Terms of service
Terms of Service
Last Updated: 22 October 2026
Welcome to Replace My Lens. These Terms of Service govern your use of our website and the purchase of products and services from us.
By placing an order with Replace My Lens, you agree to these Terms.
1. About Us
Replace My Lens is a UK-based prescription lens replacement service specialising in reglazing customers' existing eyewear with new prescription lenses.
Throughout these Terms, "Replace My Lens", "we", "our" and "us" refer to Replace My Lens.
2. Placing an Order
By placing an order, you confirm that:
You are at least 18 years of age.
The information you provide is accurate, complete and relates to the person for whom the lenses are being ordered.
You are authorised to use the payment method provided.
The prescription supplied has been issued following an eye examination by an appropriately qualified eye care professional.
The prescription remains valid and accurately reflects your current visual requirements to the best of your knowledge.
You have checked any prescription details or measurements that you have manually entered before submitting your order.
We reserve the right to refuse, suspend or cancel an order where information supplied is incomplete, unclear or appears inaccurate, or where we reasonably believe that we cannot safely or professionally fulfil the order.
3. Prescription Information
It is your responsibility to provide us with the correct prescription for the person for whom the lenses are being ordered.
Where you manually enter prescription information, you are responsible for ensuring that the information entered accurately matches the prescription issued 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 during ordering
If lenses are manufactured correctly to prescription 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 replacement lenses.
Where possible, we recommend providing a clear copy of your original prescription rather than manually transcribing the prescription.
4. Incorrect, Out-of-Date or Wrong Prescription Supplied
You are responsible for ensuring that the prescription supplied with your order is current and is the correct prescription for the person for whom the lenses are being ordered.
Where lenses have been manufactured correctly to the information 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 incorrectly transcribed or entered by the customer.
Relevant information was omitted by the customer.
Your eyesight has changed after the prescription was issued or after the lenses were manufactured.
A subsequent change to your prescription does not, by itself, mean that the lenses originally supplied by Replace My Lens were faulty or incorrectly manufactured.
5. Prescriptions Issued by Another Eye Care Professional
Replace My Lens does not carry out the eye examination responsible for determining prescriptions supplied by customers through our online reglazing service.
Where lenses have been manufactured correctly to the prescription supplied but you believe that the prescription itself may have been prescribed incorrectly, please contact us before arranging replacement lenses elsewhere.
We may ask you to have the prescription reviewed or rechecked by the prescribing practice or another suitably qualified eye care professional so that the cause of the problem can be established.
We will consider the circumstances of each case before determining the appropriate solution.
If our checks establish that we have manufactured the lenses differently from the prescription or specification accepted with your order, we will put this right at no additional cost to you.
6. Prescription Verification
We reserve the right to request additional information or clarification before manufacturing your lenses.
This may include:
A clearer copy of your prescription
Confirmation of prescription values
Additional measurements
Details of your previous prescription or lenses
Permission to contact your prescribing practice where clarification is required
Production may be delayed until the information required to safely and accurately complete your order has been received.
Our decision to query or verify some prescriptions does not transfer responsibility to Replace My Lens for customer-entered information that we had no reasonable reason to believe was incorrect.
7. Pupillary Distance (PD) and Other Measurements
Where measurements are required to fulfil your order, accurate measurements must be provided or obtained.
Where you provide measurements yourself, including Pupillary Distance (PD), you are responsible for ensuring that those measurements are accurate.
If lenses are manufactured correctly using a measurement that you supplied incorrectly, Replace My Lens will not normally be responsible for the cost of replacing the lenses.
Where measurements are estimated or calculated by us from photographs, reference objects, smartphone technology or other information supplied by you, the accuracy of the result depends upon the quality and accuracy of the information and images provided.
We may request additional photographs, measurements or information if we do not believe that a sufficiently reliable measurement can be obtained.
Where Replace My Lens itself makes an error when determining or applying a measurement, we will put this right in accordance with your statutory rights.
8. Varifocal and Specialist Lenses
Varifocal, occupational and other specialist lenses may require additional fitting information and measurements.
Where we require your existing prescription lenses to obtain fitting information, the frame must be supplied with suitable existing prescription lenses fitted unless we have agreed an alternative measurement method with you in advance.
Dummy, demonstration or non-prescription lenses may not contain the information required to reproduce the position of your existing lenses.
If a frame arrives with dummy or unsuitable lenses and the necessary measurements cannot reliably be obtained, we may:
Request your previous glasses or additional measurements.
