Order number - 75868542
Very disappointed with Ray-Ban’s refusal to comply with UK consumer law.
I purchased a pair of customised sunglasses via the Ray-Ban Remix configurator, relying on how the product was visually represented during the online customisation process. While the sunglasses received match the selected options technically, the finished product does not reasonably reflect how those options were presented online at the point of purchase.
I rejected the goods within the statutory 30-day period under the Consumer Rights Act 2015 on the basis that the item is not as described.
Despite this, Ray-Ban have refused to accept the return and are attempting to rely on their internal policy that customised items are non-refundable unless faulty. A retailer’s internal policy does not override a consumer’s statutory rights.
As a long-standing Ray-Ban customer who has owned several pairs over the years, I certainly won’t be purchasing from Ray-Ban again.
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Ray Ban is the global leader in premium eyewear market and by far the best-selling eyewear brand in the world.
