Terms of service

Terms of Service

Last Updated: 31 July 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 accessing our website or placing an order, you agree to be bound by 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 and complete.

  • You are authorised to use the payment method provided.

  • Your prescription has been issued by a qualified eye care professional, remains valid at the time of ordering and accurately reflects your current vision.

We reserve the right to refuse, suspend or cancel any order where information supplied is incomplete, inaccurate or where we reasonably believe we cannot safely fulfil the order.

3. Prescription Responsibility

It is your responsibility to provide an accurate prescription.

Replace My Lens manufactures lenses exactly to the prescription and measurements supplied. We are not responsible for errors resulting from incorrect prescription details provided by the customer.

If we identify anything unusual or require clarification before manufacturing, we may contact you before proceeding.

4. Valid Prescription

It is the customer's responsibility to ensure their prescription is valid and within the recommended expiry period advised by their optometrist or eye care professional.

By placing an order you confirm that:

  • Your prescription has been obtained following an appropriate eye examination.

  • Your prescription remains valid at the time your order is placed.

  • The prescription supplied accurately reflects your current eyesight.

Replace My Lens accepts no responsibility where lenses are manufactured correctly to a prescription that is out of date, inaccurate or no longer suitable because your eyesight has changed.

We reserve the right to request additional confirmation of your prescription or decline an order if we believe it may no longer be appropriate.

5. Prescription Verification

Where necessary, we reserve the right to request additional prescription information or verify prescription details before manufacturing your lenses.

This may include requesting a clearer copy of your prescription, additional measurements or contacting your prescribing optometrist with your permission where clarification is required.

Production may be delayed until any required information has been received.

6. Pupillary Distance (PD) and Measurements

Where required, customers are responsible for providing accurate measurements, including Pupillary Distance (PD).

If measurements are obtained using photographs, smartphone technology or information supplied by you, they are based upon the information provided.

If we believe measurements cannot be obtained accurately, we may request additional information before proceeding.

7. Suitability of Frames

Our online reglazing service is suitable for selected frame types only.

Every frame is professionally assessed before glazing.

We reserve the right to refuse to reglaze any frame where, in our professional opinion, it is unsuitable due to:

  • Existing damage

  • Cracks or fractures

  • Excessive wear

  • Material deterioration

  • Previous repairs

  • Structural weakness

  • Unsuitable frame design

Where possible, we will contact you before any work is carried out.

If your frame is deemed unsuitable before production begins, any payment made will be refunded in full.

8. Customer-Owned Frames

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

Although every care is taken throughout the glazing process, all reglazing carries an inherent risk, particularly with older, heavily worn, repaired or brittle frames.

By placing an order you acknowledge and accept that:

  • Existing frames may weaken over time.

  • Some materials naturally become more fragile with age.

  • Hidden defects may not become apparent until lenses are removed or fitted.

Whilst we take every reasonable precaution, Replace My Lens cannot accept liability for damage resulting from pre-existing weaknesses, age-related deterioration or previously repaired frames.

9. Lens Manufacture

All prescription lenses are manufactured specifically to your individual prescription and order.

Lens materials, coatings and designs may occasionally change due to supplier improvements or availability.

Where necessary, an equivalent or superior product may be supplied without affecting the intended performance of your lenses.

10. Production Times

Estimated turnaround times displayed on our website are estimates only.

Delays may occasionally occur due to:

  • Prescription queries

  • Additional quality checks

  • Supplier delays

  • Courier delays

  • Frame assessments

  • Exceptional demand

We are not liable for delays outside our reasonable control.

11. Pricing

All prices are shown in Pounds Sterling (£) and include VAT where applicable.

Prices may change without notice but will not affect orders that have already been accepted.

12. Payment

Payment must be received before production begins unless otherwise agreed.

Orders will not proceed until cleared payment has been received.

13. Cancellations

Prescription lenses are custom-made products manufactured specifically for your order.

For this reason, orders cannot normally be cancelled once production has commenced.

If you wish to cancel before manufacture begins, please contact us immediately and we will do our best to assist.

14. Returns and Refunds

Our Returns & Refund Policy explains your rights together with our 30-Day Satisfaction Guarantee.

Nothing within these Terms affects your statutory rights under UK consumer law.

15. Manufacturing Warranty

We take pride in the quality of our workmanship.

If a manufacturing fault is identified, we will inspect your lenses and, where appropriate, repair, replace or refund the order in accordance with our Returns & Refund Policy.

16. Limitation of Liability

To the fullest extent permitted by law, Replace My Lens shall not be liable for:

  • Incorrect prescriptions supplied by customers.

  • Out-of-date prescriptions.

  • Incorrect PD or other measurements supplied by customers.

  • Changes in eyesight after an order has been manufactured.

  • Damage caused by pre-existing weaknesses within customer-owned frames.

  • Normal wear and tear.

  • Delays outside our reasonable control.

  • Indirect or consequential losses arising from the use of our products or services.

Nothing within these Terms excludes or limits liability where such exclusion or limitation would be unlawful.

17. Right to Refuse Service

Replace My Lens reserves the right to refuse or cancel an order where we reasonably believe that:

  • The supplied prescription is incomplete or unsuitable.

  • The customer's frames cannot be safely reglazed.

  • Information provided is inaccurate or misleading.

  • The requested work cannot be completed to an acceptable professional standard.

  • Completing the order would not be in the customer's best interests.

Where payment has been taken and no work has commenced, any refund due will be processed to the original payment method.

18. 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.

No content may be copied, reproduced or distributed without our prior written permission.

19. Privacy

Any personal information you provide is processed in accordance with our Privacy Policy.

By using our website, you consent to the collection and processing of your information as described within that policy.

20. Website Availability

Whilst we make every effort to ensure our website remains accurate and available, we cannot guarantee uninterrupted access.

We reserve the right to modify, suspend or withdraw any part of the website without prior notice.

21. Force Majeure

Replace My Lens shall not be liable for any failure or delay in performing our obligations where such delay or failure results from circumstances beyond our reasonable control.

These circumstances may include, but are not limited to:

  • Severe weather

  • Flood or fire

  • Industrial action

  • Supplier shortages

  • Courier disruption

  • Power or telecommunications failures

  • Government action

  • Pandemics or other public emergencies

Where possible, we will keep customers informed of any significant delays.

22. Uncollected Frames

If your completed order is returned to us as undeliverable, or we are otherwise unable to return your glasses, we will make reasonable efforts to contact you using the details provided with your order.

If your glasses remain unclaimed for 12 months from the date we first notify you, we reserve the right to recycle or otherwise dispose of the frames and lenses without further notice.

Where reasonably possible, we will make multiple attempts to contact you before taking this action.

Replace My Lens accepts no liability for unclaimed items after this period has expired.

23. Governing Law

These Terms of Service are governed by the laws of England and Wales.

Any dispute arising in connection with these Terms shall be be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact Us

If you have any questions regarding these Terms of Service, please contact us:

Replace My Lens

Email: hello@replacemylens.co.uk