Terms and Conditions

1.About us

This website, www.optoglassesrepair.co.uk, is owned and operated by:

Opto Glasses Repair LTD
Registered business address:
Unit Da2 Sutherland House
43 Sutherland Road
London
England
E17 6BU
Registered in England: 16243828

2. Contract with Us

2.1 When you place an order with us, you are making an offer to purchase goods/services. We will send you an email to confirm that we have received your order.

2.2 Once we have received and reviewed your order, we will send you another email to confirm that we accept your order, at which point a contract is formed between us.

2.3 In rare cases where goods/services are unavailable, or there has been a pricing error, we will notify you. You will not receive an order acceptance email, and no contract will be formed.

2.4 The images of products/services on this website are for illustrative purposes only. Your goods/services may differ slightly from those displayed and, unless otherwise stated, will not include accessories shown in the images.

2.5 We have made every effort to display product/service colours and designs as accurately as possible. However, we cannot guarantee that the actual products will match exactly.

2.6 Due to the age, condition, materials, construction, previous use, previous repairs, wear, deterioration or existing damage of some eyewear, repair work may involve inherent risks. Older, fragile, brittle, worn, degraded, previously repaired or previously damaged frames may not withstand the stresses involved in cleaning, heating, polishing, bending, adjustment, laser welding, component replacement or other repair processes.

During the repair process, the frame, lenses or components may crack, split, break, deform, discolour, weaken, become damaged or become irreparable or unusable. In some circumstances, damage may occur to an adjacent or previously undamaged area of the eyewear as a consequence of working on another part of the frame.

We will carry out repair work with reasonable care and skill. However, where damage or failure results from the inherent condition, age, construction, material, deterioration, previous damage or previous repair of the eyewear, and not from our failure to exercise reasonable care and skill, we will not be responsible for such damage or failure.

By sending eyewear to us for repair, the customer acknowledges that these inherent risks may exist. Where we identify a significant risk before commencing the repair, we will endeavour to inform the customer where reasonably practicable. However, not all risks can be identified or predicted before the repair process begins.

We cannot guarantee that every repair will be successful or that eyewear will remain in exactly the same condition throughout the repair process.

Nothing in this clause limits or excludes any liability or statutory right that cannot lawfully be limited or excluded.

2.7 The eyewear may have pre-existing scratches, marks, cracks, crazing, discolouration, fading, corrosion, oxidation, surface wear, material deterioration, distortion, looseness or other defects which may not be immediately visible or may only become apparent during inspection, cleaning, polishing, heating or repair. The appearance or visibility of a pre-existing defect after repair does not, by itself, establish that the defect was caused by us. Customers are encouraged to photograph the eyewear from multiple angles before sending it to us and to retain those photographs as a record of its condition before repair. Where appropriate, we may photograph or otherwise record the condition of the eyewear before commencing repair.

2.8 Cleaning, polishing, buffing, sanding, heating, laser welding, adhesive bonding, adjustment or other repair processes may reveal, emphasise, alter or make more visible pre-existing defects or imperfections. Such processes may also result in reasonable and unavoidable changes to the appearance, surface finish, texture, gloss, colour or feel of the repaired area. Unless expressly agreed in writing before the repair, we do not guarantee that the repaired area will be cosmetically indistinguishable from the surrounding or original material.

2.9 By placing an order and sending eyewear to us for repair, the customer confirms that they have had the opportunity to read these Terms and Conditions and acknowledges the repair risks described in them. Acceptance of these risks does not remove or reduce any statutory consumer rights or any liability that cannot lawfully be excluded or limited.

2.10 Where an original manufacturer part is unavailable, discontinued, obsolete or unsuitable, we may use a compatible replacement or aftermarket component where appropriate. replacement or aftermarket components may differ from the original component in colour, finish, texture, shape, dimensions or appearance. Unless expressly agreed in writing before the repair, we cannot guarantee an exact cosmetic or dimensional match with the original component.

