FAQ

Privacy and Data Handling – GDPR

Our full Privacy and Data Handling policy can viewed below:

Enderbys of Boston Privacy Notice
Privacy-Notice.pdf


Warranties on purchases

We offer a 12 month manufacturers warranty on all non-sale goods that are current at the time of purchase. If there is a manufacturers fault with the product that you have ordered we will be happy to exchange the item on a like for like basis (subject to availability).

Sale items or items that have been discontinued by the manufacturer are subject to a 3 month manufacturers warranty. Like for like replacement sale items can not be guaranteed.

Our Returns, Refunds and Cancellation Policies

Returns

Our policy lasts 14 days. If 14 days have gone by since your online purchase and you change your mind, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items: Gift cards Perishable items such as contact lenses or solutions

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds (if applicable) Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your refund is approved, it will be processed, and a credit will be applied to your credit card or original method of payment.

Late or missing refunds (if applicable) If you haven’t received a refund yet, first check your credit card statement or bank account again. Then contact your credit card company or bank, it may take some time before your refund is processed. Once you have done done all this and you still have not received your refund, please contact us (if applicable) at info@enderbys.co.uk.

Sale items Only full priced items may be refunded. Sale items can not be refunded.

Cancellations If you decide to cancel an online order that you have not yet received, please call 01205 311181 to inform us whether you would like a refund or exchange (please refer to the relevant policies in each case). We will need your order number to identify the item you would like to cancel.

If it is too late to cancel your delivery, please call 01205 311181 to discuss an exchange or refund.

Exchanges We only replace items if they are defective or were damaged when you received them. If you need to exchange it for the same item, send us an email at info@enderbys.co.uk and send your item to: Returns at Enderbys, 84 Wide Bargate Boston GB PE21 6SE.

Gifts If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves we will send a refund to the gift giver.

Returns Postage To return your product, you should mail your product to: Returns at Enderbys,84 Wide Bargate Boston GB PE21 6SE

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Subject to where you live, the time it takes for your exchanged product to reach you may vary.

If you are returning a valuable item, you should consider using a recorded delivery service or obtaining proof of postage. We can not be responsible for any items that do not reach us.

Complaints

If you have a complaint or concern about the service you have received from an optometrist or any of the staff working in this practice, please let us know a soon as you can.

We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria. You are also reminded that we are part of the Optical Consumer Complaints Service (OCCS) which deals with complaints about non NHS matters.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally within a matter of days or at most a few weeks, because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint: within 6 months of the incident that caused the problem; or within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Initially speak to any member of staff who will be happy to listen to your concerns. If possible, we will endeavour to rectify any complaint or misunderstanding immediately. You may also ask to speak to the Practice Manager, Mrs D Enderby or Assistant Manager, Mr B Enderby. If you feel your problem has not been resolved, please put your complaint in writing and address it to;

Mrs D Enderby or Mr B Enderby Enderbys of Boston Ltd 84 Wide Bargate Boston Lincolnshire, PE21 6SE or alternatively you can email us at info@enderbys.co.uk

You may ask for an appointment with either or both of them in order to discuss your concerns. They will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

What we shall do We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.

When we look into your complaint, we shall aim to: find out what happened and what went wrong; make it possible for you to discuss the problem with those concerned, if you would like this; make sure you receive an apology, where this is appropriate; identify what we can do to make sure the problem doesn’t happen again.

Complaining on behalf of someone else Please note that we keep strictly to the rules of clinical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical or mental illness) of providing this.

Complaining to the Health Authority We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach your local Clinical Commissioning Group, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.

You should contact; The CCG manager NHS Lincolnshire East CCG Cross O’Cliff, Bracebridge Heath, Lincoln LN4 2HN Telephone number: Boston Office 01205 366273

You may also like to contact the Independent Complaints advocacy service (ICAS) for help. ICAS Helpline 0808 802 3000 Office email: newcastleicas@carersfederation.co.uk

Complaining to the OCCS Complaints about non NHS matters should be addressed to: The Optical Consumers Complaints Service PO Box 219 Petersfield, Hampshire GU32 9BY Telephone number: 0844 800 5071 Email: postbox@opticalcomplaints.co.uk