Service

Returns and
exchanges.

Last updated 2 August 2026

If a piece is not right, send it back. We would rather have it returned than worn reluctantly.

The short version

• Thirty days from delivery to return anything unworn, in its box, with its certificate — including the frame of a prescription pair. Lenses glazed to your own prescription are made to your specification and are handled under Prescription lenses below.
• Refunds go back to the original payment method within five working days of the piece reaching us.
• UK returns are free. We send you a label.
• Placing an order costs nothing. Change or cancel it at any time before you pay.

Your statutory right

Separately from the above, the Consumer Contracts Regulations 2013 give you 14 days from delivery to cancel a distance order for any reason. Our thirty days is longer and sits on top of it. Nothing here reduces your legal rights.

Prescription lenses

Lenses glazed to your own prescription are made to your specification, so the statutory 14‑day cancellation right does not apply to them in law. We do not leave you stuck.

• If the lenses are wrong against the prescription you gave us, we remake them at our cost, and you keep the frame.
• If your prescription itself was wrong, we reglaze once at half the lens price within ninety days.
• If you simply cannot adapt to the lenses within sixty days, we will reglaze to a different design once, free.
• The frame itself can always be returned under the thirty‑day policy, prescription or not.
• The legal basis is clause 4 of the terms of sale, which says the same thing.

Faulty pieces

Under the Consumer Rights Act 2015 you have thirty days to reject a faulty piece for a full refund, and after that we will repair or replace. In practice the lifetime repair undertaking goes further than the law requires, so most things are simply fixed.

Who pays the postage

• Faulty, wrong or damaged. We pay, both ways, always.
• Changed your mind, UK. We pay. We send you a prepaid label.
• Changed your mind, outside the UK. You pay the return postage. We refund the price of the goods and the original outbound delivery in full.
• Cancelling under the statutory 14-day right. The Regulations allow us to charge the return postage. Outside the UK we do; in the UK we do not.

Model cancellation form

You do not have to use this wording — any clear statement will do — but you are entitled to it, so here it is. Send it to hello@paulsagoo.com or through the contact page.

To Lemon Group International Limited, trading as PAUL SAGOO, hello@paulsagoo.com:

I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on ____________ / received on ____________
Name of consumer: ____________
Address of consumer: ____________
Signature (only if this form is notified on paper): ____________
Date: ____________

If we cannot agree

Tell us first — almost everything is settled that way. If we reach a deadlock you may refer the dispute to an alternative dispute resolution provider. We will name the provider we are registered with in our reply to any complaint, and we will tell you in writing when we consider the matter deadlocked so you can take it further. Nothing here affects your right to bring a claim in court.

How to return

Write to us through the contact page with your edition number. We will send a prepaid label for UK returns and instructions for everywhere else. Please include the certificate: the number and the piece belong together.

If you return a piece whose certificate has already been registered on the verification page, we clear the registration when the refund is made, so the number goes back into the edition clean.