Terms and Conditions
Non-Tolerance to Prescriptions:
It is the responsibility of the dispensing practice to resolve any non-tolerance issues and if necessary to issue a new dispense. The dispensing practice has the contract with the patient and they should ensure that the patient has spectacles that are fit for purpose. It is not always easy to ascertain whether a non-tolerance issue is due to a small prescription difference, a particular lens type, the frame/lens fitting, a fault in the spectacles or a combination of these. In any event, all practices experience a small proportion of non-tolerance cases in their own dispensing and this is already factored into the practice costs. This advice is given by the Optical Confederation.
It is the responsibility of the dispensing practice to resolve any non-tolerance issues and if necessary to issue a new dispense. The dispensing practice has the contract with the patient and they should ensure that the patient has spectacles that are fit for purpose. It is not always easy to ascertain whether a non-tolerance issue is due to a small prescription difference, a particular lens type, the frame/lens fitting, a fault in the spectacles or a combination of these. In any event, all practices experience a small proportion of non-tolerance cases in their own dispensing and this is already factored into the practice costs. This advice is given by the Optical Confederation.
Martin Reynolds Opticians – Practice Terms & Conditions
Effective date: 2 March 2026
Applies to in‑practice services and purchases (including bespoke prescription eyewear).
1. About us
These Terms & Conditions (“Terms”) set out how we provide services and supply goods when you purchase in practice.
Business details (please complete):
4.1 Deposits
If you ask us to fit new lenses into an existing frame you provide (“reglazing”), the following applies:
These Terms are governed by the laws of England and Wales and the courts of England and Wales will have jurisdiction.
Effective date: 2 March 2026
Applies to in‑practice services and purchases (including bespoke prescription eyewear).
1. About us
These Terms & Conditions (“Terms”) set out how we provide services and supply goods when you purchase in practice.
Business details (please complete):
- Trading name: Martin Reynolds Opticians
- Address: 24 North Street, Bishops Stortford, Herts. CM23 2LW
- Telephone: 01279 757767
- If you need to cancel or rearrange an appointment, please contact us as soon as possible.
- Late arrival may shorten your appointment or require rebooking, depending on clinic capacity.
- Where clinically appropriate, we may recommend follow‑up appointments or referrals.
- We will confirm pricing before you place an order.
- A contract is formed when we accept your order and/or take a deposit/payment.
- Prescription spectacles and many lenses are made to your individual specification (bespoke goods).
4.1 Deposits
- We may request a deposit before ordering goods (typically 50% of the total price) and the balance is payable on collection or prior to dispatch.
- Where goods are bespoke (for example, prescription lenses made to your specification), we may start work and incur costs immediately after the order is placed.
- For bespoke goods (including prescription lenses), you do not have an automatic right to cancel purely because you have changed your mind once production has started.
- If you ask to cancel after we have incurred costs, we may retain an amount from your deposit that reflects the actual costs we have reasonably incurred up to the point of cancellation (for example, lens manufacturing costs, glazing, and supplier charges).
- If the costs we have incurred are less than the deposit paid, we will refund the unused balance.
- If you cancel before we have started work or incurred supplier charges, we will refund your deposit in full.
- Nothing in these Terms affects your legal rights if goods are faulty, not as described, or not fit for purpose.
- If you believe there is a fault, please notify us promptly so we can inspect and offer an appropriate remedy (repair, replacement, or refund where applicable).
- We will dispense according to the prescription provided and the measurements taken at the time of order.
- We recommend attending a fitting/collection appointment so we can check comfort, alignment and vision where appropriate.
- Some lens designs (including varifocals) require an adaptation period; we will advise you on what to expect and how to wear them.
If you ask us to fit new lenses into an existing frame you provide (“reglazing”), the following applies:
- You are responsible for ensuring the frame is suitable and in good condition. Older frames or those previously repaired may be more likely to fail.
- We will take reasonable care, however frames can crack or break during lens removal, glazing, heating, or adjustment. This risk increases with age and material fatigue.
- If your frame breaks during reglazing, we will discuss options with you. Unless the break was caused by our failure to use reasonable care and skill, we are not responsible for replacing your frame.
- A deposit may be required before ordering lenses for reglazing.
- Tint colour intensity and appearance can vary depending on lens material and coatings. We will advise you before processing.
- Once tinted or specially coated to order, lenses are bespoke goods.
- We will notify you when your order is ready.
- If you request delivery, delivery times are estimates and may vary due to manufacturing and courier factors.
- We may charge for postage/packaging where applicable.
- If an order is not collected within a reasonable period, we may contact you to arrange collection or delivery; we may also charge reasonable storage costs if goods remain uncollected for an extended period.
- We provide reasonable aftercare for purchases made with us, including routine adjustments (subject to wear and tear and frame condition).
- Accidental damage, misuse and normal wear and tear are not manufacturing defects.
- If the manufacturer provides a warranty, we will help you make a claim where applicable.
- If you are unhappy with our service or goods, please contact the practice first so we can try to resolve your complaint promptly.
- If we cannot resolve the complaint, you may be able to contact the Optical Consumer Complaints Service (OCCS).
- OCCS contact details: 0344 800 5071 | 6 Market Square, Bishop’s Stortford, CM23 3UZ
- We process personal data in accordance with our Privacy Policy and applicable UK data protection law.
- Clinical records are retained in line with professional and legal requirements.
- We do not exclude or limit liability where it would be unlawful to do so (including for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation).
- Subject to the above, we are responsible for foreseeable loss and damage caused by our failure to use reasonable care and skill.
These Terms are governed by the laws of England and Wales and the courts of England and Wales will have jurisdiction.
Freedom Of Information
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