Returns & warranty
What to do if something isn't right with your order.
Draft for review. This page is placeholder copy. Replace it with your approved policy before the site goes live. Highlighted items need your details.
Your consumer rights
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 compensation for any other reasonably 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.
Prescription orders
Prescription lenses are made to order for you. [Set out your policy for change-of-mind returns and remakes on prescription orders].
If your lenses don't match your prescription, contact us and we'll arrange a remake.
Non-prescription items
[Set out your change-of-mind return window and conditions, for example unworn and in original packaging].
Warranty
Frames are covered against manufacturing defects for [X months] from delivery. The warranty doesn't cover damage from impact, misuse or normal wear and tear.
How to make a claim
Contact us or call 1800 669 764 with your order number and a description of the problem, and we'll guide you through the next steps.