At Optics Warehouse, we take pride in delivering quality products and service.
However, if your purchase isn't quite right, we're here to help.
Please read the following policy carefully to ensure your return is handled smoothly and efficiently.
To ensure an efficient and prompt response to your returns process, we would recommend creating an account before you complete a returns request on this page. We can ensure you won’t be sent any advertising material unless you sign up to our newsletter.
If you need to return an item to us, please follow the steps outlined below to ensure your return is processed efficiently:
1. Complete the OPW Returns Form
Begin by filling out our official Optics Warehouse Returns Form (found below on this page). Please include as much detail as possible—this helps us assess your return quickly and accurately.
2. Prepare Your Return Package
Once you’ve completed the Returns Form, please include a printed copy of your submission if available in your return parcel. If you do not receive a confirmation email, that’s not a problem—you can simply write the same details by hand and enclose them with your return.
Please make sure your parcel includes the following:
- A copy of your completed Returns Form, or a handwritten note containing your name, order number, contact information, and reason for return
- Your original receipt or proof of purchase
- The item(s) being returned, along with all original packaging and accessories
- Ensure everything is securely packaged to prevent any damage during transit.
3. Send Your Return to Us
You do not need to wait for confirmation from our team before sending your return. As soon as you've completed the Returns Form, you may proceed with posting your parcel to the following address:
FAO: RETURNS
Opticswarehouse Ltd
Riviera House
Nicholson Road
Torquay
TQ2 7TD
Due to a number of return parcels going missing, we do not recommend using Evri to return your item to us.
RETURNS DEPARTMENT CONTACT INFO:
TELEPHONE: 01803 611 895 (Mon-Fri, 10:00-16:00)
EMAIL: returns@opticswarehouse.co.uk
We strongly recommend using a tracked and signed-for delivery service, as you remain responsible for the parcel until it is received and inspected by our returns department.
Once your item has arrived and been assessed, we will contact you with the outcome of your return or exchange request.
Please fill in the below form to start your Optics Warehouse return:
Further Information
Returning an Item
You must notify us within 14 days of receiving your order if you wish to return an item. Use our official Returns Form (linked above). Once approved, you have 14 more days to send the item back.
Items must be unused, in original packaging, and complete with all accessories. If an item is not in re-saleable condition, we may refuse the return.
Customers are responsible for return postage. Use a secure, tracked service and keep proof of postage.
Only return the original item and included accessories. Do not include aftermarket items; if you do, you’ll need to cover postage for their return.
Refunds
Approved refunds are issued to your original payment method. We aim to process them within 7 working days, but it may take up to 14 days during busy periods.
If you paid in a currency other than GBP, your provider’s exchange rate and fees will apply. These are not controlled by Optics Warehouse.
Items remain your responsibility until received and inspected. Returns outside the 14-day window are not eligible for a refund, but manufacturer warranties may apply.
Exchanges & Replacements
Exchanges and replacements are usually processed within 7 working days (up to 14 during peak times), subject to stock availability.
Customers cover return postage and shipping of the replacement. Use a tracked service. Replacements are sent to your original delivery address unless you request otherwise.
As with all returns, items remain your responsibility until inspected by our team.
Returns After 14 Days
After 14 days, items are no longer eligible for refund or store credit. In some cases, we may accept them with up to a 20% restocking fee. Faulty items are exempt.
Most products remain covered by manufacturer warranty for repair or replacement. Check the brand’s warranty terms.
If you are within 60 days, selected items may qualify for our 60-Day Scope Out Guarantee.
Warranty Support
Some manufacturers handle warranty claims directly. Key contacts:
Highland Outdoors – Brands: IRAY, Ridgeline, Nikko Stirling, Nomad, GRS, MDT ORYX, Zerotech, SIG.
Email: service@highlandoutdoors.co.uk
Address: Unit 2, Kilworth Sticks Farm & Lakes, North Kilworth, LE17 6JG
Hawke Optics
Email: uk@hawkeoptics.com | Phone: 0345 345 5555
Address: Wilford Bridge Road, Melton, Woodbridge, IP12 1RB
CSW – Brands: Vortex, Reed, Britannia Rails, Dolphin, Alaska Guide, EDGE, Longshot.
Email: warranties@cswmail.co.uk | Phone: 01462 743223
Address: Manor Farm, Chapel Street, Hinxworth, SG7 5HN
DNT / Arken Optics
Digital units (Zulus, Thermnight): Submit claim online.
Optical units: follow our standard returns procedure.
Terms & Conditions
Exchanges – Usually within 7 days, up to 14 during busy times. Customer pays postage both ways. Items remain your responsibility until received.
Refunds – Processed within 7–14 days. Foreign currency refunds follow your provider’s rates/fees. Items remain your responsibility until received.
Faulty Goods – If found non-faulty, return postage is the customer’s responsibility. If faulty, we’ll arrange a replacement free of charge. Warranty usually lasts 1 year.
Cancelling an Order – You have 14 days under UK law to cancel and receive a full refund (including standard delivery). You must notify us in writing. Returned items must be unworn and in original condition.