Terms and Conditions

Last Updated: January 18, 2026

1. About Us

Trading Name: Reframify Kids
Registered Office: Suite 3, 45 Salisbury Road, Cardiff, CF24 4AB
Contact: support@relensify.co.uk

2. Definitions

• "We," "Us," "Our": Reframify Kids
• "You," "Customer": The parent/guardian placing the order
• "Child": The person aged 3-16 for whom glasses are being ordered
• "Product": Prescription glasses (frame + lenses)
• "DO": Dispensing Optician (GOC registered)
• "GOC": General Optical Council

3. Who Can Order

• You must be 18+ and the parent/guardian with parental responsibility for the child
• You must have legal authority to consent to medical treatment for the child
• The child must be aged 3-16 years at the time of order
• You confirm you have read and understood our Privacy Notice

4. Ordering Process

4.1 Prescription Requirements

• You must provide a valid, current prescription from a registered optometrist
• Prescriptions must be dated within the last 24 months
• We reserve the right to contact the prescribing optometrist to verify details
• You are responsible for ensuring prescription accuracy

4.2 Pupillary Distance (PD) Measurements

• You must provide an accurate PD measurement
• We recommend professional measurement by an optician
• Self-measured PD may require verification (additional time/cost may apply)
• Our DO may request re-measurement if values appear incorrect

4.3 Dispensing Optician Review (Mandatory)

• Every order is reviewed by our qualified DO before production
• DO review typically takes 24-48 hours
• The DO may approve, hold (request clarification), or reject the order
• We will email you the DO's decision
• You agree to provide any additional information requested by the DO

4.4 Payment

• Payment is authorized at checkout but not captured until DO approval
• If your order is rejected, no payment will be taken
• If held, payment is captured once clarification is provided and order approved
• Prices include VAT exemption (prescription eyewear is zero-rated)
• £17 DO supervision fee is included in all orders

5. Contract Formation

1. Your order is an offer to purchase
2. We provide an on-screen order confirmation and (where enabled) Stripe may send a payment receipt
3. Contract forms when the DO approves your order
4. We contact you once the dispensing optician review is complete
5. If DO rejects, no contract is formed and no payment is taken

6. Delivery

• Lead Time: 10-15 working days from DO approval
• Delivery: UK mainland addresses only (excluding Highlands, Islands)
• Tracking: Provided when order is dispatched
• Failed Delivery: We will attempt redelivery (additional charges may apply)
• Risk: Risk passes to you upon delivery

7. Returns and Refunds

7.1 Before DO Approval

• You may cancel at any time before DO approval
• Full refund (no payment will have been captured)
• Email: support@relensify.co.uk with your order ID

7.2 After DO Approval (Customized Products Exception)

7.3 Faulty or Incorrect Products

We WILL provide a refund or replacement if:

• Glasses do not match the prescription you provided
• Frames are damaged or defective
• Lenses are defective or incorrectly made
• We made an error in processing your order

Returns Process:

1. Contact us within 30 days of delivery
2. Provide photos of the issue
3. Return glasses in original condition (we provide returns label)
4. We inspect and issue refund or replacement within 14 days

7.4 Change of Mind (No Fault Returns)

We do NOT accept returns for:

• Change of mind after production
• Child dislikes the style
• Incorrect PD measurement provided by you
• Prescription change after order

8. Our Warranties

• Frames are warranted against manufacturing defects for 12 months
• Lenses are warranted against manufacturing defects for 12 months
• Warranty does not cover: damage, misuse, normal wear, scratches, loss
• Warranty repairs/replacements do not extend the warranty period

9. Limitation of Liability

9.1 What We Are Responsible For

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Defective products under Consumer Rights Act 2015

9.2 What We Are Not Responsible For

• Errors in prescription provided by you
• Inaccurate PD measurements provided by you
• Child's refusal to wear glasses
• Prescription changes after order
• Vision problems not caused by our glasses
• Indirect losses (e.g., time off work, disappointment)

9.3 Maximum Liability

Our total liability for any claim (except personal injury/death) is limited to the amount you paid for the product.

10. Intellectual Property

• All content, logos, designs are owned by us or licensed to us
• You may not copy, reproduce, or use our content without permission
• Product images are for illustration; actual frames may vary slightly

11. Data Protection

We process personal and health data in accordance with UK GDPR and DPA 2018. See our Privacy Notice for full details.

12. Complaints

Step 1: Email support@relensify.co.uk with your order ID and issue
Step 2: We will respond within 2 working days
Step 3: If unresolved, you may refer to Alternative Dispute Resolution (ADR) provider

13. Governing Law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Changes to Terms

We may update these terms from time to time. Changes will be posted on this page with an updated "Last Updated" date. Continued use after changes constitutes acceptance.

15. Contact Us

Email: support@relensify.co.uk

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