eyewear, we aim to provide quality eyewear and reliable customer service. This policy explains your rights regarding cancellations, returns, exchanges and refunds.
1. Your 14-Day Right to Cancel
For eligible online purchases delivered to the United Kingdom or European Union, you normally have 14 calendar days after receiving your goods to cancel your order without giving a reason.
This applies to standard, non-customised products, including frames purchased without prescription lenses and non-prescription sunglasses.
You must inform us of your decision to cancel within the applicable 14-day period. You then have a further 14 days to return the goods.
Where one order contains several items delivered separately, the cancellation period will normally run from receipt of the last item.
These rights are subject to the legal exceptions explained below.
2. Condition of Returned Items
You may inspect and try on eligible eyewear as you would in a physical shop.
Please handle products carefully and return them with their accessories and original packaging wherever possible.
We may make a deduction for any reduction in value caused by handling beyond what is reasonably necessary to inspect the product, where permitted by law.
Missing packaging or removed tags do not automatically invalidate your statutory cancellation rights.
3. How to Cancel or Return an Order
To cancel an eligible purchase or arrange a return, please email:
Include your order number and identify the item or items you wish to return.
You do not need to provide a reason when exercising your statutory right to cancel.
We recommend contacting us before posting your return so that we can provide instructions and process it efficiently. However, prior approval from Banna Eyewear is not required to exercise a statutory cancellation right.
Return address:
Banna Eyewear Ltd
Flat 38, Wendover Court
Western Avenue
London W3 0TG
United Kingdom
Please package products securely. We recommend using a tracked postal service and retaining proof of postage.
4. Return Postage
For change-of-mind cancellations, customers are responsible for the direct cost of returning the goods, unless otherwise required by applicable law or expressly agreed by us.
Where products are faulty, damaged, incorrectly supplied or otherwise fail to meet applicable legal requirements, Banna Eyewear will cover reasonable return postage where required by law.
5. Prescription Lenses and Custom-Made Eyewear
Prescription lenses manufactured or glazed to your individual prescription and measurements are personalised products.
Under Regulation 28(1)(b) of the UK Consumer Contracts Regulations 2013, goods made to a customer's specifications or clearly personalised are generally exempt from the statutory change-of-mind cancellation right.
This generally includes:
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Prescription lenses manufactured to your individual prescription.
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Complete prescription glasses made to your specifications.
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Prescription lenses made for reglazing your own frames.
Accordingly, these products are not normally eligible for change-of-mind returns or refunds.
Standard products that have not been customised are not automatically exempt merely because they were specially ordered.
Your statutory rights remain fully protected if custom-made goods are faulty, not as described, incorrectly manufactured or otherwise fail to comply with applicable consumer law.
If you need to cancel or change a prescription order before manufacture, please contact us immediately. We will consider whether the order can be stopped or amended and confirm the available options.
6. Customer-Owned Frames and Reglazing
If you send us your own frames for reglazing, we will take reasonable care in assessing and handling them.
Previously worn frames may have existing wear, material deterioration or hidden weaknesses that can increase the risk of damage during lens removal or fitting.
If we identify a significant suitability concern, we will contact you before proceeding.
Where damage results from a pre-existing defect or inherent weakness despite reasonable care, we may not be responsible for that damage. However, nothing in this policy excludes liability arising from a failure to exercise reasonable care and skill or restricts your statutory rights.
Please refer to Section 4 of our Terms of Service for further information.
7. Faulty, Damaged or Incorrect Goods
If your order arrives damaged, defective, incorrect or not as described, please contact us as soon as reasonably possible at:
Provide your order number and a description of the problem. Photographs may help us investigate, where available.
We will assess the issue and offer an appropriate remedy in accordance with applicable consumer law.
For UK consumers, the Consumer Rights Act 2015 normally provides a 30-day short-term right to reject goods that do not conform to the contract, followed by further statutory rights where applicable.
Customers in the European Union and other countries retain the mandatory legal remedies applicable to their purchases.
There is no seven-day reporting deadline limiting your statutory rights in relation to faulty products.
8. Prescription Vision and Adaptation Concerns
Some prescription lenses, particularly varifocal, bifocal and office lenses, may require a period of adaptation.
If you experience discomfort or difficulty with your lenses, please contact us as soon as reasonably possible.
We will review the information provided, check the relevant lens specifications and work with you to identify a suitable resolution.
Where a manufacturing fault or other failure for which we are responsible is established, we will provide the remedy required by law.
Where the issue arises from inaccurate customer-supplied information or normal adaptation rather than a fault, we will explain our findings and discuss available options.
Please refer to Section 4 of our Terms of Service.
9. Exchanges
If you wish to exchange an eligible non-customised product, please contact us.
The simplest method is normally to cancel and return the original purchase under your applicable cancellation rights and place a separate order.
Prescription and other custom-made products are subject to the restrictions explained above, without affecting statutory rights.
10. Refunds
Where an eligible order is cancelled under statutory cancellation rights, we will refund payments as required by applicable law.
For UK statutory cancellations involving returned goods, refunds will be made without undue delay and no later than 14 calendar days after we receive the goods back or receive satisfactory evidence that they have been sent back, whichever is earlier.
Where legally required, the refund will include the original standard delivery charge. Additional charges for premium delivery services are not normally refundable.
We may make a lawful deduction where goods have been handled beyond what is reasonably necessary and their value has been reduced.
For faulty goods, refunds and other remedies will be provided in accordance with the applicable statutory requirements.
Refunds will normally be issued to the original payment method, unless you expressly agree otherwise.
Your payment provider may require additional processing time before the funds appear in your account.
11. European Union and International Orders
For orders delivered to EU countries, applicable mandatory EU consumer protection rights will be respected, including the 14-day withdrawal right for eligible goods and statutory remedies for defective products.
For orders delivered to other countries, the cancellation and refund rights required by applicable law will apply. We do not otherwise offer an automatic additional change-of-mind return period, although discretionary returns may be considered individually.
International customers should contact us before returning goods so that we can provide appropriate shipping instructions.
Any applicable customs documentation and charges will be handled in accordance with the relevant legal requirements and the delivery terms disclosed before purchase.
12. Statutory Rights
Nothing in this policy excludes or limits any consumer rights or remedies that cannot lawfully be excluded or restricted.
13. Contact Information
Banna Eyewear Ltd
Company number: 17246633
Email: info@bannaeyewear.com
Registered office:
Flat 38, Wendover Court
Western Avenue
London W3 0TG
United Kingdom
Model Cancellation Form
You may use the following form to cancel an eligible purchase, although you are not required to use it.
To: Banna Eyewear Ltd — info@bannaeyewear.com
I hereby give notice that I cancel my contract for the purchase of the following goods:
Order number:
Goods ordered:
Date ordered:
Date received:
Customer name:
Customer address:
Date:
Signature (only if submitted on paper):