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Contact Lenses Online Terms & Conditions Menu

Contact Lenses Online Terms & Conditions

This page (together with the documents referred to on it) tells you the terms and conditions (Terms & Conditions) on which we supply any of the products (Products) listed on our website www.superdrug.com (the Site) to you. The Products listed on the Site may be supplied directly by Superdrug or one of our third party suppliers (3rd Party Supplier(s)), depending on the type of Product(s) ordered. Please read these Terms & Conditions carefully before ordering any Products from the Site. You should understand that by ordering any of our Products, you agree to be bound by these Terms & Conditions. You can print a copy of these Terms & Conditions by selecting the print option from the “File” menu of your browser. Please also note that the use of the Site is subject to the terms contained in the Website Terms of Use, which apply whether or not you order any Products from the Site. We take privacy seriously. The categories of personal data that we process depend on how you use our services. We use your personal data to align our online and in store services with your preferences, to provide you with purchases and services, to deal with your requests, to contact you regarding tailored products and services which may be of interest to you, to provide prize draws or competitions, or to carry out relevant administrative services. All personal data is processed in accordance with applicable data protection laws. For a full version of our Privacy Policy, please see Privacy Policy.

1. Information about us

The Site is operated by Superdrug Stores plc (we / us). We are registered in England and Wales under company number 00807043 with our registered office at 51 Sydenham Road, Croydon, Surrey, CR0 2EU. Our UK VAT registration number is GB777947160 and our Republic of Ireland VAT registration number is IE3346288LH.

2. How the contract is formed between you and us

2.1 You may place an order to purchase a Product advertised for sale on the Site by following the onscreen prompts after clicking on the item you are interested in. You will have an opportunity to check and correct any input errors in your order up until the point at which you submit your order by clicking the "Proceed to Secure Payment" button on the "Payment details" page. No amends can be made by you to your order after this point.

2.2 After placing an order, you will receive an e-mail from us acknowledging that we have received your order and giving you an order number and a summary of your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy a Product. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an e-mail that confirms that the Product has been dispatched (the Dispatch Confirmation). The contract between us for the sale of a Product will only be formed when we send you the Dispatch Confirmation for the relevant Product. If you order several Products from us which are being delivered at different times or separately from a 3rd Party Supplier, each contract is formed when we provide the Dispatch Confirmation for each Product.

2.3 Each Contract will relate only to those Products whose dispatch we have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other Products which may have been part of your order until the dispatch of such Products has been confirmed in a separate Dispatch Confirmation.

2.4 We may choose not to accept your order for any reason and we will not be liable to you or to anyone else in those circumstances.

2.5 We may be unable to process your order if:

  • the Product you ordered is out of stock or discontinued; or
  • the Product you ordered is for pharmacy-only medicines and our pharmacists have been unable to contact you to discuss your order, or a matter related to your order;
  • a 3rd Party Supplier has for any reason been unable to action your order for a Product they supply;
  • there is a problem with authorisation of your method of payment;
  • the Product you ordered is contact lenses and our Optician’s Team have been unable to contact you to discuss your order, or a matter related to your order, or the Product you have ordered does not match the details as specified on your contact lens specification (being the document supplied to you by your optician, which sets out your lens requirements, your personal details and your optician’s details).

2.6 Certain Products made available on the Site are subject to age restrictions imposed by law. We are not permitted by law to supply these Products to individuals who do not satisfy the relevant age requirement and, if you are underage, you must not attempt to order these Products. By registering on the Site, using the Site and / or making a purchase, you confirm and certify that the information you provide, included but not limited to, your date of birth is complete, accurate and up-to-date.

3. Delivery

3.1 We will deliver the Products to you in accordance with the delivery option specified by you when you placed your order (e.g. Next Day or standard delivery and order and collect). NOTE: IF YOUR PRODUCT IS TO BE SUPPLIED BY A 3RD PARTY SUPPLIER, NEXT DAY DELIVERY OR ORDER AND COLLECT IS NOT AVAILABLE, ONLY STANDARD DELIVERY TO A POSTAL ADDRESS IS AVAILABLE. IF YOUR PRODUCT IS CONTACT LENSES, NEXT DAY DELIVERY IS NOT AVAILABLE.

