Warranty and Refund Policy
1. Right of Withdrawal
In accordance with applicable European Union consumer protection laws, including Directive 2011/83/EU, you generally have the right to withdraw from an eligible purchase within 14 days of receiving the products, without providing a reason. Goods made to your specifications or clearly personalised may be exempt from this change-of-mind right. Our voluntary offer for custom lenses is explained below.
To qualify for a return, items must be unused, in their original condition, and returned with all original packaging, accessories, and protective elements intact.
Custom Lenses and Store Credit
Custom lenses are individually made to the specifications supplied with your order and cut to fit your chosen frame. Because they are personalised and cannot be resold, they are excluded from our voluntary change-of-mind cash refund offer, except where a refund is required by applicable law.
Instead, we offer 100% of the amount paid for custom lenses as store credit towards a future Titanium Optix purchase. Contact us within 14 days of receiving your glasses to request this option. We will provide return instructions; the store credit is issued after the returned glasses are received and inspected. The credit applies to the lens amount actually paid after any discounts, not the frame price or other charges, and is not a cash refund.
Eligible frames are assessed separately under our frame return conditions. If your custom lenses were not made to the specifications you supplied, we offer a one-time remake at no extra cost. This store-credit offer and remake service do not replace or limit your statutory rights for goods that are faulty, incorrectly made or not as described, including any right to repair, replacement, price reduction or refund under applicable law.
2. Returns Conditions
- Products must not show signs of wear, damage, or use
- All original packaging and contents must be included
- Returns that do not meet these conditions may be refused or partially refunded
3. Warranty Coverage
All Titanium Optix products are covered by a 12-month limited warranty from the date of delivery. This warranty applies to manufacturing defects related to materials and workmanship under normal use.
The warranty does not cover:
- Normal wear and tear
- Scratches, surface damage, or oxidation from use
- Damage caused by improper handling, accidents, or modifications
4. Refund Process
Once returned items are received and inspected, eligible monetary refunds will be processed to the original payment method within 7 to 10 business days, subject to applicable statutory deadlines. Custom-lens store credit is handled separately under the Custom Lenses and Store Credit section above.
- Refunds apply to the product price paid
- Original shipping costs are non-refundable unless the item is defective or incorrect
- We may withhold the refund until the returned goods are received and verified
5. Return Shipping
The customer is responsible for return shipping costs unless the return is due to a confirmed defect or error on our part.
We recommend using a trackable and insured shipping service. Titanium Optix is not responsible for returns lost or damaged during transit.
6. Exchanges
Exchanges are subject to product availability. If you wish to exchange an item, please contact us before returning the product.
7. Initiating a Return or Claim
To initiate a return or warranty claim, contact us at contact@titaniumoptix.com and include:
- Your order number
- A clear description of the issue
- Photos of the product where applicable
We will provide instructions for completing the return process.
8. Inspection and Approval
All returned items are subject to inspection. We reserve the right to reject returns that do not comply with this policy or to apply a partial refund where appropriate.
9. Legal Rights
This policy does not affect your statutory rights under applicable consumer protection laws in the European Union.
Business Address
Titanium Optix
71-75 Shelton Street, Covent Garden
London, WC2H 9JQ.
