Happiness Guarantee

2 Year Frame Guarantee (Repair or Replace) 

  • All frame purchases made are eligible for guarantee against manufacturer faults or defects (12 or 24 months depending on frame)

  • We will attempt to repair your frame first and if it is irreparable, we will replace it with the same frame, provided the frame is still available.

  • In the instance the exact product cannot be provided, you may select a new frame as a replacement of similar or equivalent value.

  • If the replacement frame costs more than your original purchase, you will need to pay the difference.

  • Frame guarantee applies only to frames and does not cover any prescription lenses that were dispensed with the frame.

  • Frame guarantee does not cover intentional damage, or normal wear and tear.

  • If a frame is damaged within 2 years for reasons other than a manufacturer defect, we can offer 50% off the current RRP for a replacement of the originally purchased frame, provided it is still available.

  • Maximum of one frame replacement per person per year.

  • This does not apply to safety frames eyewear

2 Year Lens Guarantee 

  • All lenses dispensed are eligible for our “2 Year Lens Guarantee” against manufacturing faults and defects. This includes prescription lenses and lens coatings.

  • Lens guarantee does not cover breakage resulting from misuse, intentional damage, or normal wear and tear.

  • This guarantee is distinct from any prescription guarantees and applies only to manufacturing defects in the lenses.

30 Day Exchange 

  • Under our 30-day exchange guarantee, we will replace your spectacle frames, sunglasses, spectacle lenses, or contact lenses within 30 days of purchase if you are not completely satisfied.

  • To be eligible for exchange, the item must be in new or saleable condition and free from any damage. It must also be returned with all original accessories, packaging, and cases supplied with the item.

  • Contact lenses returned under the 30-day exchange guarantee are only valid if the boxes are unopened and unmarked.

  • If the replacement product is valued lower than your original purchase, we will issue an in-practice credit. This in-practice credit will remain valid for 6 months from the date you collect your replacement product.

  • If the replacement product costs more than your original purchase, you will need to pay the difference.

  • If prescription lenses were included with your original purchase and they are not compatible with the replacement frame, they cannot be transferred. In this case, new lenses with the same prescription will be provided at 50% OFF RRP as an additional cost.

  • This guarantee does not entitle you to a change of mind refund.

Prescription Alteration 

  • If your Optometrist finds a change in your spectacle or contact lens prescription within 3 months of issue (date of prescription, not the data of dispensing), replacement lenses will be remade free of charge.

  • If the optometrist recommends a different lens design and the new lenses are of lesser value than your original purchase, we will provide an in-practice credit. This in-practice credit will be valid for 6 months from the date you collect the remade lenses.

  • If the new lens design costs more than your original purchase, you will need to pay the difference.

  • Our prescription alteration guarantee only applies to lenses purchased at our practice and dispensed with a prescription issued by our Optometrist.

  • Should you experience any discomfort with a prescription dispensed by us please book in to see your optometrist.

Lifetime Service

We offer a complimentary lifetime service on all products purchased at any Eyes@Optometry practice including;

  1. Cleaning – bring your spectacles back for a thorough clean and polish

  2. Specialised fitting and adjustment so they are comfortable to wear

  3. Minor repairs such as screws

This does not cover major repairs which require non-generic parts. Items which have been bent out of shape or require adjustment due to misuse may not be able to be serviced without risk of damage or breakage – your dispenser will always explain the risks associated prior to performing any adjustment or service.

Refunds

  • For all prescription items, Eyes@Optometry reserves the right to withhold 25% of the total amount paid to cover costs incurred should a customer request a refund after collection or cancellation of an order prior to collection.

  • Some refunds can be processed in practice via the HICAPS terminal. Where EFT/bank transfer or private health fund refunds are required, please allow up to 10 business days for the refund request to be processed. These refund types are processed via our Finance team and the turnaround time is dictated by external financial institutions and private health funds.