2.11 A repaired item may show visible or tactile evidence of repair.
Depending on the repair method and the original condition of the eyewear, the repaired area may have a different colour, gloss, texture, surface finish or appearance from the surrounding material.
Such differences do not necessarily indicate a defective repair where the repair has been carried out with reasonable care and skill.

3. How to Place an Order

3.1 You can place an order via our website by selecting the product/service you wish to purchase and adding it to your cart. You may remove unwanted items from your cart at any time.

3.2 Shipping charges will be displayed before you complete your order.

3.3 Full payment is required at the time of ordering.

3.4 We use secure payment options for online purchases. Payments can be made using Visa, Mastercard, Discover, American Express, PayPal, Google Pay, or Apple Pay.

3.5 All prices displayed on our website are in British Pounds (£) and include applicable taxes.

3.6 Once your order is confirmed, changes may not be possible and could incur additional charges or delays.

3.7 We will send you an email with the necessary details once your order is complete.

3.8 We do not store credit card details and do not share customer details with third parties, except where necessary for business operations such as shipping.

4. Delivery & Shipping Fees

4.1 Products/services are usually repaired and dispatched within 1-4 business days. Estimated dispatch dates are subject to change without notice.

4.2 We will deliver the repaired goods to the delivery address provided with your order. If you request or authorise the delivery company to leave the package unattended or in an alternative location, you accept responsibility for any loss or damage occurring after the package has been left as requested, subject always to your statutory consumer rights.

Delivery times are estimates and may be affected by circumstances outside our reasonable control..

4.3 Disposal of packaging materials and replaced parts after repair is your responsibility.

4.4 After two failed delivery attempts (or failure to be home for a scheduled delivery), goods may be returned to us, and we reserve the right to charge additional re-delivery fees.

4.5 If you change the delivery address after the goods have been dispatched, we reserve the right to charge you for any additional costs incurred for redirection.

4.6 Delivery of the repaired eyewear is carried out by Royal Mail. Delivery access, delivery attempts, and any conditions relating to how a parcel is delivered are subject to Royal Mail’s own delivery terms, conditions and policies, which are outside our control.

4.7 In the event that the repaired eyewear is lost or damaged while being returned to the customer, the customer must contact Royal Mail directly to make any claim for compensation. Opto Glasses Repair Ltd will provide the customer with the relevant Royal Mail postage label (digital Copy), tracking information and shipment details available to us. Opto Glasses Repair Ltd does not submit or manage compensation claims with Royal Mail on behalf of the customer. Any compensation claim must be made directly by the customer with Royal Mail and is subject to Royal Mail’s applicable terms, conditions, compensation policies and claim procedures.

4.8 We will not be responsible for delays caused by circumstances outside our reasonable control, including severe weather, flooding, fire, accidents, transport disruption, industrial action, war, civil unrest or failures by third-party delivery providers. We will take reasonable steps to minimise the effect of such delays and keep you informed where reasonably possible.

4.9 Time is not of the essence unless explicitly stated otherwise in the contract.

4.10 When sending your eyewear to us for repair, you are responsible for the cost of shipping. We recommend using Royal Mail for reliability and tracking, but you are free to use any courier or postal service of your choice. Please ensure the eyewear is sent to the address provided to you by email, and that it is packaged securely to withstand transit.

4.11 Return shipments are sent using Royal Mail services. Any compensation that may be available for loss or damage during transit is provided solely by Royal Mail and is subject to the Royal Mail service selected and its applicable terms, conditions, exclusions and compensation policies. Opto Glasses Repair Ltd does not provide insurance for return shipments and does not guarantee or accept responsibility for any compensation that may or may not be paid by Royal Mail.
Any compensation available is determined solely by Royal Mail and is not a guarantee of the value of the eyewear being returned.