3.2 We will dispatch all Products comprised in your order which are supplied by us at the same time albeit on some occasions in multiple packages. If your order contains Products supplied by a 3rd Party Supplier, the 3rd Party Supplier will undertake delivery directly to you from their stock and this may or may not arrive at the same time as orders which are dispatched by us. Delivery will be made to the delivery address specified in your order. Please see Delivery Information for details of where we deliver and the available delivery options. We cannot deliver items within the same order to multiple addresses. We are not responsible for any additional carrying or positioning of Products ordered.

3.3 For certain bulky or heavy items, there may be a delivery charge, which will be added when you checkout. Please make sure that you are satisfied with the delivery charge before confirming your order for Products at checkout.

3.4 For delivery of pharmacy-only medicines and contact lenses, please see the terms and conditions of delivery set out in the Sections 11 and 12 respectively.

4. Risk and Ownership

4.1 Once delivered, the Products ordered will become your responsibility and, except in relation to Products that are damaged or faulty when delivered or have been incorrectly delivered, we will not accept any liability for their loss, damage or destruction after they have been delivered.

4.2 Ownership of the Products:
(a) If you have ordered Products to be supplied directly from Superdrug (and no 3rd Party Supplier Products) ownership will pass to you on: delivery of the Products; or us receiving full payment of all sums due in respect of the Products (including delivery charges), whichever is the later;
(b) If you have ordered Products to be supplied directly by a 3rd Party Supplier (and no Products to be supplied directly from Superdrug) ownership will pass to you when full payment of all sums due in respect of the Products provided by the 3rd Party Supplier have been received by us, or delivery of such Products is made, whichever is the later;
(c) If you have ordered more than one Product and one or more of the Products is to be supplied directly from Superdrug, and one or more of the Products is to be supplied directly from a 3rd Party Supplier, ownership of the Superdrug Products will pass to you on delivery and ownership of the 3rd Party Supplier Products will pass to you either on delivery of the 3rd Party Supplier Products; or us receiving full payment in respect of the all sums due under your order, whichever is the later.

5. Price and Payment

5.1 The price of any Products will be as quoted on the Site from time to time, except in cases of obvious error.

5.2 Subject to Paragraph 5.2 below, these prices include VAT at the applicable local rates but exclude delivery costs. Delivery costs will be added to the total amount due once you have selected a delivery service from the available options.

These are set out in in Delivery Information.

5.3 We supply Optical Dispensing Services in relation to contact lenses ordered from us via our website. When you enter into a contract with us for the supply of contact lenses, you will also receive the Optical Dispensing Services. The supply of Optical Dispensing Services for prescription contact lenses bought from us is included in the price of the contact lenses as displayed on our website. This Optical Dispensing Service Charge covers the cost of the wider optical advice and guidance provided by us and our Opticians to you and is included in the prices of the contact lenses. Please note that we do not provide Optical Dispensing Services in relation to any products other than prescription contact lenses. As a result, no Optical Dispensing Service Charge is made by us on products that are not prescription contact lenses.

5.4 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.

5.5 By using a credit/debit card to pay for your order, you confirm that the card being used is yours. All fields indicated as compulsory must be completed. Please note that we will only use your information in accordance with our Privacy policy. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to authorise payment we will not accept your order and we will not be liable for any delay or non-delivery and we are not obliged to inform you of the reason for the refusal. We are not responsible for your card issuer or bank charging you as a result of our processing of your credit/debit card payment in accordance with your order.

5.6 By using a credit/debit card to pay for your order, you confirm that the card being used is yours. All fields indicated as compulsory must be completed. Please note that we will only use your information in accordance with our Privacy Policy. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to authorise payment we will not accept your order and we will not be liable for any delay or non-delivery and we are not obliged to inform you of the reason for the refusal. We are not responsible for your card issuer or bank charging you as a result of our processing of your credit/debit card payment in accordance with your order.

5.7 The Site contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on the Site may be incorrectly priced. We will rectify any such errors as soon as possible once we become aware of them. If a Product's correct price is different from the price stated on the Site, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you of such rejection.

5.8 The Site may offer 'Web Exclusive Prices' on selected Products which will be cheaper than prices in our stores.

5.9 Health & Beautycard member promotions cannot be cumulated with other non-member promotions, unless indicated otherwise or applied in your favour directly at checkout.

