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 made and glazed specifically for your order by experienced optical professionals.
If you experience a problem 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 so that we can investigate the issue.
Depending on the circumstances, this may include:
Checking the prescription supplied with your order
Checking your measurements and lens positioning
Inspecting the lenses, frame and glazing
Adjusting or remaking your lenses where appropriate
Offering a replacement where appropriate
Providing a refund where appropriate if we are unable to resolve the problem
Our 30-Day Satisfaction Guarantee is in addition to, and does not affect, your statutory rights.
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 you to provide:
Your order number
A description of the problem you are experiencing
Photographs of your glasses
A copy of the prescription used for your order
Your previous prescription or previous glasses where this may assist our investigation
If your glasses need to be returned, we'll provide instructions on how to send them safely.
Please do not arrange replacement lenses elsewhere before giving us a reasonable opportunity to inspect and investigate your order, as doing so may limit our ability to establish the cause of the problem.
Prescription Lenses and Cancellation Rights
Prescription lenses are made specifically to your individual prescription, lens specification and order requirements. As personalised goods made to the customer's specifications, they are not normally covered by the standard 14-day cancellation right that applies to many online purchases.
This does not affect your statutory rights where, for example:
The lenses are faulty
The lenses have not been manufactured in accordance with the prescription or specification accepted with your order
We have made an error when processing or glazing your order
Our service has not been carried out with reasonable care and skill
Prescription Information Supplied by You
It is important that the prescription information supplied with your order is current, complete and accurate.
If you manually enter your prescription details, you are responsible for checking that the information entered accurately matches the prescription issued to you by your optometrist or other qualified eye care professional.
This includes, where applicable:
Right and left eye details
Sphere (SPH)
Cylinder (CYL)
Axis
ADD / Near Addition
Prism and base direction
Any other prescription information requested as part of your order
If lenses are manufactured correctly to information that you have entered or supplied incorrectly, including information that has been transposed, omitted or entered with an incorrect plus or minus sign, Replace My Lens will not normally be responsible for the cost of replacing those lenses.
Where possible, we recommend providing a clear copy of the original prescription rather than manually transcribing the prescription.
Incorrect Prescription or Document Supplied
You are responsible for ensuring that the prescription supplied with your order is the correct prescription for the person for whom the lenses are being ordered.
Where lenses have been manufactured correctly to the prescription supplied, Replace My Lens will not normally be responsible for replacement costs where:
An old or superseded prescription was supplied
The wrong prescription document was supplied
A prescription belonging to another person was supplied
Prescription information was entered incorrectly by the customer
Relevant prescription information was omitted by the customer
A subsequent change to your prescription does not, by itself, mean that the lenses originally supplied were faulty or manufactured incorrectly.
Prescriptions Issued by Another Optometrist
Replace My Lens does not carry out the eye examination responsible for determining prescriptions supplied by customers.
If your lenses have been manufactured correctly to the prescription supplied but you believe the prescription itself may be incorrect, please contact us so that we can investigate the problem with you.
We may ask you to have your prescription reviewed or rechecked by the optometrist or practice that carried out your eye examination, or by another suitably qualified eye care professional.
We will assess the circumstances before determining the appropriate solution.
A revised prescription issued following a subsequent eye examination does not automatically establish that Replace My Lens manufactured your original lenses incorrectly.
Where our checks show that the lenses do not correspond with the prescription or specification accepted with your order, we will put this right in accordance with your statutory rights.
Non-Tolerance and Adaptation
Some customers may experience difficulty adapting to a new prescription, lens design or change in lens specification even where the lenses have been manufactured correctly.
This is sometimes referred to as non-tolerance.
If you are experiencing difficulty with your lenses, please contact us so that we can investigate the cause.
Depending on the circumstances, we may consider:
The prescription
The manufacture of the lenses
Pupil distance and fitting measurements
Lens positioning
Frame fit and adjustment
The lens design selected
Changes from your previous prescription or lenses
Adaptation or genuine non-tolerance
Each case will be assessed individually and we will work with you to identify the most appropriate solution.
Frames Sent to Us for Reglazing
You remain the owner of any frame that you send to Replace My Lens for reglazing.
Every reasonable care is taken when handling and glazing customer-owned frames. However, frames that are older, previously worn, previously repaired, damaged, brittle or otherwise weakened may carry an increased risk of damage during normal glazing and lens removal.
We inspect frames before glazing wherever reasonably possible. If we identify an obvious concern or believe that a frame presents an increased risk, we may contact you before proceeding.
We cannot guarantee the condition, strength, remaining life or structural integrity of a frame supplied by the customer, particularly where deterioration or weakness was not reasonably apparent before work began.
This does not exclude our responsibility where damage has been caused by a failure on our part to exercise reasonable care and skill.
Change of Mind
Because prescription lenses are custom-made to your individual requirements, we cannot normally accept a return or offer a refund simply because you have changed your mind once lens production has begun.
If you wish to cancel an order, please contact us as soon as possible. If lens production has not yet begun, we will do our best to accommodate your request.
This does not affect your statutory rights.
Damaged, Faulty or Incorrectly Manufactured Lenses
If your lenses arrive damaged, appear faulty or you believe they have been manufactured incorrectly, please contact us as soon as possible.
We may ask you to return your glasses so that we can inspect and verify the issue.
Where we confirm that Replace My Lens has made an error or that the lenses are faulty, we will provide an appropriate remedy at no additional cost to you. Depending on the circumstances, this may include repair, replacement, remake or refund.
Our statutory obligations are not limited to the 30-day Satisfaction Guarantee.
Refunds
Where a refund is agreed, it will be made to the original payment method unless otherwise agreed with you.
Once processed, please allow up to 5 working days for the funds to appear, although the exact timescale will depend on your payment provider.
Our Promise
We want you to be delighted with your new lenses. If something isn't right, please contact us and give us the opportunity to investigate.
We will always aim to establish the cause of the problem and provide a fair and appropriate solution while protecting your statutory rights.
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