Right to a refund from optician query

[Rictictac]

Hi
I went for an eye test, ordered frames and lenses in store and paid in full.

Next morning, I rang and asked for the order to be placed on hold as I had changed my mind about the frames and wanted to choose some different ones. Basically, I think I must have been on another planet when I ordered as I now don’t like any of the frames they have and would like to look elsewhere.

I have asked for a refund as the order is on hold and nothing has been manufactured but they have to get the area manager to approve it. I have a sneaking suspicion they are going to be awkward so just wanting to see if anyone with legal knowledge can advise on my rights. I understand consumer rights regarding defective goods but this just comes down to me changing my mind.

Can anyone help please?

A product that is tailored to an individual would not be automatically valid for a refund, but many companies (including Vision Express and Specsavers) have no-quibble customer satisfaction guarantees where you would be allowed to return your glasses even so. Many staff in independent stores do need to have refunds approved by a manager, and to confirm cancellation of the order, so it’s not automatic indication that they intend to be “awkward.”

Thanks for your reply.
The order was placed on hold so at the moment there is no product.
My feeling that they may be awkward is based on the reaction from staff in store trying to tell me the glasses are being made when they know it is all on hold. This is not one of the big chains but a smaller local optician.

As you purchased in store, changing your mind does not give you any right to cancel and receive a refund.

How do you know nothing has been manufactured yet?

A lot of opticians have a return period after you pick new glasses up. A month or so usually. You might have to wait to collect them and then return them if they have that policy.

As PP said, when you order something personalised to you in a store you don't usually have the same automatic rights to refunds and cancellations like when you order something online. Depends on their own shop policy.

Not sure about the legal side but I'll be very surprised if you don't get your full refund. Even if the lenses had already been ordered by the time you put the order on hold, the cost to the shop is very low and not worth the hassle of a disgruntled customer.
I'm an optician and if this situation occurred in my shop my boss would give a full refund but tell you, politely, not to come back

Veeolay

Sorry, trying to reply to your post but the reply isn’t working.

I was told the morning after placing the order that it was easy to put on hold as nothing had been started.

You still don’t have a right to refund. If they’re feeling generous they may offer store credit but refund - you will be lucky.