6. Our Cancellation, Returns and Refund Policy

6.1 Except in relation to the Products specified in the next paragraph, you may cancel your order at any stage before the Products are dispatched to you, and up to 28 days after receipt. To cancel your order prior to confirmation of dispatch you can either (a) complete and return the cancellation form to help@superdrug.com or (b) click here to contact our Customer Services team. To cancel an order after confirmation of dispatch there is no need to contact us. You can simply follow the Returns Procedure. Your right to cancel set out in this paragraph 6.1 is in addition to your rights under the Consumer Contracts Regulations 2013 (the “Regulations”). This paragraph 6.1 includes orders for contact lenses, for which further information can be found in Section 12. Further details of your rights under the Regulations are set out in paragraph 6.8.

6.2 Exceptions.

  • (a) Unless such Products were damaged or faulty when delivered to you or have been incorrectly delivered, you may not cancel your order if the Products are (i) perishable items (e.g. food and baby milk); (ii) medicines; (iii) personalised for you; (iv) sealed Products which are not suitable for return due to health or hygiene reasons if unsealed after delivery, unless such Products were damaged or faulty when delivered to you or have been incorrectly delivered; or (v) unsealed Products which are not suitable for return due to health or hygiene reasons.
  • (b) If your Products have been supplied by a 3rd Party Supplier do not follow the Returns Procedure specified above in paragraph 6.1. Instead, you will receive a document labelled "Returns Information" from the 3rd Party Supplier, with your Products or for contact lenses follow the procedure set out in this. You must check the Returns Information document and follow the steps in that document to return a 3rd Party Supplier Product. Take care to return the item(s) within the time period specified in that document, We (Superdrug) do not handle the returns and these Products cannot be returned to one of our stores.

6.3 Where you decide to cancel an order after the Products have been dispatched, you will be under a duty to return them to us or the relevant 3rd Party Supplier (as applicable), at your own risk. We will not be responsible for any loss or damage to the Products in transit. All such Products should be returned within the time period specified in the Returns Procedure (if it is a Product supplied directly by Superdrug) or Returns Information (if it is a Product supplied directly from a 3rd Party Supplier) received with the Products. Note that Products ordered online and supplied directly by Superdrug can be taken by you to a Superdrug store to handle the return. Until such time as they are returned, you must retain possession of the Products and take reasonable care of them.

6.4 You should return the Products to us or the relevant 3rd Party Supplier (as applicable) unused (except to the extent reasonably necessary to examine them or where the Superdrug 100% Happiness Guarantee applies), and in the same condition in which you received them together with the original Product packaging, in accordance with our Returns Procedure or the Returns Information received from the 3rd Party Supplier(s) (as applicable) for the Product(s).

6.5 Cost of Returns

  • (a) Products dispatched by Superdrug: We will bear the cost of you returning the Products to us providing the parcel is sent from a UK or Republic of Ireland address and does not exceed 5kg in weight and 61cm x 46cm x 46cm in size. Any parcels that exceed the weight and size will be charged at standard Royal Mail (UK) and AN Post (Republic of Ireland) charges and is payable to Royal Mail or AN Post.
  • (b) Products dispatched by a 3rd Party Supplier: Please check your Returns Information for any costs and instructions relating to returning your Product(s).

    NOTE: IF YOUR ORDER COMPRISED SOME SUPERDRUG PRODUCTS AND SOME 3RD PARTY SUPPLIER PRODUCTS, THEY CAN NOT BE RETURNED TOGETHER AND MUST BE SENT SEPARATELY ACCORDING TO THE INSTRUCTIONS IN THE RETURNS PROCEDURE FOR SUPERDRUG PRODUCTS AND RETURNS INFORMATION FOR PRODUCTS SUPPLIED BY ANY 3RD PARTY SUPPLIER.

6.6 After you cancel your order and return the Products we will reimburse you all sums debited by us including the cost of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any Products if the loss is a result of unnecessary handling by you. This would include for example the unsealing of sealed products but excludes Products subject to the Superdrug 100% Happiness Guarantee We will notify you of your refund via e-mail within a reasonable period of time. We will make the reimbursement using the same method originally used by you to pay for your purchase. Refunds for Products purchased as gifts can only be given to the credit/debit card of the person who placed the order. We will process the refund due to you as soon as possible and, in any case, within the earlier of (a) 14 days of the day we receive back the Products from you; (b) 14 days of the day you provide us with evidence that you have returned the Products; or (c) where no Products were dispatched 14 days of the day you provide your notice to cancel the order.