Offer an alternative lens or measurement method where professionally appropriate.
Place the order on hold while awaiting further information.
Cancel and refund the order if we cannot safely or accurately complete it.
9. Suitability of Frames
Our reglazing service is suitable for many, but not all, spectacle frames.
Frames are assessed before glazing wherever reasonably possible.
We reserve the right to refuse to reglaze any frame where, in our professional opinion, the frame is unsuitable due to factors including:
Existing damage
Cracks or fractures
Excessive wear
Material deterioration
Previous repairs
Structural weakness
Unsuitable frame construction or design
Incompatibility with the lenses ordered
Where reasonably possible, we will contact you before proceeding if we identify a significant concern.
If your frame is deemed unsuitable before production begins and we cannot offer a suitable alternative, any payment due to be refunded will be returned to your original payment method.
10. Customer-Owned Frames and Risk of Damage
You remain the owner of any frame sent to Replace My Lens.
Every reasonable care is taken when handling, removing lenses from and reglazing customer-owned frames.
However, reglazing involves removing and fitting lenses and can expose weaknesses that were not visible beforehand. This risk can be greater with frames that are older, heavily worn, brittle, previously repaired, damaged or affected by material deterioration.
By sending a frame to us, you acknowledge that:
Frames and their components can weaken through age and use.
Some frame materials naturally become more brittle over time.
Screws, joints, rims, mountings and other components may have pre-existing wear.
Hidden defects may only become apparent when existing lenses are removed or new lenses are fitted.
Replace My Lens will not normally be responsible for damage caused solely by a pre-existing defect, weakness, previous repair, age-related deterioration or condition of the customer's frame that could not reasonably have been identified before work commenced.
Nothing in these Terms excludes our responsibility where damage results from our failure to exercise reasonable care and skill.
11. Lens Manufacture
Prescription lenses are manufactured specifically for your prescription, measurements, selected lens specification and frame.
Where a specific branded lens or product has been ordered, we will supply that product unless we contact you and agree an alternative with you.
For products that are not sold as a specific brand or model, manufacturing specifications may occasionally change because of supplier availability or product improvements.
Any substitute supplied will be of equivalent or higher specification and suitable for the purpose for which the original product was ordered.
12. 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 experience difficulty with your lenses, please contact us before purchasing replacement lenses elsewhere so that we have a reasonable opportunity to investigate.
Our investigation may consider:
The prescription supplied
Lens manufacture
PD and fitting measurements
Lens positioning
Frame fit
Lens design
Your previous prescription and lenses
Adaptation or genuine non-tolerance
Each case will be assessed individually and any remedy offered will depend upon the cause of the problem and the terms of our Returns & Refund Policy.
13. Production and Turnaround Times
Any production, glazing or delivery times shown on our website are estimates unless we have expressly agreed otherwise in writing.
Delays may occasionally occur because of circumstances including:
Prescription queries
Additional measurements
Frame assessments
Additional quality-control checks
Supplier or laboratory delays
Courier disruption
Exceptional demand
We will not be responsible for delays caused by events outside our reasonable control, although we will take reasonable steps to minimise the effect of any delay.
14. Pricing
All prices are shown in Pounds Sterling (£) and include VAT where applicable.
Prices may change from time to time, but price changes will not affect an order that has already been accepted by us.
If an obvious pricing or website error occurs, we reserve the right to cancel the affected order and refund any payment made rather than supply the product at an obviously incorrect price.
15. Payment
Payment must be received before production begins unless otherwise agreed by us in writing.
An order will not normally proceed until cleared payment has been received.
16. Cancellation and Change of Mind
Prescription lenses are made specifically to your individual prescription, measurements and order requirements.
Goods that are made to a consumer's specifications or are clearly personalised are excluded from the standard statutory cancellation right that applies to many distance purchases.
For this reason, once manufacture of your prescription lenses has begun, you will not normally be able to cancel your order simply because you have changed your mind.
If you wish to cancel an order, please contact us as soon as possible. Where manufacture has not begun, we will normally cancel the order and refund any payment received.
This section does not affect your statutory rights where goods or services are faulty, incorrectly supplied or otherwise do not comply with applicable consumer law.
17. Returns, Problems and Refunds
Our Returns & Refund Policy explains our 30-Day Satisfaction Guarantee and the process to follow if you experience a problem with your lenses.
