If you’ve always gone to your optician, buying glasses online can feel like a leap of faith.
So let’s clear this up properly.
Like any online purchase, you’re entitled to return your new Banton Frameworks glasses within 14 days of receiving them, under the Consumer Contracts Regulations. That returns window exists to give you space to decide whether they’re right for you.
This applies to home try-on orders only as long as the glasses are returned in perfect condition, you’re free to change your mind.
No pressure. No awkwardness. Just a fair window to decide.
Your 14-day cooling-off period starts from the day your glasses are delivered to you.
That’s two full weeks to live with them at home, see how they feel and decide whether they belong in your life or back in ours.
You don’t need to justify your decision. You don’t need to rush. And you don’t need to know the answer the moment you open the box.
This cooling-off period applies to home try-on orders, where the frame/s are supplied with demo lenses and no prescription lenses have been pre-fitted.
What if I change my mind after ordering lenses?
Once prescription lenses have been made specifically for you, they’re treated differently. Prescription lenses are non-refundable, unless there’s a genuine issue such as:
- a manufacturing defect
- a measurement error
- or your prescription not being processed correctly
That’s because prescription lenses are custom-made. Once they’ve been cut and fitted, they can’t be reused for anyone else.
Are prescription lenses refundable?
But is the frame refundable after lens fitting?
Yes, it can be. If you decide to return the frames after prescription lenses have been fitted, the frames themselves are refundable. However, a 2.2% restocking fee is applied.
That fee covers the real, behind-the-scenes work involved:
- removing your prescription lenses
- replacing them with new demo lenses
- inspecting and restocking the frame
- and handling the additional admin that comes with it
It’s not a penalty. It’s a reflection of the time and care involved in resetting everything properly.
Can I exchange the frame after the website closes?
Yes. If you selected home try-on and we have the frame you’d like in stock, we’re more than happy to exchange it for you, even after the website has closed.
To do this, use the “exchanges” section on the A4 paper returns form included with your order. Write down the frame you’d like instead, and we’ll do our best to make that happen.
What if the frame I want isn’t in stock?
If the frame you’re hoping to exchange for isn’t available, we’ll let you know by email. From there, we can either look at a suitable alternative together, or arrange a refund.
More questions you didn’t think of (but would like the answers to)
Do I need to decide immediately once they arrive?
No. The full 14-day window is yours. There’s no expectation that you’ll decide on day one, or even day five. This time exists so you can think clearly, without pressure, rather than making a snap decision you later regret.
What condition do the glasses need to be in to return them?
The glasses need to be returned in perfect condition. That simply means no damage, no scuffs or scrapes and no signs of wear beyond careful handling. They should come back exactly as you’d expect to receive them yourself - neatly in their original packaging.
This isn’t about being fussy. It’s about being fair, especially when every frame is made, finished and packed by hand. Our hands.
Can I try them at home properly, or do they need to stay unworn?
Please. Be my guest. You’re absolutely expected to try them on. Wear them around the house. Take a few selfies. Go wild and see how they feel after an hour. Maybe answer the door to the mail man and see if he compliments you.
You don’t need to keep them sealed in the box to qualify for a return. The point of a home try-on is to actually live with the glasses, not just admire them on a table.
What if I’m unsure and need advice before returning them?
Please get in touch. If you’re on the fence about fit, size, or whether a different frame might suit you better, we're more than happy to help. A quick conversation often clears things up far better than second-guessing on your own.
How do I start a return or exchange?
Every order includes an A4 paper returns form. To start a return or request an exchange, simply follow the instructions on that form. It walks you through the process based on what you’d like to do, step by step.
What happens once my return reaches your workshop?
Once your return arrives back with us, please allow up to 5 working days for it to be processed.
That timeframe starts from the day we receive your parcel. We’ll carefully check everything, make sure it’s all as it should be, and then complete the return or exchange.
As a two-person workshop, we really appreciate your patience during this stage.
Still deciding if Banton is for you?
If you're doing your homework, I totally get it. As a small two-person workshop, you won't find our frames anywhere else. I mean, our website is only open six times a year. But to help with your imminent optical investment, I've written a whole bunch of articles that will hopefully help make your decision much easier.
Thanks for reading x