Terms & Conditions

Last Updated: 16/08/2024

1. Our Contract

These Terms and Conditions govern the supply of goods sold by ReglazeMyGlasses Ltd (referred to as “we” and “us”) 52 High Street, Pinner, Middlesex. HA5 5PW. ReglazeMyGlasses Ltd trade under the name Lensology. These Terms and Conditions, in combination with an order form, constitute the complete agreement between us and the customer. Our acceptance of your order and full or part payment constitutes a legally binding contract between us on these terms and conditions. This contract is subject to and governed by UK National law.

2. Conditions of Sale

By submitting an order to ReglazeMyGlasses Ltd you confirm:

2.1 You are aged 16 years of age or over.

2.2 You have been issued a prescription by a qualified optician within the last 2 years. If requested, a copy must be supplied.

2.3 You will supply accurate details of your current prescription (including any notes on the prescription) when requested.

3. Price & Payment

3.1 The price payable for the goods you order is as set out at the time you place your order plus any charges for carriage and insurance as set out in the order form.

3.2 We must receive payment for the whole product at the time of order, and any applicable charges for carriage and insurance, before your order can be accepted.

3.3 Prices stated are inclusive of any Value Added Tax (VAT) that may be required to be remitted to tax authorities by ReglazeMyGlasses Ltd.

4. Delivery & Title

4.1 Goods will be supplied in accordance with your order and title will be transferred once payment is made by the customer in full.

4.2 ReglazeMyGlasses Ltd offer a free post service when you send your glasses to us; however, this is not recorded or tracked. We offer options of a recorded delivery service to allow you (the customer), the ability to track your package.

4.3 You will be notified by email at the time your goods are dispatched back to you.

4.4 International shipping will not be paid for by ReglazeMyGlasses Ltd while sending glasses to and from the United Kingdom, this includes new orders and returns.

5. Liability

5.1 The goods will be at your risk from the time of delivery.

5.2 Supplying and fitting “Reglazing” lenses to your frames can unfortunately only be carried out at your own risk and we cannot be liable for damage that very rarely occurs.

We reglaze many thousands of frames a week and just a tiny fraction of these will ever have an issue of being damaged whilst being reglazed, despite the best care of our experienced technicians.

If damage does occur, we will offer you a choice of the following:

• A free repair of your frame (if possible)
• To purchase a new alternative frame from us at ‘cost’ price. We have a range of generic and designer frames in stock that we can offer. This means that if, for example, a designer frame costs £200 on the high street and the frame costs us £80 to source from the manufacturer, we would charge the £80 it costs us to source the frame. We will make zero profit from this. We promise we will always endeavor to make a concerted effort to find you something that you are happy with.
• If you are not interested in options 1 and 2, then you are still entitled to a full refund of your order for reglazing and your frame posted back to you.

In the extremely rare case where a new frame fails during the glazing process, then you should be able to return this to the supplier from where you purchased them. The reason for this is that these should be classified as faulty if a new frame was not able to withstand the glazing process and so should therefore be deemed as being ‘not fit for purpose’. All new frames should come with a 12-month manufacturer’s guarantee that protects you if the frame is faulty. If a frame is faulty then any reputable supplier will have a policy in place where the frame can be returned for credit or exchange. We will also help in dealing with the supplier where necessary; we will not leave you on your own to fight a possible battle with a frame supplier.

We would like to note that (at the time of writing), the policy of non-liability for damage during reglazing is universal across the industry and that our policy is no different to any other company offering the same service. Many opticians will not offer our service at all due to the potential risk factor of glazing third-party frames, and if they do, it will always be with an “at own risk” policy.

5.3 We will not be liable to you for any inconvenience, disappointment, indirect or consequential loss or damage arising out of any problem in relation to the goods, and we shall have no liability to pay any money to you by way of compensation other than any refund we make under these conditions. This does not affect your statutory rights as a consumer.

5.4 We shall have no liability to you for any failure or delay in supply or delivery or for any damage or defect to goods supplied or delivered hereunder that is caused by any event or circumstance beyond our reasonable control (including, without limitation, strikes, lockouts and other industrial disputes).

5.5 Original lenses in your frame: During the reglazing process, there are times that the removal of original prescription or demo lenses that damage can occur to those lenses. We will always endeavour to return your original or demo lenses to you as they have arrived to us, but if damaged, these will be disposed of, and we are not liable for this.

5.6 Glasses with electrical components: Lensology do not treat electrical components of frames. For any frames returned, Lensology are not liable for any issue related to the functioning of the electronic components in a frame. This would strictly be an issue to be discussed with the original frame provider.

6. General

6.1 If any part of these conditions is invalid, illegal or unenforceable (including any provision in which we exclude our liability to you), the validity, legality or enforceability of any other part of these conditions will not be affected. This contract shall be governed by and interpreted in accordance with United Kingdom law.

