Refund policy

Returns, Cancellations & Remakes

Before your lenses are ordered

If you change your mind, please contact Kept as soon as possible.

If manufacture of your prescription lenses has not yet begun, we will normally be able to cancel your order and issue a refund.

Once your lenses are in manufacture

Kept prescription lenses are made specifically to your individual prescription, measurements and selected lens options.

Once manufacture of your personalised prescription lenses has begun, the order cannot normally be cancelled or refunded simply because you have changed your mind.

This does not affect your statutory rights.

If we cannot reglaze your frame

Every pair of glasses is inspected when it arrives with us.

If we believe your frame is unsuitable or unsafe to reglaze, we will contact you before manufacture begins. We will not knowingly proceed with a frame we consider unsuitable.

If we are unable to fulfil your order, we will return your glasses to you and refund the appropriate amount paid.

Incorrect or faulty lenses

If you believe there is a problem with your new lenses, please contact us as soon as possible.

We will investigate the issue and, where appropriate, arrange for the glasses to be returned to us for inspection.

If the lenses supplied by Kept are faulty, incorrectly manufactured or do not match the order agreed with you, we will put this right in accordance with your statutory rights.

Prescription and information supplied by you

Customers are responsible for providing an accurate and valid prescription and any information or measurements requested during ordering.

Every Kept order is checked before manufacture. If something does not look right, we will contact you before proceeding.

If lenses have been correctly manufactured to information supplied by the customer but that information was incorrect, this will be assessed individually and may not qualify as a manufacturing fault.

Adaptation and non-tolerance

Some prescription changes and lens designs, particularly varifocals, can require a period of adaptation.

If you are experiencing difficulty with your new lenses, please contact us rather than continuing to struggle with them. We will review the prescription, measurements and manufacture and advise you on the appropriate next step.

Your existing frame

Reglazing involves working with a frame that has already been worn and may have existing wear, weakness or damage.

We inspect frames before proceeding and will contact you if we identify a concern.

Nothing in this policy excludes or limits any rights you have under UK consumer law.