Cancel Specsavers the easy way

Overview

Specsavers is a retail and clinical group providing optometry, ophthalmology and audiology services in the United Kingdom and internationally. The company supplies prescription glasses, sunglasses, contact lenses and hearing aids, and operates a network of stores and online services.

Services

Core services include eye tests, contact lens fittings, a hearing aid range and retail of frames and lenses. Specsavers offers both NHS-funded and private services depending on eligibility.

Company facts

For an overview of the group, see the Specsavers Annual Review: Specsavers Annual Review 2025. For corporate registration details visit the Companies House entry: Companies House - Specsavers.

Website / Online

1. Locate your order confirmation and delivery date.
2. Within 14 working days of delivery, contact Customer Service by the website contact form to request a returns reference.
3. Follow the returns instructions and return the goods in re-sealable packaging.
4. Keep proof of postage or tracking details.
5. Expect a refund within 14 days of Specsavers receiving the returned goods.

Phone

1. Call Customer Service (number not published) and request a returns reference for your online order.
2. Follow the instructions given by the agent; obtain the returns reference on the call.
3. Return the items as instructed and keep evidence of return.
4. Refunds or replacements are issued within 14 days of Specsavers receiving the returned goods.

Email

1. Email Customer Service to request a returns reference and return address.
2. Attach order number and delivery date in the email.
3. Await email confirmation with returns address and returns reference.
4. Return the goods and keep proof of postage; the refund will be issued within 14 days after receipt.

Post

1. If you choose to send a registered letter to notify cancellation, address it to: Specsavers, 10 Experian Way, NG2 1EP Nottingham, United Kingdom.
2. Send by recorded delivery and retain proof of posting and delivery receipt.
3. Return the goods as instructed; refunds will be made within 14 days of receipt.

In-store

1. Bring the goods and your order receipt to any Specsavers store.
2. Explain you wish to cancel under the 14 working days cooling-off right.
3. Store will accept returns of prescription glasses/sunglasses and provide a receipt; Specsavers issues refund within 14 days of receiving the returned goods.

Note: Contact lens orders cannot be amended or cancelled once placed because payment is taken at the point of order.

For appointment cancellations specifically, see the official page: Cancel an appointment - Specsavers.

Cooling-off (change your mind)

Rule - For distance contracts (website and off-premises orders) you have 14 working days from the day after delivery to cancel the contract without giving a reason. Goods must be returned in re-sealable packaging and undamaged to qualify for a full refund. Refunds are issued within 14 days of Specsavers receiving the returned goods.

Required proof documents - order confirmation, delivery date, returns reference or proof of postage.

Applicable law - Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK Statutory Instrument 2013/3134).

Goods supplied incorrectly or damaged

Rule - Specsavers offers a full refund or replacement where prescription glasses, sunglasses or contact lenses are supplied to the wrong prescription/specification or are damaged on delivery.

Required proof documents - returned goods, order number, photos of damage (if available), proof of purchase.

Applicable law - Consumer Rights Act 2015 (services and goods must be of satisfactory quality and as described).

Goods not delivered within the promised time

Rule - If products do not arrive within 21 days of dispatch or are returned as undeliverable, you are entitled to a refund. For undeliverable items, if Specsavers receives the goods and no reply is received within 30 days, a refund will be made within 14 days after that date.

Required proof documents - order confirmation, dispatch date, any delivery notifications.

Failure to return goods within deadlines

Rule - If goods are not returned within 35 days of cancellation Specsavers may charge for collection. If goods are not returned or made available for collection within 49 days of cancellation, the consumer will be deemed to have accepted the goods and the order price will be charged.

Required proof documents - proof of postage or proof of attempted collection.

Moving address

Rule - Moving address is not an automatic cancellation ground in Specsavers terms. If you cannot accept delivery because you move, contact Customer Service to agree return logistics; cancellation rights still run from delivery date.

Required proof documents - proof of new address if needed for returns coordination; order number.

Death of the customer

Rule - For the death of a customer, relatives or executors should contact Customer Service to explain the situation and agree returns or refunds. Specsavers will process returns and refunds in line with its standard returns policy once appropriate proof is provided.

Required proof documents - death certificate and proof of executor or next of kin status as requested by Customer Service.