6.7 In addition to our returns policy set out in paragraph 6.1 above, if any Product you purchase is damaged, faulty or incorrect, we or our 3rd Party Supplier(s) may offer an exchange or refund as appropriate, in accordance with your legal rights under the Consumer Rights Act 2018 (the “Act”). Your legal rights under the Act are that within 30 days of delivery of the Products, you may exercise the right to a refund if the Product purchased is not of satisfactory quality, fit for purpose or as described. After the 30-day period, but within six months of the date of delivery and where the Product is faulty, you are entitled to a repair or replacement or where that is not possible, or the repair/ replacement does not resolve the fault, a refund. On expiry of the sixth month following the date of delivery, similar rights under the Act exist, but only if you can prove that the fault was present at the point of delivery.

If you believe a Product is faulty, you should return the Product to us or the 3rd Party Supplier(s) in accordance with the Returns Procedure or the Returns Information received from the 3rd Party Supplier (as applicable) for the Products.

6.8 Under the Regulations you have the following rights:

  • (a)to cancel your order up to 14 calendar days after the day on which you receive the Products. This right does not apply to the items listed in paragraph 6.2 above unless these items are faulty.
  • (b)If you decide to cancel your order you must inform us in writing of your decision to cancel. You can cancel by email: help@superdrug.com, or write to: The Superdrug Customer Team, 51 Sydenham Road, Croydon, Surrey, CR0 2EU.
  • (c) You must take reasonable care of the Products whilst they are in your possession. You must return them to us within 14 days of cancelling the order and we will process your refund in accordance with paragraph 6.6 above.

If you have any questions regarding returns, Contact Us.

6.9 Our policy on cancellations, returns and refunds does not affect your statutory legal rights under the Act or the Regulations. If you have further questions regarding your legal rights please contact your local Citizens’ Advice Bureau or your local Trading Standards Office.

7.2 This does not include or limit in any way our liability for death or personal injury caused by our negligence, or our responsibility for fraudulent misrepresentation and any other liability that cannot, under English law, be excluded.

7.3 You must follow any advice we give you to keep Products we supply to you safe (including any instructions or product manuals provided with the Products). We cannot accept liability for damage to Products we have supplied which is caused by your failure to follow this advice.

7.4 Nothing in this section 7 or elsewhere in our Terms & Conditions affects your statutory legal rights.

8. Notices

Any formal legal notices should be sent to us at our Customer Services address set out in the Contact Us section.

9. Events outside our control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by events outside our reasonable control.

10. General

10.1 If any of these Terms & Conditions are declared invalid, unlawful or unenforceable, then that provision shall be deemed to be deleted from these Terms & Conditions and the remaining provisions shall remain in full force and effect.

10.2 We have the right to revise and amend these Terms & Conditions from time to time without prior notice by changing them on the Site, provided that any such change will not affect any purchases you have made before the change is implemented.

10.3 Failure by us to enforce a right does not result in waiver of such right. You may not assign or transfer your rights under these Terms & Conditions.

10.4 You and we agree that English law applies to these Terms & Conditions and that any dispute between us arising out of or in connection with these Terms & Conditions will only be dealt with by the English courts, unless you are resident in another part of the United Kingdom or the Republic of Ireland, in which case the applicable law of that part of the United Kingdom or the Republic of Ireland will apply and any dispute will be brought before the courts there. We are required by law to inform you that purchases can be concluded in English only and that no public filing requirements apply.

11. Pharmacy-Only Medicines

The following terms and conditions apply to your ordering of pharmacy-only medicines. These are additional to and supplement our general website terms and conditions which also apply. It is important that you understand and are comfortable with these terms and conditions before using the service and we encourage you to take time to read them.

Professional standards

The sale of Superdrug pharmacy-only medicines through Superdrug.com ("Service") is operated by Superdrug using qualified pharmacists. All our pharmacists are governed by codes of professional ethics and conduct. You can view these professional conduct codes by visiting the General Pharmaceutical Council at www.pharmacyregulation.org.

The pharmacists operate from registered pharmacy premises under General Pharmaceutical Council registered premises number 9010126 at:

Stadium Way

Dale Lane
South Elmsall
West Yorkshire
WF9 2XR

Privacy

Please see our Privacy Policy for details of what information we collect and how we will use and protect it.

