Kept Terms & Conditions

1. About Kept

Kept provides an online prescription lens reglazing service, fitting new prescription lenses into customers’ existing spectacle frames.

These Terms apply when you use our website or place an order with Kept.

By placing an order, you agree to these Terms together with our Shipping Policy, Returns & Refunds Policy, Privacy Policy, Frame Suitability Policy and Warranty.

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

2. Our reglazing service

You provide the spectacle frame and Kept supplies and fits the prescription lenses selected during the ordering process.

All orders are subject to:

• prescription checks;
• lens suitability;
• frame suitability;
• availability of the selected lens specification; and
• any professional supervision required by law.

We may contact you before proceeding if anything about your prescription, frame, measurements or lens selection requires clarification.

We will not knowingly manufacture or fit lenses where we believe it would be inappropriate or unsafe to do so.

3. Your prescription

You must provide a valid spectacle prescription and enter the information requested during ordering accurately.

Please enter your prescription exactly as issued by your optometrist.

If you are unsure about any part of your prescription, please contact us rather than guessing.

Every Kept order is manually reviewed before lenses are ordered. However, you remain responsible for the accuracy of information that you provide.

Where lenses have been correctly manufactured to inaccurate information supplied by the customer, this will not normally constitute a manufacturing fault.

This does not affect your rights where Kept has failed to provide the service with reasonable care and skill.

4. Measurements

Some lens types require additional measurements such as pupillary distance, fitting height or other positioning measurements.

Where required, you must provide the information requested during the ordering process.

If the information appears incomplete, unusual or unsuitable, we may contact you before proceeding.

5. Your spectacle frame

Kept reglazes existing customer-owned frames.

All frames are inspected on arrival before lenses are ordered.

Frames that are cracked, broken, incomplete, structurally unsound or in need of repair may be declined.

Older and well-used frames can naturally become weaker over time. Reglazing requires the existing lenses to be removed and new lenses fitted, which places some stress on the frame.

We will use reasonable care and skill when handling your glasses. If we identify significant existing damage or weakness before proceeding, we will contact you.

Kept does not provide a warranty against faults, deterioration or damage that existed before the frame reached us.

Please see our Frame Suitability Policy for further information.

6. Orders and acceptance

Placing an order constitutes an offer to purchase the selected service from Kept.

Payment being taken does not mean that we have accepted your frame as suitable for reglazing.

Your order remains subject to our prescription and frame checks.

If we cannot fulfil the order, we will contact you and arrange an appropriate refund and return of your frame.

7. Prices and payment

The price shown during checkout is the price payable for the selected lens package and options unless an obvious pricing error has occurred.

Payment must be made using one of the payment methods available at checkout.

Any additional charge will be agreed with you before we proceed.

We will not substitute a more expensive lens or service without your agreement.

8. Sending your glasses to Kept

For eligible UK orders, Kept provides prepaid tracked postage for sending your glasses to us.

Please package your glasses securely in a hard case and suitable protective outer packaging.

Our standard prepaid postal service currently provides compensation up to £75.

If you believe the replacement value of your frame exceeds £75, please contact us before sending it so an appropriate level of postal cover can be arranged.

Do not send a higher-value frame using the standard label without contacting us first.

Full details are contained in our Shipping Policy.

9. Turnaround times

Our usual estimated turnaround is 7–14 working days from the date your glasses are received and approved by Kept.

This is an estimate rather than a guaranteed completion date.

Specialist prescriptions, lens options, supplier delays or circumstances outside our reasonable control may result in a longer turnaround.

If we become aware of a significant delay, we will let you know.

10. Returning your glasses

Once your glasses have been reglazed and passed our final quality checks, they will be securely packaged and returned using a tracked postal service.

Tracking information will be provided where available.

11. Made-to-prescription lenses and cancellation

Prescription lenses are manufactured specifically to the individual prescription, measurements and options selected for the customer.

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

Where manufacture has not started, we will normally be able to cancel the order and refund you.

Once personalised prescription lenses have entered manufacture, the ordinary change-of-mind cancellation position may no longer apply because the lenses are being produced to your individual specification.

Nothing in this section affects your statutory rights where goods are faulty, incorrectly manufactured, not as described, or where the service has not been performed with reasonable care and skill. UK consumer law preserves those rights, and unfair terms cannot be used to remove them.

Please see our Returns & Refunds Policy for full details.

12. Faults, remakes and refunds

If you believe your lenses are faulty, incorrectly manufactured or do not match the order agreed with you, please contact us as soon as possible.

We may ask you to return the glasses so that we can inspect the lenses, prescription, measurements and frame.

Where Kept is responsible for a fault, we will provide the remedy required by applicable consumer law.

Goods must be as described, of satisfactory quality and fit for purpose, and services must be carried out with reasonable care and skill.

13. Adaptation and non-tolerance

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

If you experience difficulty with your new lenses, please contact us.

We will review the prescription, measurements, lens specification and manufacture and advise you on the appropriate next step.

A difficulty adapting to correctly manufactured lenses is not automatically evidence of a manufacturing defect, but we will assess concerns individually.

14. Lens warranty

Kept warrants lenses against applicable manufacturing defects in accordance with the warranty provided for the lens product.

Normal wear and tear, accidental scratching, misuse or damage occurring after delivery is not a manufacturing defect.

Our warranty is provided in addition to your statutory consumer rights and does not replace them.

Please see our Warranty page.

15. Our responsibility

Kept will provide its reglazing service with reasonable care and skill.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability that cannot legally be excluded under consumer protection law.

Kept is not responsible for loss or damage resulting solely from inaccurate information supplied by the customer, pre-existing frame defects, misuse after delivery, or events outside our reasonable control, except where the law provides otherwise.

UK guidance makes clear that businesses cannot use contract terms to avoid responsibility for faulty goods or improperly provided services, so these Terms should be read subject to those statutory protections.

16. Events outside our reasonable control

We are not responsible for delays caused by circumstances outside our reasonable control.

Examples may include significant postal disruption, supplier interruption, severe weather or other events that reasonably prevent us from completing the order on time.

If this happens, we will take reasonable steps to minimise the effect and keep you informed.

17. Website information

We take reasonable care to ensure that descriptions, prices and information on our website are accurate.

Occasionally errors may occur.

If we discover a material error affecting your order, we will contact you before proceeding.

Images and illustrations are for general guidance and may not exactly represent every lens, coating or colour in all conditions.

18. Intellectual property

The Kept name, branding, website content, graphics and original materials may not be reproduced or used commercially without our permission, except where permitted by law.

Third-party names and trademarks remain the property of their respective owners.

19. Privacy

We process personal information, including prescription and order information, in accordance with our Privacy Policy and applicable UK data-protection law.

Please review our Privacy Policy for further information.

20. Changes to these Terms

We may update these Terms from time to time.

The Terms applying to your purchase will normally be those in force when your order was placed.

Changes will not retrospectively remove rights you already have under an existing order.

21. Governing law

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

If you are a consumer resident elsewhere in the United Kingdom, you retain any mandatory consumer protections and rights available to you under applicable law.

Nothing in these Terms prevents you from exercising rights available to you as a consumer.

22. Contacting Kept

Questions about these Terms or an existing Kept order can be sent to:

Kept
Email:hello.kept@outlook.com

Postal correspondence: 348 Torquay Road, Preston, Paignton, TQ3 2DQ

Please do not send glasses to this address unless it is the address shown on the prepaid postage instructions supplied for your order.