Your Right to Return

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your glasses.

Important: As glasses are made to your child's prescription, standard distance selling regulations regarding condition of goods may apply.

How to Return

1. Contact us at support@relensify.co.uk within 14 days of receipt
2. Quote your order number (RK followed by numbers)
3. Explain the reason for return
4. We'll provide return instructions and a returns label if applicable

Refund Conditions

Full Refund Applies If:

• Glasses received do not match the prescription we were provided
• Frames or lenses are faulty or damaged on arrival
• Wrong frame or lens type was dispatched
• You changed your mind within 14 days (glasses must be unused and in original packaging)

Partial Refund or Exchange May Apply If:

• Glasses don't fit comfortably (we'll offer size exchange)
• Prescription has changed since ordering (we may offer remake at reduced cost)

No Refund Applies If:

• Glasses have been worn regularly for more than 14 days
• Damage occurred after delivery through normal use or mishandling
• Prescription provided to us was incorrect (though we may offer remake at cost)

Refund Process

Once we receive and inspect returned glasses:

• Approved refunds: Processed within 5-7 working days to original payment method
• Exchanges: New glasses dispatched within 5-7 working days of receiving return

Return Costs

• Faulty or incorrect items: We cover return postage
• Change of mind: Customer covers return postage (we recommend tracked service)
• Size exchanges: We cover both return and replacement postage

Prescription Glasses Are Regulated Products

Please note:

• All glasses are made to your child's specific prescription
• Our Dispensing Optician reviews every order before production
• If an order is rejected by our DO before dispatch, no charge is taken
• Returns due to incorrect prescription information may not qualify for full refund

Warranty

All frames and lenses carry a 12-month warranty against manufacturing defects.

This does not cover:

• Normal wear and tear
• Accidental damage
• Damage from improper care or storage

For warranty claims, contact us with photos of the issue.

Questions About Returns?

Contact our customer service team:

Email: support@relensify.co.uk