Registration

To use this Service you will be required to register and complete an online health questionnaire about your health and the reason for ordering the medicines. It is important that you disclose all relevant facts as this could affect the medicines and any advice you are, or are not, given by our pharmacists. By registering to use this Service and completing the online health questionnaire you confirm that the information you provide during this process is accurate and complete. You agree to update your registration information promptly if it changes. All personal information you provide will be kept secure and processed in accordance with our Privacy Policy.

Superdrug is under no obligation to accept a request for registration and reserves the right to suspend or terminate your use of this Service at any time if your continued use is considered to prejudice Superdrug or other users.

Age Restrictions

We only accept orders from persons aged 16 and over. By placing an order for pharmacy-only medicines, you are confirming that you are aged 16 or over.

Medicines for people other than yourself or your children

If a medicine is for a person other than yourself or one of your children, you will need to have the authority of the person who has requested that you order the medicine. If you place an order for the supply of another person's medicine you confirm that you have their authority to do so.

Verification

When we receive an order from you we will verify it against the information provided on the health questionnaire which you complete at the time of placing the order under this Service. In the event that there are any questions arising from this, we will try to contact you using the information in your registration. If we cannot contact you and we are unable to sell the item(s) we reserve the right to cancel the order.

When a binding agreement to supply is made

No order for pharmacy-only medicines placed by you will be binding on Superdrug until we have confirmed the order in writing to you (which may be by email). We reserve the right to reject any order for pharmacy-only medicines.

Non-Availability/Suitability of medicines

If any of the items on your order are not available, or are not suitable for sale through this Service, we will try to contact you using the information in your registration.

Your cancellation rights

We will start to process your order upon receipt. In accordance with our main terms and conditions, you may not cancel an order for medicines.

Disclaimer

Nothing contained in these terms and conditions should be construed as medical, commercial, legal or other professional advice. Detailed professional advice should be obtained before taking or refraining from any action based on any of the information contained in these terms and conditions or any communications provided to you as a result of your use of this service.

Warning

Failure to abide by this warning could seriously damage your health.

Not all products are suitable for all medical ailments and occasionally, their use may interfere with any treatment you are receiving or aggravate a condition. Please speak to one of our pharmacists if you are in any doubt before ordering.

If you would like to speak to a Superdrug pharmacist please refer to the telephone numbers using the store locator.

Use of this Service outside the UK

This Service is available in England, Wales, Scotland and Northern Ireland only.

Delivery

If you have chosen next day delivery, provided one of our pharmacists is able to approve your order and does not need to request further information from you or provide further information to you, if your order is received by our pharmacists by:

  • 2pm Monday to Friday, you will receive your order by the next working day to the home or work address provided;
  • 5pm Monday to Friday, you can choose to collect your order from a Superdrug store from 1pm the next day. Note that collection is only available during store opening hours; as such please check your chosen store's opening hours.

If your order for medicines is part of a larger order containing other Superdrug products which are not provided under this Service: a) your order will be confirmed after a Superdrug pharmacist has approved your pharmacy-only medicine, and if the medicine is not approved you will be informed by one of our pharmacists; and b) you will receive your complete order only when all items are available (including the pharmacy-only medicines, where the sale of such medicines has been approved and confirmed to you in writing). Owing to the additional time required to check, approve and possibly request further information before a medicine can be provided, orders including pharmacy-only medicines may delay the time it takes to receive your complete order.

Postage and Packaging

All items are posted to the address provided by you in your registration or to an alternative address if directed by you. You acknowledge and accept that we have no control over the postal system and we have no liability in respect of items that are not received by you after we have dispatched them. Due to the nature of these products, we advise that either you or a chosen representative is able to receive the order and place it in a safe place. In the event that the packaging is opened after delivery, we will have no liability to you for lost or damaged items or for what third parties find out about you as a result.

Notification of errors

You should check the items delivered to you carefully and promptly upon receipt. If you believe that there may have been an error, or the items have been tampered with, you should contact us immediately and should not take or use any of the items.

Changes to any of our Terms and Conditions

We reserve the right to change these terms and conditions at any time. The new version will be posted on this website and will take effect immediately upon posting. If you use the website after the new terms and conditions have come into effect, you will be indicating your agreement to be bound by the new terms and conditions.

Nothing in these terms and conditions shall affect your statutory rights.

12. Contact Lenses Online

The following terms and conditions apply to your ordering of contact lenses. There are additional to and supplement our general website terms and conditions which also apply. It is important that you understand and are comfortable with these terms and conditions before using the service and we encourage you to take time to read them.

