Refund policy

Returns & Refund Policy

30-Day Satisfaction Guarantee

At Replace My Lens, we take great pride in the quality of our work. Every pair of prescription lenses is glazed specifically for your prescription by experienced optical professionals.

If you're not completely satisfied with your new lenses, we're here to help.

Our 30-Day Satisfaction Guarantee

If you experience a genuine problem with your new lenses within 30 days of receiving your order, please contact us.

We'll work with you to resolve the issue, which may include:

  • Adjusting or remaking your lenses

  • Checking your prescription and measurements

  • Inspecting your frames and glazing

  • Offering a replacement where appropriate

  • Providing a refund if we are unable to resolve the problem

Our aim is always to find the best solution for you.

Returning Your Order

If you believe there is an issue with your lenses, please contact us before sending your glasses back.

Email: hello@replacemylens.co.uk

We may ask for:

  • Your order number

  • A description of the issue

  • Photographs of your glasses

  • A copy of your prescription (if required)

If your glasses need to be returned, we'll provide instructions on how to send them safely.

Prescription Lenses

As all prescription lenses are custom-made to your individual prescription, they are exempt from the standard 14-day cancellation rights under the Consumer Contracts Regulations.

However, this does not affect your statutory rights if:

  • Your lenses are faulty

  • The prescription has been manufactured incorrectly

  • We have made an error with your order

Frames Sent for Reglazing

Customers remain the owner of any frames sent to Replace My Lens.

Although every care is taken during glazing, some older or previously worn frames may become brittle with age or previous use.

If we believe your frames are unsuitable or at increased risk of damage, we'll contact you before proceeding wherever possible.

Incorrect Prescription

Please ensure the prescription you provide is current and accurate.

If lenses are manufactured exactly to the prescription and measurements supplied, refunds cannot be offered because your prescription later changes or was provided incorrectly.

Change of Mind

Because every pair of prescription lenses is custom-made, we cannot accept returns or offer refunds for a change of mind once lens production has begun.

Damaged or Faulty Lenses

If your lenses arrive damaged or you believe there is a manufacturing defect, please notify us within 30 days of receiving your order.

Where a manufacturing fault is confirmed, we will repair, replace or refund your order at no additional cost.

Refunds

Where a refund is agreed, it will be processed back to your original payment method.

Please allow up to 5 working days for the funds to appear, depending on your payment provider.

Our Promise

We want you to be delighted with your new lenses. If something isn't right, please let us know. Our team will always work with you to find a fair and reasonable solution as quickly as possible.