Terms & Conditions

These Terms & Conditions apply when you place an order with Kept for reglazing your existing spectacles with new prescription lenses.

By placing an order, you agree to these terms.

1. About Kept

Kept provides a reglazing service for customers who wish to keep their existing spectacle frames and have new prescription lenses fitted.

You can contact us at:

Email: hello.kept@outlook.com

2. Your prescription

You are responsible for providing an accurate prescription suitable for the lenses being ordered.

We may check the prescription details supplied and contact you if anything appears unclear, incomplete or unsuitable.

Where additional measurements are required, these may be taken from your existing glasses where appropriate or requested from you before manufacture begins.

We may pause or decline an order where we do not have sufficient information to safely and accurately supply the lenses requested.

3. Frame suitability

Not every spectacle frame is suitable for reglazing.

When your glasses arrive, we will inspect the frame before ordering or fitting your new lenses.

We may decline to reglaze a frame where we believe its age, condition, construction, previous repairs, damage or brittleness makes the work unsuitable or presents an unreasonable risk of failure.

If we cannot proceed, we will contact you and arrange the appropriate refund for any work or lenses not supplied.

4. Existing wear, damage and frame failure

Used spectacle frames naturally develop wear over time.

Reglazing can place normal working stress on a frame when old lenses are removed and new lenses are fitted. Older, brittle, heavily worn, previously repaired or damaged frames may therefore be at greater risk of failure.

Kept is not responsible for deterioration or failure caused solely by a pre-existing defect, weakness, damage or age-related condition that could not reasonably have been identified or avoided.

This does not affect our responsibility where damage results from a failure to exercise reasonable care and skill.

5. Bespoke prescription lenses and cancellations

Prescription lenses are manufactured specifically for your prescription and frame measurements.

Because these are made to your individual specification, normal change-of-mind cancellation rights may not apply once manufacture has begun. UK guidance recognises an exemption for goods that are made to a consumer’s specification or are clearly personalised.

If you wish to cancel your order, contact us as soon as possible.

If manufacture has not yet begun, we will normally cancel the order and refund you.

If manufacture has already begun, any refund will take account of work completed and costs reasonably incurred. We will not impose disproportionate cancellation charges.

This section does not affect your statutory rights if the lenses or service supplied are faulty, incorrect or not as described.

6. Lens manufacture and fitting

Once your frame and prescription have passed our checks, your lenses will be ordered and manufactured.

Your lenses will then be fitted, checked, cleaned and your glasses set up ready for wear.

We aim to provide the service with reasonable care and skill.

7. Turnaround times

Typical turnaround times are:

Single vision: up to 7 working days from when your glasses arrive with us and pass our checks.

Varifocals and more specialist lenses: up to 14 working days.

These are estimates rather than guaranteed completion dates.

Occasionally lens availability, prescription complexity, laboratory delays or frame issues may extend the turnaround time. If there is a significant delay, we will contact you.

8. Delivery to Kept

We normally arrange a prepaid Royal Mail collection for your glasses.

Where available, Royal Mail can bring the postage label with them, so you do not need a printer.

You are responsible for packing your glasses securely before collection.

9. Postal cover

Our standard postage arrangements provide postal compensation of up to £75, subject to the carrier’s terms and conditions.

If you believe the replacement value of your frame exceeds £75, please contact us before sending your glasses so that we can discuss alternative arrangements.

Postal compensation is separate from any responsibility Kept may have under consumer law.

10. Return delivery

Once your reglaze is complete, your glasses will be returned using tracked delivery.

Tracking details will be provided when your order is dispatched.

Please ensure the delivery address supplied with your order is accurate.

11. Faulty or incorrect lenses

If you believe your lenses are faulty, have been manufactured incorrectly or do not match the prescription supplied, contact us as soon as possible.

We will investigate the issue and, where appropriate, arrange a remake, repair, replacement or refund.

Your statutory rights under UK consumer law are unaffected.

Consumer terms cannot exclude responsibility for faulty goods, goods that are not as described, or other legal rights that cannot lawfully be excluded.

12. Prescription tolerance and adaptation

Some prescriptions, particularly varifocals or significant prescription changes, can require an adaptation period.

If you experience difficulty with your new lenses, contact us so that we can review the prescription, measurements and lens manufacture.

Any remake or remedy will depend on the circumstances and our assessment of the issue.

13. Prices and payment

Prices shown at checkout include the lens package and any upgrades selected.

Delivery charges are shown before payment is completed.

Payment is taken when the order is placed.

We will not increase the agreed price after you have ordered unless you request a change to the specification or we identify an issue that requires your agreement before proceeding.

14. If Kept cannot complete your order

If we are unable to complete your reglaze because your frame is unsuitable, the prescription cannot be supplied, or another issue prevents manufacture, we will contact you.

Where Kept cancels an order through no fault of the customer, we will refund amounts paid for goods or services that have not been supplied.

15. Your statutory rights

Nothing in these Terms & Conditions limits or excludes any rights you have under UK consumer law.

Services must be provided with reasonable care and skill, and contractual terms must be fair and transparent.

16. Contacting us

If you have any questions about your order, prescription, frame suitability or these terms, contact:

Kept
Email: hello.kept@outlook.com