Our commitment to a simple and hassle-free returns process
We have revised our returns management to help ensure better traceability and faster processing. Below is everything you need to know about our updated policy and how to submit a return request.
Key changes to returns management
What is changing?
We now use a new eCommerce return procedure for all return requests.
Why?
The new procedure helps to ensure better traceability (where applicable).
When?
These changes take effect alongside our system upgrade on 3rd March 2025.
What does this mean for you?
All return requests must now be processed through our eCommerce platform. If the products are eligible for return, your request will be checked and, if approved, processed.
Updated returns policy
Step 1: Submit a return request
- Log in to your account at www.coopervision.co.uk
- Go to the Service Centre and follow the new eCommerce return procedure to submit your request.
Step 2: Eligibility and approval
- Requests must be made within 90 days of the original invoice date (except for defective or recalled products as outlined below).
- If approved, CooperVision will issue a credit.
- If requested, return the product(s) to CooperVision ensuring:
- At least 12 months’ shelf life remains.
- The products are in their original packaging and in resaleable condition.
Note: In most cases, physical product returns will not be required.
For more information on how to submit a return please click here.
For defective products or quality Issues
If you believe a product is defective, please complete the Analysis Request Form:
- Log in to your account at www.coopervision.co.uk
- Download the form from the Service Centre
- Include the following details:
- Your CooperVision account number
- Patient reference details (if applicable)
- The original order reference and/or invoice reference
- Reason for return
- Product details (including power, pack size and LOT number)
Return address for defective products:
Clinical/Quality Analysis
CooperVision Manufacturing Limited
Goods Inwards, South Point 1
Ensign Way, Hamble
Hampshire, SO31 4RF, UK
CooperVision Manufacturing Limited
Goods Inwards, South Point 1
Ensign Way, Hamble
Hampshire, SO31 4RF, UK
Additional information
- All return requests must be submitted via the eCommerce platform; in exceptional circumstances, we may consider requests by email. Claims made by phone will not be accepted.
For general credit enquiries: Contact our Customer Services team for assistance.
Please refer to CooperVision’s Terms of Business (T&Cs) or your Supply Agreement for more details on defective or recalled products.
