Terms of service
Terms and Conditions
1. Introduction
Welcome to our website. These Terms and Conditions ("Terms") explain how we provide our products and services and how you can use our website. By browsing our site or placing an order with Duncan & Todd Ltd ("we", "us", "our"), you agree to these Terms. If anything is unclear, we’re here to help—simply contact our Customer Service team.
We encourage you to read these Terms alongside our Privacy Policy to understand how we protect your information.
If you have any questions, please get in touch by email at online@duncanandtodd.com or call us on 01224 259889 (Monday to Friday, 9am–5pm).
Your statutory rights are fully protected.
2. Governing Law and Jurisdiction
These Terms, and any purchases made through our website, are governed by the laws of Scotland. You agree that any legal matters will be handled by the courts of Scotland. If you're visiting from outside the UK, please ensure you comply with your local laws.
3. Placing an Order
A contract is formed once your order has been accepted, processed, and dispatched. In rare cases, such as stock issues or pricing errors, we may cancel an order before dispatch. We will always notify you as soon as possible.
Prices, product details, and availability may change occasionally, but we strive to ensure accuracy. Delivery charges will be shown at checkout.
4. Changing Your Mind (Cancellations) & Refunds
For non-bespoke goods bought online (such as non-prescription glasses or frames only), you may return items within 14 days of receipt for a full refund.
- Items must be unused and in their original condition
- All accessories (case, cloth, cleaning products) must be returned
- Contact us for a return reference before sending items back
To cancel your order, call 01224 259889 or email online@duncanandtodd.com with your order number.
Personalised or prescription products are excluded from this policy.
If you're unhappy with your order, contact us and we will aim to resolve the issue. If we cannot, we will provide a refund.
Faulty Items
If your item arrives damaged or faulty, contact us within 7 days with your order details. We will provide a free returns label.
Incorrect Items
If you receive the wrong item, let us know within 7 days. We will arrange a replacement or refund.
6. Payment and Taxes
We accept Visa, Mastercard, and PayPal. All payments are in GBP (£). We do not store your card details.
All prices include VAT unless stated otherwise. VAT number: GB178238183.
7. Delivery
We aim to keep items in stock, but if something becomes unavailable, we will contact you.
Delivery times are estimates. If your order has not arrived within 21 days of the expected date, please contact us.
If an item is returned due to non-collection, an additional postage fee may apply.
8. Product Details
We aim to provide accurate product descriptions. Minor variations in colour or design may occur.
9. Prescription Orders
- Prescriptions must be issued within the last two years
- Must be provided by a registered optician
- We require a signed and dated prescription
- If no PD is provided, we will use 63mm
- You must be at least 16 and not registered blind
If a prescription is unsuitable for a selected frame, we will contact you before proceeding.
10. Limitation of Liability
We are not responsible for indirect losses, business losses, or website interruptions. Nothing in these Terms limits your legal rights.
Our liability will not exceed the amount paid for the product.
11. Assignment
We may transfer our rights under these Terms. This will not affect your rights.
12. Third-Party Rights
These Terms apply only between you and Duncan & Todd Ltd.
13. Intellectual Property
All website content is owned or licensed by Duncan & Todd Ltd and may not be used without permission.
14. Data Privacy and Cookies
Please refer to our Privacy Policy for details on how we handle your data.
15. Complaints
If you have a complaint, we aim to resolve it within 72 hours.
Write to us at:
Online Customer Support
Duncan & Todd Ltd
Unit 4, Kirkhill Commercial Park
Dyce Avenue
Dyce
Aberdeen
AB21 0LQ