Confirmation

By placing an order, you are confirming that:

  • You undertake to comply with all the instructions for use to be found on the user instructions supplied with the products or as otherwise directed by your optician.
  • You have a valid current Contact Lens Specification which has not exceeded the expiry date annotated on it and which has been issued by a registered optician or contact lens practitioner for the contact lenses which you are ordering.
  • The data you provide concerning the condition of your eyes corresponds to the data found on your current contact lens specification.
  • You consent to us contacting your optician or contact lens practitioner to verify your Contact Lens Specification if required, and that if the verified details do not match those provided by you, we will be unable to complete the sale to you until you undergo an eye test with an optician or contact lens practitioner. If, for any reason, you do not wish to undergo an eye test, you may cancel the order.
  • Orders will be despatched following verification of the Contact Lens Specification.
  • You know of no reason why the contact lenses which you are ordering would not be appropriate for you.
  • You are not experiencing any discomfort with the contact lenses you are currently prescribed to wear.
  • The order placed through this Website represents a request for contact lenses by you, or for yourself or by you on behalf of a third party subject to providing full details of the third party and the third parties valid contact lens specification.
  • You are aged 16 years or over.
  • You are legally capable of entering into binding contracts.
  • You have completed our registration procedure and created an account for Superdrug Contact Lenses Online.

Professional standards

The sale of Superdrug contact lenses through Superdrug.com (“Service”) is operated by Superdrug using qualified Opticians. Our Opticians are governed by codes of professional ethics and conduct. You can view these professional conduct codes by visiting the General Optical Council at www.optical.org.

Privacy

Please see our Privacy Policy for details of what information we collect and how we will use and protect it.

Registration

To use this Service you will be required to register and provide details of your Contact Lens Specification, as provided to you by your optician. It is important that you disclose all relevant facts as this could affect any advice you are, or are not, given by our Opticians Team. By registering to use this Service and providing details of your Contact Lens Specification you confirm that the information you provide during this process is accurate and complete. You agree to update your registration information promptly if it changes. All personal information you provide will be kept secure and processed in accordance with our Privacy Policy.

Superdrug is under no obligation to accept a request for registration and reserves the right to suspend or terminate your use of this Service at any time if your continued use is considered to prejudice Superdrug or other users.

Age Restrictions

We only accept orders from persons aged 16 and over. By placing an order for contact lenses, you are confirming that you are aged 16 or over.

Contact Lenses for people other than yourself

If an order is for a person other than yourself, you will need to have the authority of the person who has requested that you order the contact lenses and have full details of their Contact Lens Specification. If you place an order for the supply of another person's contact lenses you confirm that you have their authority to do so.

Verification

When we receive an order from you we will verify it against the information provided from your Contact Lens Specification which you complete at the time of placing the order under this Service. We will endeavour to verify the information the same day as you submit your Order. In the event that there are any questions arising from this, we will try to contact you using the information in your registration. We are unable to confirm your order until you have provided any requested information. Accordingly, there may be a delay in your order while you provide this information to us. If we cannot contact you and we are unable to sell the item(s) we reserve the right to cancel the order.

When a binding agreement to supply is made

No order for contact lenses placed by you will be binding on Superdrug until we have confirmed the order in writing to you (which may be by email). We reserve the right to reject any order for contact lenses.

Non-Availability/Suitability of contact lenses

If any of the items on your order are not available, or are not suitable for sale through this Service, we will try to contact you using the information in your registration.

Your cancellation rights

You may cancel your order at any stage before the Products are dispatched to you, and up to 14 days after receipt. You have a further 14 days to return the product to us.To cancel your order prior to confirmation of dispatch you can either (a) complete and return the cancellation form to help@superdrug.com or (b) click here to contact our Customer Services team. To cancel an order after confirmation of dispatch there is no need to contact us. You can simply follow the Returns Procedure set out below. Contact lenses must be returned in unused sealed original packaging and in resaleable condition, unless being returned due to defects.

Disclaimer

Nothing contained in these terms and conditions should be construed as medical, commercial, legal or other professional advice. Detailed professional advice should be obtained before taking or refraining from any action based on any of the information contained in these terms and conditions or any communications provided to you as a result of your use of this service.

Warranty

Superdrug Contact Lenses Online warrants that the products to be delivered to you will comply with the agreement between Superdrug Contact Lenses Online and you and with your specification (for contact lenses) ("Warranty"). However, Superdrug Contact Lenses Online may not be held responsible if your eyes do not tolerate the contact lenses ordered by you except where this caused by the negligence of Superdrug Contact Lenses Online, its directors, employees, affiliates or other representatives.

