Contact lenses

Saz2015

I bought some contact lenses from an online contact lense company.
However I had some faulty lenses so I contact them to ask them for a refund! They ask me to send the lenses back to them. Which I do and it didn't cost me free postage!
However after I returned them they stated that they had sent them to the manufacturer for testing and this would take several weeks!
I requested a refund.
I received an email saying that they couldn't refund without a prescription as they are a medical product.
I returned the email stating my consumer rights etc not fit for purpose etc.
They were adimant that they need my prescription!
I'm Having great difficulty getting hold of my prescription.
So we are at a stalemate I have sent them emails and phoned and they just aren't sorting it! This has been going on for 2 months!
Does anyone know if what they are saying is true?

Fosterdog

In what way we're they faulty?

They will want to see the prescription to see whether they have been made to the correct prescription or not and whether you gave them the correct details of your prescription when ordering.

If you provided the correct prescription details and they were made to the wrong prescription then you will probably get your refund quite quickly. If you provided the wrong details and they made them to what you said you needed then they don't owe you a refund.

Can't you just ask your optician if they can do another prescription? If you've lost the original and still need contact lenses even from another company you will need the prescription to order them.

neilmcl

How did you order them in the first place if you didn't have your prescription?

shaun_from_Africa

neilmcl wrote: »

How did you order them in the first place if you didn't have your prescription?

There are some online contact lens suppliers that don't require you to submit a prescription when ordering.
I work outside of the UK and have my sight checked on a regular basis but the place I use doesn't issue contact lens prescriptions so I use one of the no prescription required companies but I do have a full contact lens check up when I'm back in the UK.