Returns & Refund Policy

In accordance with Queensland and Federal consumer laws, we offer a "return to base"  (RTB) warranty process. This means that in all warranty and non-warranty situations (but not including supplied in error) the purchased item must be returned to us before a refund or replacement is issued, and you will be responsible for the cost of the returning the item to us. 

With the exception of "Defective On Arrival" returns, we reserve the right to charge an additional fee if the item is not returned to us in the "as new" condition you received it in, and/or if accessory or packaging items are missing.

Defective On Arrival

We will exchange or refund (at our discretion) any items that are defective, faulty or damaged when received if you notify us (with photos) within 3 days of receiving your order, and post the item back to us within 7 days.

Once we receive the item and confirm the issue that you have identified, we will post out your replacement pair.

If no fault is identified on the returned item, a 20% restocking fee will be applied to your refund.

Items showing signs of intentional damage or misuse will be automatically refunded (without replacement), less a refund reduction of a further 30% of the price originally paid.

Supplied In Error

If we have sent you an item in error that is not the model or magnification that you ordered, please notify us (with photos) within 3 days of receiving your order, and we will arrange for the correct item to be re-sent.

In most cases we won't require you to return the mis-supplied item to us and we suggest that you donate it to your local aged care facility or medical centre.

Please note that a replacement will not be sent without prior supporting evidence that you have received an item that is not "as ordered".

Magnification "Bracketing"

Buying multiple pairs in different magnifications to "test" which one suits you with the intention of returning the pairs that don't suit is not considered a warrantable claim. 

If we do choose to accept a bracketing return, you will be responsible for the return postage and there will be a 20% restocking fee. 

Unsolicited bracketing returns will be returned to the sender unless you have contacted us prior to purchase.

Wrong Magnification, Wrong Size Or Fit, Change Of Mind, or Purchased In Error

For the purposes of this section, these issues are known as "non-warranty returns" as they do not constitute a manufacturing fault or warrantable claim due to a product defect and are not the result of an error or action on our behalf.

Under Australian (and Queensland) Consumer Law we are not required to provide a refund, or accept a return, if you received what you purchased but:

  • you changed your mind post-purchase
  • you bought it “by mistake”
  • you purchased the wrong size or colour
  • you found it cheaper somewhere else
  • you didn't "like" the purchased item
  • you subsequently determined that the purchased item didn't "suit you"
  • you subsequently determined that you had no use for the purchased item

At our discretion we may accept non-warranty return requests within 7 days of you receiving their order, however you will be responsible for the cost of returning the item/s to us.

Refund: If we do accept your non-warranty return request and you opt for a refund, a 20% restocking fee will be applied to the refund.

Exchange: If we do accept your non-warranty return request and you opt for an exchange, an $8.95 re-shipping charge will be payable.

To qualify for a full refund or exchange credit, the item needs to be returned to us "as new" in the same condition as you received it – unworn, unmarked, in original packaging, with tags and stickers attached, and together with the cleaning cloth and microfibre bag that came with them.

An additional fee of up to 30% will be charged if the item is not returned to us in the "as new" condition you received it in, and/or if accessory or packaging items are missing.

Your refund or exchange will be actioned once we have received the returned item.

Undue Care/Normal Wear & Tear

All glasses are QA checked prior to dispatch and photographed as packed to ensure they are free from scratches and marks.

1. Please ensure that you take care when cleaning and using your glasses. Marks, scuffs and scratches that appear after delivery are considered to be normal wear and tear and are not warrantable.

2. Please remove the lens magnification stickers carefully. Marks, scuffs and scratches in the top right corner of the right hand lens will always be due to the purchaser removing these stickers without due care and will not be accepted as manufacturing faults.

3. Cleaning sprays or liquids designed for use on glass or glass lenses contain solvents that will damage plastic lenses and lens coatings.

Undue care and normal wear and tear do not constitute warrantable claims and will not be accepted.

False Claims And Unsolicited Returns

Refunds and returns will not be accepted in cases where intentional damage has been falsely claimed as a manufacturing fault or defect to hide a non-warranty return.

Unsolicited returns are returns that you didn't discuss with us prior to sending the item back to us. Unsolicited returns will not be accepted and will be returned to the sender at their cost.

Compliance

This Returns And Refunds Policy is in accordance with the Refund Policy Guidelines of the Queensland Office Of Fair Trading.