Returns and Refund Policy
Last Updated: September 2026
At Bloc, we want you to be completely satisfied with your purchase. This Returns & Refund Policy explains your rights, our returns process and how refunds and exchanges are handled.
Nothing in this policy affects your statutory rights under applicable consumer protection laws.
1. Your Right to Return
If you are a consumer purchasing from our website, you may return most unused products within 14 calendar days of receiving your order.
For UK orders, you can request a return through our online Returns Portal:
For customers outside the United Kingdom, please notify us of your intention to return an item by emailing info@blocsystems.co.uk.
Where applicable, EU customers may also exercise their statutory right of withdrawal using the Online EU Withdrawal / Cancellation Form available on our website.
Once you have notified us of your intention to cancel or return an order, you have a further 14 calendar days to return the goods.
2. Condition of Returned Goods
Returned products must:
- Be unused and unworn;
- Be in their original condition;
- Include all original packaging, accessories and instructions where reasonably possible;
- Include any promotional items supplied with the order where applicable; and
- Be adequately packaged to prevent damage during transit.
You may inspect the goods as you would in a retail shop. However, excessive handling or use which reduces the value of the goods may result in an appropriate deduction from your refund where permitted by law.
3. Non-Returnable Items
Unless faulty or otherwise required by law, we cannot accept returns of:
- Prescription (RX) inserts;
- Custom-made or personalised products;
- Products modified at the customer's request;
- Products returned in an unsaleable condition due to misuse or damage after delivery; or
- Any item specifically identified as non-returnable before purchase.
4. How to Return Your Order
UK Returns
UK customers should use our online Returns Portal to request a return:
Through the portal you can:
- Enter your order details;
- Select the item or items you wish to return;
- Select the reason for your return;
- Submit your return request; and
- Obtain your return instructions and, where applicable, a prepaid returns label or QR code.
Please follow the instructions provided through the portal and ensure your parcel is securely packaged before sending it back to us.
If you are unable to use the Returns Portal, please contact us at info@blocsystems.co.uk quoting your order number, name, contact details and reason for return.
International Returns
If you are returning an order from outside the United Kingdom, please notify us before sending your return by emailing info@blocsystems.co.uk.
Please include:
- Your order number;
- Your full name;
- Your address;
- The item or items you wish to return; and
- The reason for the return.
When sending your parcel back to us, please also include your order details inside the package so we can identify and process your return as quickly as possible.
Please do not send international returns without notifying us first, as this may delay processing.
5. Return Shipping Costs
UK Orders
We are pleased to offer free returns on eligible UK orders.
UK customers should request their return through our online Returns Portal:
Where your return is eligible under this policy, the portal will provide the appropriate return instructions and, where applicable, a prepaid returns label or QR code.
If you use an alternative return method without our prior agreement, we may not be able to reimburse any postage costs you incur.
UK Exchanges
Where an exchange is requested, Bloc will cover the return postage for the initial eligible UK return.
However, if you subsequently wish to return the replacement item for a further exchange, change of colour, change of lens, change of size or any other voluntary change, any additional return postage costs will be the responsibility of the customer.
This does not affect your statutory rights where goods are faulty, not as described or otherwise not in conformity with the contract.
International Orders
Customers outside the United Kingdom are responsible for the cost of returning goods unless:
- The product is faulty;
- The incorrect product was supplied;
- The product was damaged in transit; or
- We are otherwise required to cover the return costs under applicable law.
Bloc is not responsible for any customs duties, taxes, brokerage fees or import charges incurred when returning goods.
6. Faulty, Damaged or Incorrect Products
If your order:
- Arrives damaged;
- Contains an incorrect item;
- Has a manufacturing defect; or
- Is incomplete,
please notify us as soon as reasonably possible.
For UK orders, you can begin the process through our Returns Portal.
Alternatively, or for international orders, please contact info@blocsystems.co.uk.
Where relevant, please provide:
- Your order number;
- Photographs of the outer packaging;
- Photographs of the product;
- Photographs clearly showing the fault or damage; and
- A description of the issue.
For international faulty returns, photographic evidence must be provided prior to the item being returned unless this is not reasonably possible.
This information allows us to assess the issue and, where necessary, investigate it with the delivery carrier.
7. Inspection of Returned Goods
All returned products are inspected upon receipt.
Where necessary, products may also be inspected by our technical team before a refund, exchange or warranty decision is made.
If a returned item is found not to meet the conditions of this policy, we may, where legally permitted:
- Return the goods to you;
- Make a reasonable deduction from any refund to reflect loss in value; or
- Decline the return.
8. Refunds
Approved refunds will be processed using the original payment method wherever possible.
Refunds will normally be issued within 14 calendar days of:
- Receiving the returned goods; or
- Receiving satisfactory evidence that the goods have been returned,
whichever occurs first, where required by applicable consumer legislation.
Please allow additional time for your bank or payment provider to process the refund after it has been issued.
Original standard delivery charges will be refunded where required by law.
Any upgraded, premium or express delivery services selected at checkout are generally non-refundable beyond the cost of the standard delivery service unless otherwise required by law.
9. Exchanges
We are happy to exchange eligible products, subject to stock availability.
UK customers should start their return through our online Returns Portal:
If you require an exchange rather than a refund, please select the appropriate reason or provide the relevant information when submitting your return request.
If you are unable to request the exchange through the portal, please contact info@blocsystems.co.uk.
International customers should contact us before returning an item.
Where a replacement product has a different price, any difference in price will either be charged or refunded before the replacement product is dispatched.
Please note that only the initial eligible UK return qualifies for free return postage. Any subsequent voluntary exchanges or returns of replacement products are the customer's responsibility unless otherwise required by law.
10. Warranty Returns
Products believed to have a manufacturing defect should be handled in accordance with our Warranty Policy.
Warranty claims are assessed individually and may require photographs and/or physical inspection before approval.
Please refer to our separate Warranty Policy for full details.
11. Consumer Rights
Nothing within this Returns & Refund Policy excludes or limits any statutory rights available under applicable consumer protection legislation, including the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and, where applicable, relevant EU consumer protection laws.
12. Contact Us
If you have any questions regarding returns or refunds, please contact:
Bloc Systems Ltd
Email: info@blocsystems.co.uk
Website: www.bloceyewear.com
UK Returns Portal: https://start.atlast.co/k1thtu-xf/new