Refund policy

Return & Refund Policy

At ReLens Direct, all lenses are manufactured specifically to the individual prescription, frame, and options selected at the time of order. As our products are bespoke and custom-made, we ask customers to review all order details carefully before placing an order.

Bespoke Products – No Refunds

Due to the personalised nature of prescription lenses, we do not offer refunds or returns once an order has been confirmed and production has begun. This includes, but is not limited to:

  • Change of mind

  • Incorrect prescription details supplied by the customer

  • Incorrect frame measurements or specifications provided by the customer

This policy is in accordance with UK consumer regulations relating to customised and personalised goods.

Manufacturing Errors

If an error has occurred during manufacturing or glazing and the lenses do not meet the specifications of the order, ReLens Direct will arrange a remake or correction at no additional cost.

All issues must be reported within 14 days of receipt of the completed order.

Faulty Products

If your lenses are faulty due to a manufacturing defect, please contact us as soon as possible. Where a fault is confirmed, we will repair or remake the lenses in line with your statutory consumer rights.

Customer-Supplied Frames

When sending frames to ReLens Direct for reglazing:

  • Frames must be structurally sound and suitable for new lenses

  • We cannot accept liability for damage to frames that are fragile, previously repaired, or weakened through normal wear

If a frame is found to be unsuitable for reglazing, we will contact you before proceeding.

Contact Information

If you believe there is an issue with your order, please contact us at info@relensdirect.com quoting your order number and details of the concern. We are committed to resolving all matters fairly and efficiently.