EYEGLASSES POLICY

Shipping and Payment

When you place your order, you can choose your shipping method: choose either a click & collect method to pick up from us at the practice or have your order delivered to your nominated address.

If you order frames with single vision lenses, we will manufacture your order within 3-7 business days and then ship it to you according to your chosen delivery method. If you order frames with an upgraded lens option, such as tinting or higher index lenses, we will manufacture your order within 5-7 business days and then ship it to you according to your chosen delivery method. Your overall expected delivery date will depend on the delivery method chosen.

Please keep in mind that quality assurance technicians inspect and verify each and every eyeglass order. If your eyeglasses happen to fail quality assurance, your expected delivery time will be delayed.

We accept the following forms of online payment: Visa & Mastercard.

No Risk Return Policy

Our 100% Satisfaction Guarantee means that you can trust us to deliver high quality, brand name eyeglasses to you at affordable prices. Our no-risk return policy means that you can order glasses, try them on, and, if you're not satisfied, return them, together with the complimentary accessories shipped to you, within 30 days after the date of purchase for an exchange or full refund. If you'd like to return your eyeglasses, simply visit us at the practice to arrange. If you can’t make it into the practice you will need to organise & incur any costs to deliver the goods to be returned to the practice under this article before a refund will be processed.

We are currently unable to accept returns of eyeglasses if the eyeglasses or their complimentary accessories are not in their original merchantable condition, or if the eyeglasses or their complimentary accessories are returned more than 30 days after the date of purchase.

Frame Guarantee

Your Frame is protected by our exclusive guarantee. We will repair, maintain, adjust or replace your frame, as appropriate, if they fail in any way within two years of purchase.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonable foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Lens Guarantee

Your new lenses are protected by a 12 month manufacturer’s lens coating warranty.

Should a manufacturing fault be identified within the 12 month warranty period, your lenses will be replaced. Please note that this guarantee does not cover scratches or damage that may occur as a result of normal use.

Glasses Care

Handling and treating your glasses with care and undertaking regular cleaning will help ensure your glasses remain in premium condition.

  • Always keep your glasses in their case when not in use
  • Always place your glasses face up when putting them onto a surface
  • Avoid leaving your glasses near extreme heat.
  • Use both hands when handling your glasses.

Prescription

If you are currently our client, we will ensure that your current prescription is used in your glasses. If you have used a different optometrist in the past, they should provide you with a paper copy of your prescription that you can upload to us via the checkout process. Keep in mind that spectacle and contact lens prescriptions can be different, so you should ensure that you are ordering the parameters for your spectacles and not for your contact lenses.

RETURNS POLICY

We will issue a full refund or replacement of goods in all instances where
  1. prescription contact lenses or related products are supplied to the wrong specification as per your prescription;
  2. contact lenses or related products are supplied damaged; and
  3. the products you have ordered are returned to us as undeliverable by the postal service.
  4. product is returned within 30 days of purchase

In all instances (save returns to us as undeliverable) you should contact our customer services to request a return and the relevant return address. A refund or replacement will be issued to you following their receipt at that address within 30 days of that date. If goods are returned as undeliverable, you will be contacted by email for confirmation of the delivery address. If no reply is received within a reasonable period and in any event within 30 days of the return of the goods, then a refund will be made within 30 days of that date.

You will need to organise & incur any costs to deliver the goods to be returned to the practice under this article before a refund will be processed. We may refuse to accept future orders from those who have made previous unsubstantiated claims for non-delivery of goods. Refunds will be limited to the maximum value of the original order, including delivery charges and will only be issued against the same credit or debit card account as supplied to pay for the goods. We reserve the right to proportionately reduce the level of the refund if only some of the original quantity of contact lenses or related products is returned, or if it is clear that some of the products have been used. In the case of goods returned under your cooling off right, these must be returned undamaged and unused to qualify for a refund (no open packages).

The section titles in the Terms and Conditions of Use are for convenience only and have no legal or contractual effect.

Effective Date: January 2015