If you believe there is a problem with your lenses, please give Replace My Lens a reasonable opportunity to inspect and investigate the order before purchasing replacement lenses elsewhere.
Nothing in these Terms affects your statutory rights.
18. Manufacturing Faults
We take pride in the quality of our workmanship.
If your lenses have been manufactured incorrectly, are defective, or we have made an error in carrying out your order, please contact us.
Where a fault or error for which Replace My Lens is responsible is confirmed, we will provide an appropriate remedy at no additional cost to you in accordance with applicable consumer law and our Returns & Refund Policy.
19. Limitation of Liability
Nothing in these Terms excludes or limits liability where it would be unlawful to do so.
Subject to your statutory rights, Replace My Lens will not normally be responsible for losses or replacement costs resulting solely from:
Prescription information incorrectly entered or supplied by the customer.
The customer supplying the wrong, outdated or superseded prescription.
Incorrect PD or other measurements supplied by the customer.
Changes in eyesight after the prescription was issued or after the lenses were manufactured.
Pre-existing weaknesses, damage or deterioration in customer-owned frames.
Normal wear and tear.
Failure by the customer to follow reasonable instructions provided by us.
Events or delays outside our reasonable control.
Replace My Lens remains responsible for carrying out its services with reasonable care and skill and for lenses being supplied in accordance with the prescription, measurements and specification accepted with your order.
Nothing in these Terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.
20. Business and Indirect Losses
Our service is intended primarily for personal and consumer use.
We are not responsible for business losses, including loss of profit, revenue, business opportunity or anticipated savings, arising from a consumer order where those losses were not reasonably foreseeable when the contract was formed.
This does not exclude any liability that cannot lawfully be excluded.
21. Right to Refuse Service
Replace My Lens reserves the right to refuse, suspend or cancel an order where we reasonably believe that:
The supplied prescription is incomplete, unclear or unsuitable.
Required measurements cannot be obtained with sufficient reliability.
The customer's frame cannot be safely or appropriately reglazed.
Information supplied appears inaccurate, misleading or inconsistent.
The requested work cannot be completed to an acceptable professional standard.
Completing the order would not be professionally appropriate.
If we cancel an order before any custom lenses have been manufactured, any payment due to be refunded will be returned to the original payment method.
22. Delivery and Customer Contact Details
You are responsible for providing a complete and accurate delivery address and contact details.
Please check these details carefully when placing your order and notify us as soon as possible if anything is incorrect.
We are not responsible for delays caused solely by inaccurate delivery or contact information supplied by the customer.
23. Intellectual Property
All content on this website, including text, graphics, photographs, logos, product descriptions, branding and website design, is owned by or licensed to Replace My Lens unless otherwise stated.
No content may be copied, reproduced or distributed without our prior written permission except where permitted by law.
24. Privacy
Personal information supplied to Replace My Lens will be processed in accordance with our Privacy Policy and applicable data protection law.
25. Website Availability
Whilst we make reasonable efforts to keep our website accurate and available, we cannot guarantee uninterrupted or error-free access.
We may modify, suspend or withdraw parts of the website where reasonably necessary.
26. Events Outside Our Reasonable Control
Replace My Lens will not be responsible for failure or delay in performing an obligation where that failure or delay is caused by circumstances outside our reasonable control.
These may include:
Severe weather
Flood or fire
Industrial action
Supplier or laboratory disruption
Courier disruption
Power or telecommunications failures
Government action
Public emergencies
Where reasonably possible, we will keep you informed of any significant delay and take reasonable steps to minimise its effect.
27. Uncollected or Undeliverable Frames
If your completed order is returned to us as undeliverable, or we are otherwise unable to return your glasses, we will make reasonable attempts to contact you using the contact details supplied with your order.
If your glasses remain unclaimed for 12 months after we first notify you that they are available for return or collection, we may take reasonable steps to dispose of or recycle the frames and lenses.
Where reasonably possible, we will make multiple attempts to contact you before doing so.
Nothing in this section excludes liability where doing so would be unlawful.
28. Changes to These Terms
We may update these Terms from time to time to reflect changes to our services, website or legal obligations.
The Terms applying to your order will normally be those in force when your order was placed.
29. Severability
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.
30. Governing Law
These Terms are governed by the laws of England and Wales.
If you are a consumer, you may also have rights to bring proceedings in the courts of the part of the United Kingdom in which you live.
Contact Us
If you have any questions regarding these Terms of Service, please contact us:
Replace My Lens
Email: hello@replacemylens.co.uk
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