WARNING

FAILURE TO ABIDE BY THIS WARNING COULD CAUSE SERIOUS DAMAGE TO YOUR EYES.

Superdrug will only supply contact lenses in accordance with your Contact Lens Specification. You should seek the advice of your optician before using contact lenses, and ensure that you follow any advice and guidance provided to you by your optician. You should ensure that you attend aftercare appointments with your optician at least every 12 months. If you have any concerns in relation to your use of contact lenses you should contact your optician immediately.

Use of this Service outside the UK

This Service is available in England, Wales, Scotland and Northern Ireland only.

Delivery

Details of where we deliver and the available delivery options can be found in our Delivery Information. PLEASE NOT THAT NEXT DAY DELIVERY IS NOT AVAILABLE FOR ORDER OF CONTACT LENSES.

If your order for contact lenses is part of a larger order containing other Superdrug products which are not provided under this Service: a) your order will be confirmed after a member of Superdrug Opticians Team has approved your contact lens order, and if the order is not approved you will be informed by one of our Opticians Team; and b) you will receive your complete order only when all items are available (including the contact lenses, where the sale of such contact lenses has been approved and confirmed to you in writing). Owing to the additional time required to check, approve and possibly request further information before contact lenses can be provided, orders including contact lenses may delay the time it takes to receive your complete order.

Postage and Packaging

All items are posted to the address provided by you in your registration or to an alternative address if directed by you. You acknowledge and accept that we have no control over the postal system and we have no liability in respect of items that are not received by you after we have dispatched them. Due to the nature of these products, we advise that either you or a chosen representative is able to receive the order and place it in a safe place. In the event that the packaging is opened after delivery, we will have no liability to you for lost or damaged items or for what third parties find out about you as a result.

Notification of errors

You should check the items delivered to you carefully and promptly upon receipt. If you believe that there may have been an error, or the items have been tampered with, you should contact us immediately and should not take or use any of the items.

Returns Policy

Orders for contact lenses can only be returned by post. This can be done for free by following the instructions below:

  • Print your Free Returns Label by visiting your Order History in “My Account” when logged in to your Superdrug.com account (for UK only) or by clicking the link in your order dispatch email.
  • Please detail the product, quantity returning and the reason code as detailed in the return section. You may only return a full order of lenses. Part orders of contact lenses are not accepted unless defective. • Detach the Return Summary and the Freepost Returns Label
  • Detach the Return Summary and the Freepost Returns Label from the Parcel Summary.
  • Place the Return Summary along with the items you are returning inside the parcel.
  • Attached the Freepost Returns Label to the outside of the parcel
  • Take the parcel to your local Post Office.

When you use our FreePost Returns Label, postage is free from UK addresses for parcels under 5kg in weight and 61cm x 46cm x 46cm in size. Any parcels that exceed the weight and size will be charged at standard Royal Mail (UK)) charges.

Make sure you get a proof of postage receipt from the Post Office.

All returns must be sent to:

Customer Returns Manager

Superdrug Stores plc
Stadium Way
South Elmsall
Pontefract
West Yorkshire
WF9 2XR

We will send an email to notify you when your refund has been processed. Please allow up to 5 working days from receipt of this email for this credit to appear on your account.

All Health & Beautycard points earned against any item(s) you return for a refund will be deducted from your card balance.

Changes to any of our Terms and Conditions

WE RESERVE THE RIGHT TO CHANGE THESE TERMS AND CONDITIONS AT ANY TIME. THE NEW VERSION WILL BE POSTED ON THIS WEBSITE AND WILL TAKE EFFECT IMMEDIATELY UPON POSTING. IF YOU USE THE WEBSITE AFTER THE NEW TERMS AND CONDITIONS HAVE COME INTO EFFECT, YOU WILL BE INDICATING YOUR AGREEMENT TO BE BOUND BY THE NEW TERMS AND CONDITIONS.

NOTHING IN THESE TERMS AND CONDITIONS SHALL AFFECT YOUR STATUTORY RIGHTS

13. Contact Us

If you experience problems with ordering from the Site or have any questions with regard to an order, please feel free to Contact Us.

14. Updates

These Terms & Conditions were last updated in January 2019.

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