Return Policy

Refund & Returns Policy

At Low Vision Pro, we want you to be completely satisfied with your purchase. If you are not happy with your order, we are here to help.

As we work with global fulfillment partners via AutoDS, please follow the guidelines below to ensure a smooth return process.

1. 14-Day Cooling Off Period (UK Consumers)

In accordance with the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods.

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
You must notify us of your intent to return the item by sending a message on the Contact Us page.

2. How to Initiate a Return

Please do not send your purchase back to the manufacturer or the address on the shipping label. To start a return:

Contact our support team on the Contact us page with your order number and reason for return.
We will provide you with a specific Return Authorization (RA) and the correct return address (usually our UK business office or a specific AutoDS-designated warehouse).
Ensure the item is securely packaged to prevent damage during transit.

3. Return Shipping Costs

Customer Preference: If you are returning an item because of a change of mind, you will be responsible for paying your own shipping costs for returning the item. Shipping costs are non-refundable.
Defective or Wrong Items: If the product is faulty or you received the wrong item, Low Vision Pro will cover the return shipping costs or arrange a replacement at no extra charge.

4. Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Approved: Your refund will be processed, and a credit will automatically be applied to your original method of payment within 5–10 business days.
Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again, then contact your credit card company or bank.

5. Damaged or Faulty Goods

If your item arrives damaged or isn't working as described, please contact us within 48 hours of delivery.

Note: We require clear photos or a short video of the defect to process a claim with our fulfillment partner, AutoDS. Once verified, we will offer a full refund or a free replacement.

6. Non-Returnable Items

Several types of goods are exempt from being returned:

Items not in their original condition (damaged or missing parts for reasons not due to our error).
Any item that is returned more than 30 days after delivery.
Personal care items (if applicable to your vision aids).