Terms of Service

1. Acceptance of These Terms

These terms apply every time you access the site or use the service. They should be read together with our Privacy Policy, which explains how we handle your information, and our Refund & Return Policy, which governs returns and refunds.

Where these terms conflict with a mandatory provision of the consumer law that applies to you, that provision prevails over the conflicting part of these terms.

2. Eligibility and Your Account

You must be at least 16 years old and legally capable of entering into a binding contract to create an account or place an order. If you are ordering for someone else, you confirm that you are authorised to do so and that they accept these terms.

You are responsible for the accuracy of the details you give us, for keeping your password confidential, and for all activity that takes place under your account. Please tell us promptly if you believe your account has been used without your permission.

3. Products, Descriptions and Availability

We describe our frames, lenses and accessories as accurately as we can. Colours, finishes and proportions can nevertheless appear differently depending on your screen, and handmade or natural materials may vary slightly from piece to piece.

All products are subject to availability. We may discontinue a product or change its specifications without notice. Where an item you ordered becomes unavailable, we will contact you and, if we cannot fulfil the order, refund the amount paid for that item.

4. Prices, Taxes and Payment

Prices are shown in the currency displayed at checkout and may change at any time before you place an order. The price that applies to your order is the one shown at the moment you confirm it.

Depending on your delivery address, sales tax, value-added tax, customs duties or import fees may apply. Where these are not collected at checkout, they are your responsibility. Payment must be made in full before an order is dispatched, using one of the payment methods offered at checkout.

5. Orders and Order Acceptance

Your order is an offer to buy. A contract is formed only when we send you a dispatch confirmation. Our order acknowledgement merely records that we have received your request.

We may decline or cancel an order where the product is unavailable, where the price or description contained an obvious error, where we cannot verify your payment or delivery details, or where we suspect fraud or a breach of these terms. If we cancel, we will refund any amount already paid.

6. Prescriptions and the Limits of Our Service

Eyeku supplies eyewear to a prescription that you provide. We do not examine your eyes, do not diagnose any eye condition and do not issue prescriptions. A valid prescription must come from a licensed optometrist or ophthalmologist, and it is your responsibility to ensure that the values you give us are current, accurate and complete.

Where our tools flag a value as unusual, low-confidence or inconsistent, that is a prompt for you to verify it with your eye care professional. It is not a diagnosis and it is not a substitute for an examination.

If you experience sudden vision changes, eye pain, injury, double vision, flashes, a sudden increase in floaters or loss of visual field, seek care from a local ophthalmologist or optometrist without delay. This website is not an emergency or diagnostic service.

7. AI-Assisted Features

The AI consultation, face-shape detection and virtual try-on features are optional aids to choosing eyewear. Their output is a reference or candidate result. It may be incomplete or wrong, and it must be reviewed by you and, where relevant, by a licensed professional before you rely on it.

You may use the site and place orders without using any AI feature. We may modify, suspend or withdraw an AI feature at any time, and we do not guarantee that it will be continuously available or error-free.

8. Shipping and Delivery

Delivery estimates are estimates only and are not a guaranteed delivery date. Title and risk in the goods pass to you on delivery to the address you supplied.

If a parcel is lost or damaged in transit, please contact us so that we can open a claim with the carrier. Nothing in this section affects your statutory rights.

9. Returns, Refunds and Exchanges

Returns, refunds, exchanges and warranty claims are governed by our Refund & Return Policy, which forms part of these terms. Please read it before ordering, particularly the rules that apply to prescription and custom-made lenses.

10. Intellectual Property

The site, its design, text, images, software and trademarks are owned by Eyeku or licensed to us. You may view and print pages for your own non-commercial use.

You may not copy, reproduce, modify, distribute, scrape or create derivative works from any part of the service, or use our trademarks, without our prior written permission. Content you submit, such as a review, remains yours, but you grant us a non-exclusive licence to use it in connection with the service.

11. Acceptable Use

When using the service you must not:

• Break any applicable law or infringe the rights of anyone else
• Submit a prescription or identity document that is not genuine or not yours to use
• Attempt to gain unauthorised access to any account, system or network
• Introduce malware, or interfere with the operation or security of the site
• Use automated means to harvest content or place bulk orders
• Misuse the AI features, including by attempting to make them produce a diagnosis or a prescription
• Resell our products in a way that misrepresents them or your relationship with us

12. Third-Party Services and Links

The service may include links to third-party sites and may rely on third-party services such as payment providers and carriers. We do not control those third parties and are not responsible for their content, terms or practices. Your use of a third-party service is governed by that provider’s own terms.

13. Disclaimer of Warranties

Except for the warranties that cannot be excluded by law, and except as expressly stated in our Refund & Return Policy, the service and the AI features are provided on an "as is" and "as available" basis, without warranties of any kind, whether express or implied, including any implied warranty of merchantability, fitness for a particular purpose or non-infringement.

We do not warrant that the site will be uninterrupted, secure or free of errors, or that any content on it, including AI output, is accurate or complete.

14. Limitation of Liability

To the fullest extent permitted by applicable law, Eyeku is not liable for indirect, incidental, special, consequential or punitive damages, or for loss of profit, revenue, data or goodwill, arising out of or in connection with your use of the service.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be excluded. Where our liability is not excluded, it is limited to the amount you paid for the product or service giving rise to the claim.

15. Indemnification

You agree to indemnify Eyeku against claims, losses and reasonable costs arising from your breach of these terms, your misuse of the service, or a prescription or instruction you supplied that you were not entitled to supply.

16. Suspension and Termination

We may suspend or close your account, or refuse to process an order, if we reasonably believe that you have breached these terms, that your account is being used fraudulently, or that we are required to do so by law.

You may close your account at any time. Clauses that by their nature should survive termination, including intellectual property, liability, indemnity and governing law, continue to apply.

17. Governing Law and Dispute Resolution

These terms are governed by the laws applicable at the place where Eyeku is established, without prejudice to any mandatory consumer protection rules of the country in which you live. If you are a consumer, you may also be entitled to bring proceedings in the courts of your own country of residence.

Before starting formal proceedings, we ask that you contact us so that we can try to resolve the matter directly.

18. Changes to These Terms

We may revise these terms from time to time, for example to reflect a change in the service or in the law. The revised version takes effect when it is published on this page, and the date at the top of the page is updated. Changes do not apply retroactively to an order you have already placed.

19. Contacting Us

Questions about these terms, an order or an account can be sent through the contact channel published on this website. We will respond within the period required by applicable law.