Returns & Refunds

The 30-day window

You have 30 days from the day your order is delivered to request a change-of-mind return. This is more generous than the 14-day cooling-off period UK law gives you for online purchases — we've simply extended it.

To keep a return eligible, the item must come back to us:

  • unused and in as-new condition;
  • with all original packaging, accessories, cables and documentation; and
  • with nothing missing or damaged beyond what's needed to have inspected it.

You're welcome to examine your SightPhones as you would in a shop. But if an item is returned showing use, wear, or damage beyond a reasonable inspection — or with packaging or accessories missing — we may reduce your refund to reflect the loss in value, or, where the item can no longer be sold as new, decline the return. We'll always explain our reasoning if we do.

Within the first 14 days

If you request your return within 14 days of delivery, we will always honour your statutory right to cancel. In line with the law, we may make a deduction from your refund to reflect any reduction in the value of the goods caused by handling them more than was necessary to check their nature and how they work.

Days 15–30 (our goodwill extension)

Returns requested after day 14 and up to day 30 are accepted as a goodwill gesture, on the condition that the item is unused and as-new with all original packaging and accessories. We reserve the right to refuse a return, or to make a deduction, where these conditions aren't met.

What we can't accept

  • Prescription and custom-fitted lenses. Because these are made to your individual specification, they're exempt from change-of-mind returns under UK law and can't be returned unless faulty.
  • Items returned after the 30-day window has closed.
  • Items damaged through accident, misuse, or normal wear after delivery (these may instead be covered by the manufacturer's warranty — see our warranty page).
  • Gift cards.

None of these exclusions affect your rights where an item is faulty or not as described.

Faulty or not-as-described items

This is separate from change-of-mind returns and your rights here are stronger.

Under the Consumer Rights Act 2015, if your SightPhones are faulty, not as described, or not fit for purpose, you have the right to reject them for a full refund within 30 days of delivery. After 30 days, you're entitled to a repair or replacement. If an item is faulty, we cover return postage — contact us and we'll arrange it.

Manufacturing defects and technical failures that appear later may also be covered by the one-year manufacturer's warranty included with every pair, through the brand's official service network. See our warranty page for details.

How to start a return

  1. Email support@sightphones.com within your 30-day window, with your order number and the reason for return.
  2. We'll confirm your return is eligible and send you a return authorisation and the address to send to. Please don't send anything back before you've heard from us — it helps us track your return and process your refund quickly.
  3. Pack the item securely in its original packaging.
  4. Send it back using a tracked service. For change-of-mind returns, you cover the return postage, and the item remains your responsibility until it reaches us — so we recommend keeping your tracking and proof of postage. For faulty items, we'll cover or arrange postage.

Refunds

Once we receive your return and check its condition, we'll process your refund to your original payment method. We'll do this within 14 days of receiving the item back (or, for cancellations, within 14 days of you providing proof you've sent it, whichever is sooner). Any deductions for diminished value will be explained at that point.

Outbound delivery is free, so there's no delivery charge to refund.

Your legal rights

This policy sits alongside — and does not limit — your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Where this policy is more generous than the law requires, the more generous terms apply.

Contact

Questions about a return? Email support@sightphones.com and we'll help.

SightPhones is a trading name of TYFG VISIONTECH LIMITED, registered in England & Wales (company no. 17188276), registered office 180 Sarsen House, Middle Road, London, W7 3FT. Returns address: 180 Sarsen House, Middle Road, London, W7 3FT. Effective 9 June 2026.