End of a paid plan or subscription

Rule - For monthly schemes such as contact lens direct debit packages, the contract terms determine notice. Specsavers does not publish standard notice durations publicly for all schemes; contact Customer Service for the scheme terms and cancellation steps.

Required proof documents - membership/account number and identification; any direct debit mandate details.

Before you cancel: how to ask for retention offers

Specsavers research data does not report standard retention discounts or scripted offers. To request a retention offer, contact Customer Service or the store where you purchased and explain the reason you plan to cancel (incorrect prescription, lost order, service issue). Ask explicitly for one of the following: expedited remake of the glasses, refund or replacement at no extra cost, or a goodwill voucher. Keep all correspondence and ask the agent for a reference number.

What cancellation saves you - example calculations

Publicly disclosed product prices from Specsavers include lens treatment fees. Use these concrete figures to estimate direct savings when cancelling an unneeded paid treatment:

• Lens Treatments (basic): From £30 for one pair.
• Lens Treatments (advanced): From £40 for one pair.
• Lens Treatments (premium): From £60 for one pair.
• Lens Treatments (specialty): £70 for one pair.

Because many plans (for example easycare contact lens packages or hearing aid packages) do not publish standard monthly prices in the public data we have, it is not possible to compute an accurate yearly saving for those schemes from the available sources. You should request the monthly fee for your specific scheme from Customer Service and then calculate: monthly price x 12 = yearly cost. For example, if a plan were £12.99 per month the calculation would be: 12.99 x 12 = £155.88 per year. Specsavers does not publish those monthly figures in the sources reviewed.

If you are evaluating a cheaper alternative for one-off lens treatments, the cheapest concrete single-item price publicly listed here is Lens Treatments (basic) from £30.

Key consumer laws

In the United Kingdom your cancellation and refund rights for distance and off-premises contracts are primarily governed by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Services must be performed with reasonable care and skill under the Consumer Rights Act 2015.

Cooling-off and refunds

The cancellation period is 14 working days for distance and off-premises sales. Refunds must be issued within 14 days of the trader receiving the returned goods or of being provided with evidence of return. Traders can reduce the refund for diminished value caused by unnecessary handling.

Auto-renewal and unfair terms

The Competition and Markets Authority (CMA) scrutinises hard-to-cancel subscriptions and unclear auto-renewal terms as potentially unfair. If you believe terms are unfair, escalate via Citizens Advice and the CMA guidance. For card payments you may also consider a Section 75 claim or a chargeback through your card issuer.

How to escalate

Step 1: Complain to Specsavers Customer Service and keep written records. Step 2: If unresolved, contact Citizens Advice for guidance. Step 3: If the payment was by card and qualifies, raise a Section 75 or chargeback claim with your card issuer. Step 4: If you have a regulated complaint relevant to a sector ombudsman, contact the appropriate ombudsman. Applicable statutes referenced: Consumer Contracts Regulations 2013 and Consumer Rights Act 2015. For the statutory instrument text see: Consumer Contracts Regulations 2013 - legislation.gov.uk.

Check refunds and final billing

After return, expect a refund within 14 days of the company receiving the returned goods. Refunds will be made to the same payment details used originally. If only some items are returned, Specsavers may reduce the refund proportionately.

Keep proof and follow up

Keep your proof of postage, returns reference, emails and store receipts. If the refund does not arrive within 14 days after Specsavers received the returned goods, contact Customer Service and provide evidence of return.

Data and account access

If you wish to close your online account or request deletion of personal data, contact Customer Service specifying your request and keep a copy of the request. Data rights are handled under UK data protection rules; Specsavers contact channels should confirm the process.

Re-activation or reorder

If you decide to reorder, you can place a new order via the website or book an appointment at a store. For hearing services see Specsavers hearing pages for product information: Specsavers Hearing Aid Range.

Use this checklist to cancel and track your Specsavers return or cancellation.

• Find your order number and delivery date.
• Decide cancellation route: phone, email, online or in-store.
• Contact Customer Service to request a returns reference and returns address.
• Return goods in re-sealable packaging and keep proof of postage or store receipt.
• Retain all email confirmations and note any reference numbers.
• Allow up to 14 days from Specsavers receiving the returned goods for your refund.
• If no refund arrives, contact Customer Service with proof and escalate to Citizens Advice if unresolved.