6.2 We reserve the right to refuse service to any customer at our discretion where we feel that this is not in the best interests of the company.

7. VAT

All prices include VAT at the current rate.

8. Returns & Refunds

8.1 General Return Policy: ReglazeMyGlasses Ltd has a 30-day return policy. It is the responsibility of you, the customer, to advise us within 14 days of any problems or defects and to return the goods to ReglazeMyGlasses Ltd within 30 days.

8.2 Condition of Returned Goods: You must return the goods in their original condition. When returning products, we recommend that you obtain proof of postage from the Post Office (recorded/signed for special delivery) as we are unable to take responsibility for packages lost in the post.

8.3 Refunds and Replacements: Returned goods will be examined upon receipt, and we will notify you about your refund or replacement via e-mail. We have the right to refuse the issue of a refund or replacement if the items have suffered damage after delivery, have been misused, or the problem is due to wear and tear.

8.4 Prescription Inserts for AR Glasses: Due to the custom nature of prescription inserts for AR glasses, we do not accept returns or offer refunds for these products. Each prescription insert is made to order based on the customer’s specific prescription and is therefore not eligible for resale. It is the customer’s responsibility to ensure they are satisfied with their AR glasses before purchasing prescription inserts from us. We recommend customers thoroughly test their AR glasses prior to ordering the inserts.

8.4.1 Exceptions & Return Conditions: If the prescription insert is found to be faulty or does not match the prescription provided, we will offer a replacement or correction at no additional cost. However, this is contingent upon the customer first returning the item to us at their own expense. Once the item is received and inspected, we will proceed with the necessary corrective actions.

8.5 Proof of Return: When you return a product, it is strongly recommended that you obtain proof of postage. We cannot accept responsibility for returned items lost in transit without proof of postage.

8.6 Non-Refundable Items: Delivery charges are non-refundable for orders posted internationally outside of the United Kingdom. Additionally, all frames purchased via our walk-in showroom and online are non-refundable. Our regular 30-day returns policy applies to reglazing of lenses only.

Delivery charges are non-refundable if we are unable to process an order due to missing information that Lensology has asked for in advance for orders being posted to us. This means that if the customer does not have valid prescription details or is unable to provide information for fitting measurements, the delivery would not be refundable. This also applies to prescription orders for children under 16 as this isn’t a service that we can provide.

8.7 Return Shipping for International Orders: Lensology provides prepaid tracked returns labels for all customers within the UK. For customers returning any orders from outside the United Kingdom, they are responsible for the cost of posting this. Delivery charges are non-refundable for orders posted internationally outside of the United Kingdom.

8.8 Statutory Rights: Your statutory rights in relation to returns and refunds are not affected.

9. Request a Pack

9.1 By requesting a pack you have agreed to and read our terms and conditions in full.

9.2 The Request a Pack free service is for UK customers only. International customers outside the UK are responsible for the costs of posting their glasses back and forth regardless of whether or not they are proceeding with an order.

10. Promotions and Offers

10.1 Any promotions we advertise cannot be back-dated to orders placed before the promotional period begins and only apply for customers requesting packs from us during the promotional period.

10.2 The voucher codes we display either online or as part of an emailed offer are always a single-use voucher; so one per customer. It’s either £5.00, £10.00, £20.00, or £30.00 off the total order price dependent on your choice of lens (unless advertised otherwise). The discount is to be deducted from a single pair of glasses and not multiple pairs.

10.3 All discounts cannot be combined with any other money-off vouchers unless specifically stated on our offers to you but can be combined with our ULTIMA Anti-Glare offer to get upgraded to a Thinner, Lighter & Tougher lens on selected products.

10.4 All discounts only apply to our in-house lenses as per our website price list. This does not apply to frames, branded lenses, or any other type of service such as repairs unless we have specifically advertised this.

11. Competitions

11.1 UK entries only. Competition winner announcements will only ever be posted by the official Lensology social media accounts. We will never ask you for your bank account details; please do not provide any personal information to unofficial accounts.

11.2 All prizes are to be claimed within 3 working days of the winner being announced. Failure from the winner to contact us within this timeframe will result in the prize being void and another winner will be chosen.

11.3 Lensology will be given promotional rights over any user-submitted content shared via email or social media in conjunction with a Lensology competition or the Hall of Frame. This content may be used to promote Lensology and its services in the future.

12. Storage

12.1 If Lensology has had receipt of your glasses for over six months and the customer has not proceeded to place an order, then a £4.35 standard tracked delivery fee will apply for customers who want their frames posted back even if they are not proceeding with an order.

12.2 After six months without contact from a customer, Lensology reserves the right to dispose of frames. We will, of course, try and retain these for as long as possible, but there is a finite amount of storage space that we have for these, so after 6 months, they will be archived and listed for recycling.