4.12 Any claim arising from loss or damage to the customer’s eyewear during return transit is a matter between the customer and Royal Mail. The customer is responsible for making any claim directly with Royal Mail and for providing any evidence required by Royal Mail, including evidence of ownership and the value of the eyewear. Opto Glasses Repair Ltd does not determine, guarantee or pay any Royal Mail compensation and is not responsible for the outcome of any claim made with Royal Mail. Opto Glasses Repair Ltd’s responsibility is limited to providing the customer with the Royal Mail postage label, tracking information and shipment details available to us. In the event that a return shipment containing the customer’s eyewear is lost in transit, Opto Glasses Repair Ltd’s liability shall be limited to a refund of the repair fee paid to Opto Glasses Repair Ltd for the repair service, subject always to the customer’s statutory rights.

4.13 Our return shipping service is currently available to addresses within the UK mainland and Northern Ireland only, subject to the delivery services available through Royal Mail. We are unable to guarantee return delivery to addresses outside these areas. If a customer provides an address that is not eligible for our available return shipping service, we may contact the customer to request an alternative UK mainland or Northern Ireland delivery address before dispatch. Any additional postage or delivery costs arising from a customer-requested alternative delivery arrangement may be payable by the customer.

4.14 For standard, paid repair orders, we provide free return shipping using Royal Mail Tracked 24. If you would like to use a different or upgraded shipping service for the return of your repaired eyewear, you may select and pay for this option at checkout, where available. Where no such option is selected, your repaired eyewear will be returned using Royal Mail Tracked 24 at no additional cost.

4.15 Clauses 4.7 and 4.11 to 4.14 above describe the free return shipping service that we provide as part of a standard, paid repair order. This free return shipping service does not apply to repairs carried out under the warranty described in Section 6.2. Where a repair is a warranty repair, the customer is responsible for arranging and paying for both the outbound shipment of the eyewear to us and the return shipment of the eyewear back to the customer.

5. Cancellation & Returns

5.1 This policy does not apply to businesses ordering goods under the Distance Selling Regulations or to goods/services that cannot be cancelled.

5.2 If the repair process has not yet started, you may request a cancellation. However, as we aim to repair items the same day, you must notify us before the repair begins. Cancellations must be made via email. We do not accept cancellations via telephone. Items that have undergone repair may not be reversible.

5.3 You do not need to provide a reason for cancellation. However, feedback helps us improve our services.

5.4 Refunds will be processed within 30 days, excluding shipping/postage fees. Refunds will be credited to the original payment method.

6. Services Warranty

6.1 If there is a problem with the goods, please email us with details. We will address the issue in accordance with your legal rights.

6.2 Repairs are covered by a six-month warranty from the date of repair.

This warranty applies only to defects directly attributable to our workmanship. This warranty covers workmanship (labour) only and does not cover parts or any shipping or postage costs.

Where a defect covered by this warranty occurs, we will, where reasonably practicable, carry out a free re-repair in respect of the workmanship covered by this warranty. The customer is responsible for the cost of sending the eyewear to us for a warranty repair. The customer is also responsible for the cost of the return shipment once the warranty repair has been completed. The free return shipping service described in Section 4 applies only to paid repair orders and does not apply to warranty repairs.

The warranty does not cover:

• damage caused by accidental breakage, impact, misuse or neglect;
• damage caused during shipping or transit;
• normal wear and tear;
• deterioration, ageing, brittleness or failure of the original frame material;
• pre-existing damage or defects;
• damage resulting from a previous repair or modification;
• damage to an area adjacent to a repaired area where such damage results from the inherent condition or weakness of the eyewear;
• cosmetic differences that were reasonably inherent in the repair process;
• damage resulting from subsequent repairs, modifications or alterations carried out by another person or company.

Nothing in this warranty limits the customer’s statutory rights.

Where a repair is covered by this warranty, our remedy will normally be re-repair rather than a refund, subject to the customer’s statutory rights.

