Optical Confederation Announces New Advice

Following new legislation being confirmed and agreed in the European Parliament, the Optical Confederation has announced advice for all businesses that will be affected by the directives changes. The main objective of the directive is to ensure safer and more protected environments for shoppers and consumers via mail order services and online shops and distributors. The changes will come into effect in 2013, with further information to be released and advice given for eye care providers in due course as the date approaches.

The main changes that will come into effect for eye care providers will be:

• Cooling off period
  This will now be extended from one week to two for consumers, allowing them extra time to make their decision on whether to keep their purchases. This cancellation period is required to be emphatically displayed to the customer, and the period will begin from date of product receipt rather than date of purchase. Should a supplier fall foul of these measures, then the cooling off period can be extended to one year if it is believed that a consumer has not been sufficiently warned.
• Suppliers returns policy
  Once a product is scheduled for return, a supplier has a two week period to complete the consumers refund request. In addition to this, returns must not be charged for by the supplier unless they have made the consumer aware in written form before the returns process begins.
• Cost of service / product
  When a consumer goes to make a purchase of a product or service, the actual cost and possible on going costs must be clearly stated at the time of purchase.
• Appointments cancellations
  Appointments, when requested before a service cost or purchase has been agreed, will not constitute a binding contract. With this in mind, a consumer is not required to be notified that they must cancel their appointment with a certain number of days or that a charge may be applied.