Vision Connex Ltd is committed to providing European customers with transparent and convenient support services regarding non-clinical visual health and visual comfort. This policy applies to requests for cancellation, modification, and refunds following the purchase of services.
- Service Cancellation
If a customer wishes to cancel a service that has been purchased but not yet commenced, please submit a cancellation request as soon as possible via the email address or contact form published on our website. We generally confirm the outcome of the cancellation within 1–2 business days of receiving the request.
If the service has not yet commenced and the customer is entitled to a refund under applicable law, we will process the refund in accordance with relevant regulations.
If the service has already commenced, cancellation and refunds will be handled based on the extent of service completion, customer requests, and applicable consumer protection laws. Refunds may not be available for the portion of the service already performed; however, this does not affect the consumer rights to which the customer is legally entitled.
- Statutory Right of Withdrawal
For customers subject to EU consumer protection regulations, certain services may be eligible for a statutory 14-day withdrawal period. However, if a customer expressly requests that the service commence within the withdrawal period and the service is fully performed, the statutory right of withdrawal may terminate or be restricted in accordance with applicable law.
Specific rights will be determined based on the customer’s country/region, the nature of the service, and the actual status of performance.
- Refund Request Timing
Customers eligible for a refund should submit their request promptly once eligibility is established. We generally complete the review within 1–3 business days of receiving a complete refund request and notify the customer of the outcome via email.
Once a refund is approved, we typically initiate the transaction within 3–5 business days. The actual time it takes for funds to be received may depend on the processing times of the customer’s bank, credit card issuer, or payment service provider.
In principle, refunds will be issued to the customer’s original payment method and will not be provided in cash or via other alternatives, unless otherwise legally agreed upon by both parties.
- Failure to Provide Service on Time
If a service cannot be provided within the agreed timeframe due to reasons attributable to Vision Connex Ltd, customers may contact us to inquire about the service status. For services that genuinely cannot be provided, we will offer appropriate solutions—such as rescheduling, cancellation, or a refund—based on the order details and applicable law.
If delays occur due to the customer’s failure to provide necessary information, incorrect contact details, failure to participate at the scheduled time, or other customer-related reasons, the delivery time may be postponed accordingly.
5. Return Address
As Vision Connex Ltd provides non-clinical vision health services and digital/consulting support services—which generally do not involve physical goods requiring a return shipment—customers are not required to return service materials or documentation.
If a specific order necessitates the submission of written cancellation or refund documentation, please use the following address for returns or written notices:
Address: 311 Regents Park Road, London, England, N3 1DP
Unless otherwise requested in writing by Vision Connex Ltd, customers are not required to mail materials to any other address. Please do not send any items without prior confirmation.
- Circumstances Where Refunds Do Not Apply
If a customer has received and completed the relevant service, and there are no issues regarding non-performance, service quality, or other grounds for a refund under applicable law, refunds for the completed portion of the service will generally not be granted based on personal reasons. However, this clause does not limit any statutory rights to refunds, withdrawal, or consumer protection that the customer may have under applicable law.
- Contact Information
To cancel a service, request a refund, or check the status of a refund, please submit your request via the contact details provided on the Vision Connex Ltd website. We recommend including order details, the date of purchase, the name of the service, and the reason for the refund to expedite the review process.