6.3 We do not guarantee that every item submitted for repair can be successfully repaired. Some eyewear may be unsuitable for repair because of its age, construction, material, deterioration, brittleness, previous damage, previous repair, lack of suitable components or the condition of the item. This may include, without limitation, plastic-metal hybrid frames, wooden frames, degraded plastics, brittle materials and frames which have previously been subjected to repair, modification, heating, chemical treatment or other alteration. Where an item cannot reasonably be repaired, we will inform the customer where reasonably practicable and return the item in accordance with our applicable shipping arrangements. Nothing in this clause limits the customer’s statutory rights or any liability that cannot lawfully be excluded or limited.

6.4 Where we are unable to complete a repair because of the condition, age, construction, material, deterioration, previous damage, previous repair or other inherent characteristic of the eyewear, we will refund the repair fee where applicable.

Subject always to the customer’s statutory rights and any liability that cannot lawfully be excluded or limited, we will not be responsible for losses that are not caused by our failure to provide the repair service with reasonable care and skill.

We are not responsible for the replacement value, sentimental value, loss of use, loss of opportunity, inconvenience or other consequential loss arising solely because an item was unsuitable or unable to be repaired, where such liability can lawfully be excluded or limited.
6.5 Our services do not include any type of lenses replacement or lens repair.

7. Liability

7.1 Nothing in these Terms excludes or limits any liability which cannot lawfully be excluded or limited under applicable law.

Nothing in these Terms affects any statutory rights or remedies available to consumers.

7.2 We are responsible for providing our repair services with reasonable care and skill as required by applicable law.

Where damage is caused by our failure to exercise reasonable care and skill, nothing in these Terms is intended to exclude or unlawfully limit our liability.

7.3 Where damage, failure or deterioration occurs because of the age, material, construction, brittleness, deterioration, previous damage, previous repair, modification or other inherent condition of the eyewear, and not because of our failure to exercise reasonable care and skill, we will not be responsible for that damage or failure to the extent permitted by law.

7.4 Subject to the customer’s statutory rights and applicable law, we are not responsible for indirect or consequential losses which were not reasonably foreseeable at the time the contract was entered into.

This may include, where legally permissible, loss of profit, loss of business, loss of revenue, loss of opportunity or other consequential financial loss.

7.5 Unless expressly agreed otherwise in writing, our service relates only to the eyewear submitted for repair. We are not responsible for loss or damage to unrelated personal belongings or property sent with the eyewear.

7.6 Nothing in these Terms is intended to exclude liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability which cannot lawfully be excluded or limited.

8. Customer Responsibilities

8.1 Customers must provide all necessary details for repairs, including name, address, and contact information. Where a repaired item cannot be delivered (for example, because it is returned to us as undeliverable, or the customer does not respond to our attempts to arrange redelivery), we will store the item for three months from the original dispatch date before disposal.

8.2 Customers are responsible for providing accurate and complete information required to identify the eyewear, parts or repair requested.

Where a customer provides an incorrect part number, model number, colour, size, specification or other information, additional charges, delays or the supply of an unsuitable component may result.

We are not responsible for additional costs or delays arising solely from inaccurate or incomplete information supplied by the customer, subject to our statutory obligations.

9. Governing Law & Jurisdiction

9.1 This agreement is governed by English law. Disputes shall be subject to the exclusive jurisdiction of England and Wales.

*Free return shipping applies to standard paid repair orders only, using Royal Mail Tracked 24. It does not apply to repairs carried out under the workmanship warranty — see Section 6.2 and Section 4.14–4.15 above for details.

Easy Online Process We aim for our customers to complete the service purchasing and repair process in the easiest way.
Nationwide Service We try to reach every possible place in the UK with Royal Mail services.
Fast Repair Service We try to complete repairs on the same day if possible, but depending on the damage and condition of the parts, it can take up to 4 business days. If it cannot be repaired within this period, we will return it free of charge.
Guaranteed Repair We give 6 months of warranty for our repairs as workmanship.
Latest Technology We always try to use the latest technological devices and trained personnel for our repairs.