About these terms
These Terms & Conditions explain the basis on which you use our website, book appointments, purchase products or services, and receive care from STOTTS.
By using our website, booking an appointment, joining a membership, or purchasing products or services from us, you agree to these terms.
John F Stott Ltd trades as STOTTS., Stotts Opticians, Brown Opticians, Sutcliffes Opticians and Mr Jinkinsons.
Our services
We provide optical, hearing and related healthcare services, including:
- Eye examinations
- Contact lens appointments
- Specialist eye clinics
- Emergency eyecare services where available
- Hearing assessments and hearing care
- Spectacles, lenses and eyewear
- Contact lenses and related products
- Hearing aids and related products
- STOTTS. Membership and other care plans
- Eyewear styling consultations
- Aftercare and follow-up appointments
Some services may only be available at selected practices.
Clinical care
Our clinical services are provided by appropriately qualified professionals and team members working under appropriate supervision.
Clinical recommendations are based on the information available at the time of your appointment, your examination findings, your symptoms, your lifestyle needs and professional judgement.
Where appropriate, we may recommend further tests, monitoring, treatment, referral to another healthcare provider, or urgent medical care.
You are responsible for telling us about relevant symptoms, health conditions, medication, previous eye or hearing history, and any changes that may affect your care.
Appointments
Appointments can be booked online, by telephone or in practice.
We ask that you arrive on time for your appointment. If you are late, we may need to shorten, rearrange or cancel your appointment.
If you need to cancel or rearrange, please contact us as soon as possible so we can offer the appointment to another patient.
Some appointments may require a deposit, pre-payment or cancellation fee. Where this applies, we will explain this before booking.
For emergency eyecare, CUES or MECS-related symptoms, please call your local practice so we can advise on the most appropriate next step.
Products and orders
Products supplied by STOTTS. may include spectacles, lenses, frames, contact lenses, hearing aids, accessories and related items.
Prescription spectacles, prescription lenses, contact lenses, specialist lenses, bespoke eyewear and hearing aids may be made or ordered specifically for you.
Once an order has been confirmed and processing has begun, cancellation, amendment or refund may not always be possible, especially where products are custom-made, personalised, prescription-based or specially ordered.
This does not affect your statutory rights if goods are faulty, not as described, or not of satisfactory quality.
Prescription spectacles and lenses
Prescription spectacles and lenses are made to your individual prescription, measurements, clinical needs and chosen frame.
It is important that the prescription, measurements, frame choice, lens choice and intended use are correct before the order is placed.
If you experience difficulty adapting to new spectacles or lenses, please contact us. In many cases, adjustments, checks or further advice may resolve the issue.
Where a clinical or dispensing issue is identified, we will advise on the appropriate remedy.
Contact lenses
Contact lenses are medical devices and must be used as instructed.
You must follow the wearing schedule, hygiene guidance, replacement schedule and aftercare advice provided by your optometrist or contact lens practitioner.
You should not sleep in contact lenses unless you have been specifically advised that your lenses are suitable for this.
If you experience pain, redness, sudden blurred vision, light sensitivity, discharge or discomfort, remove your lenses and contact us or seek urgent advice.
We may refuse to supply contact lenses where it would not be clinically appropriate or safe to do so.
Hearing care and hearing aids
Hearing assessments, hearing aids and related services are provided based on your hearing needs, test results, lifestyle, suitability and professional advice.
Hearing aids may require fitting, adjustment, adaptation and ongoing review.
Where hearing aids are supplied, warranty terms, aftercare arrangements, trial periods, service plans or maintenance requirements will be explained at the point of purchase where applicable.
STOTTS. Membership
STOTTS. Membership provides access to selected benefits, services and savings, subject to the membership plan chosen and the terms in place at the time.
Membership benefits may vary by plan, practice, service and availability.
Membership does not replace clinical judgement. Some appointments, products or treatments may still be chargeable or subject to suitability.
Separate membership terms may apply and will be provided where relevant.
Prices and payments
Prices for products and services may vary depending on the practice, product, prescription, lens choice, clinical need, appointment type, membership status or offer available.
