Policies
Returns & Exchanges
We want you to be completely satisfied with your purchase. Here's what to do if something isn't right.
Frames — exchanges & returns
- 7 days to exchange or return unworn, undamaged frames from the date of collection.
- Frames must be in original condition with all packaging.
- Frames fitted with prescription lenses cannot be returned once glazing has begun — please confirm your frame choice before approving lens work.
- Frames purchased online and collected in-store can be exchanged at the practice — bring your order confirmation email.
Prescription lenses — adjustments & remakes
- Every glazed order includes a complimentary fitting and adjustment at collection.
- If your lenses feel uncomfortable after a 2-week adaptation period, contact us for a free re-assessment.
- Lenses will be remade at no charge if the prescription was dispensed incorrectly on our part.
- Remakes due to a change in your prescription or personal preference are charged at cost price.
Contact lenses
- Unopened boxes of contact lenses in original condition may be returned within 30 days.
- Opened boxes cannot be returned for health and safety reasons.
- If a lens box is defective (manufacturing fault), contact us and we will arrange a replacement directly with the supplier.
How to initiate a return or exchange
Contact us before bringing items back:
- Phone: 021 981 4579
- Email: grimbly@mweb.co.za
- WhatsApp: 081 392 6147
- Practice hours: Mon–Fri 08:30–17:30, Sat 08:30–13:00
This policy applies to purchases made directly through Martin Grimbly Optometrist (in-practice or online at martingrimblyoptometrist.co.za). It does not affect your statutory rights under the Consumer Protection Act 68 of 2008.