We aim to make pricing clear before you commit to a purchase or appointment.
Payment may be required at the time of booking, order or collection, depending on the service or product.
Where deposits or part-payments are taken, the balance must usually be paid before or at collection unless otherwise agreed.
We may offer third-party finance or payment options. Where this applies, the finance provider's own terms and eligibility criteria will apply.
Offers, promotions and savings
Offers, promotions, member-only savings or event pricing may be subject to availability, eligibility, dates, exclusions and specific terms.
Offers cannot usually be combined unless we state otherwise.
We reserve the right to amend or withdraw offers at any time, but this will not affect purchases already completed under an agreed offer.
Collection, fitting and adjustments
Spectacles, contact lenses, hearing aids and other products may require collection, fitting, adjustment or instruction.
We recommend that spectacles and hearing aids are collected in person where possible so that fit, comfort and use can be checked properly.
If you choose not to attend for fitting, adjustment or aftercare, this may affect comfort, performance or suitability.
Aftercare
We provide aftercare and support for products and services supplied by us.
The level of aftercare available may depend on the product, service, membership status, warranty, manufacturer terms or clinical need.
If something does not feel right, please contact us promptly so we can advise.
Warranties and guarantees
Some products may include manufacturer warranties or STOTTS. guarantees.
Warranty cover varies by product and manufacturer. It may not cover accidental damage, misuse, loss, theft, normal wear and tear, incorrect care, or damage caused by not following instructions.
Where a warranty or guarantee applies, we will explain the relevant terms.
Your statutory rights are not affected.
Returns, refunds and cancellations
Your cancellation and refund rights may depend on whether the product or service was purchased in practice, online, by phone, or made specifically for you.
Prescription eyewear, prescription lenses, contact lenses, specialist lenses, hearing aids and bespoke or personalised products may not be eligible for cancellation or refund once ordered, unless faulty or not as described.
For non-bespoke goods purchased at a distance, consumer cancellation rights may apply in line with UK law.
If you have a concern about a product or service, please contact us so we can review it and advise on the appropriate next step.
Website information
The information on our website is provided for general information only.
It should not be treated as a substitute for professional clinical advice, diagnosis or treatment.
If you have symptoms, concerns or a sudden change in your vision or hearing, please contact your local STOTTS. practice or seek appropriate medical advice.
In an emergency, please contact NHS 111, attend urgent care or go to A&E as appropriate.
Website availability and accuracy
We aim to keep our website accurate, useful and available.
However, we do not guarantee that the website will always be uninterrupted, error-free or fully up to date.
We may update, change or remove website content at any time.
Third-party links and services
Our website may contain links to third-party websites, booking systems, payment providers, maps, videos, social media platforms or other services.
We are not responsible for the content, availability or policies of third-party websites or services.
If you use a third-party service, their own terms and privacy policies may apply.
Limitation of liability
Nothing in these terms limits or excludes liability where it would be unlawful to do so.
We are not responsible for losses caused by your failure to follow clinical advice, product care instructions, wearing schedules, appointment advice or referral guidance.
We are not responsible for indirect losses, business losses, loss of profit, or losses that were not reasonably foreseeable.
Your statutory rights are not affected.
Complaints
We aim to provide a high standard of care and service.
If you are unhappy with any aspect of your experience, please contact us so we can try to resolve the matter.
You can contact:
Jane Laval
Email: janelaval@stottsopticians.co.uk
Telephone: 01257 262445
Via our Chorley practice.
If your complaint relates to optical care and cannot be resolved directly with us, you may be able to contact the Optical Consumer Complaints Service or the General Optical Council, depending on the nature of the concern.
Privacy and cookies
Your personal data is handled in line with our Privacy Notice.
Our use of cookies and similar technologies is explained in our Cookies Policy.
Please read both policies alongside these Terms & Conditions.
Changes to these terms
We may update these Terms & Conditions from time to time.
The latest version will be available on our website.
Governing law
These terms are governed by the laws of England and Wales.
Any disputes will be subject to the courts of England and Wales, unless consumer law gives you the right to bring proceedings elsewhere.