In this Returns Policy, “EyeQ”, “we”, “our”, “us” refers to Luxottica Retail Australia Pty Limited (ACN 000 025 758) for purchases in Australia; and Luxottica Retail New Zealand Limited (CN 636829) for purchases in New Zealand, and our related bodies corporate and ultimate holding company Luxottica Group S.p.A where applicable.
Our Change of Mind Returns Policy is offered in addition to other rights and remedies you have under the local consumer law.
We are confident that you will love the frames you select at the time of purchase. However, if you find you would prefer a different pair, you have 30 calendar days from the first date of purchase to come in and exchange your order in store.
For prescription orders placed but not yet delivered or collected, any payments (full or partial) are non-refundable under our Change of Mind Policy. You will be entitled to an exchange an EyeQ to the equivalent value of payments made.
For exchanges where the new pair is at a higher price point, you will be required to pay the difference.
Please read this in addition to our other policies www.eyeq.com.au. Note, your product is only eligible for exchange once under our Change of Mind Policy.
Our Change of Mind Policy does not apply to the following products: contact lenses, engraved and or customised products, accessories, special sales items.
For Change of Mind returns for in-store purchases at EyeQ, you must present to an EyeQ store within 30 calendar days in the country of purchase and we will offer you an exchange for a new product.
To be eligible to exchange your purchase under our 30-Day Change of Mind policy, you will need proof of purchase (Store Receipt or Tax Invoice issued by an EyeQ store) and the product and case must be in the original “as new” condition.
For purchases tendered via Afterpay you will be responsible to pay out any outstanding instalments via Afterpay.
For exchanges where the new pair is at a higher price, you will be required to pay the difference with an accepted payment method at the time of exchange.
Afterpay terms and conditions may apply.
For prescription orders where you wish to return or cancel under the Change of Mind policy, please note that the value of any full or partial payments are non-refundable under our Change of Mind Policy.
We cannot accept Change of Mind exchanges on contact lenses, engraved and or customised products. Our Change of Mind policy does not apply if you have broken or damaged the product in any way and is not in an ‘as new’ saleable condition.
Only in circumstances where your sunglasses or frame-only product is in saleable condition, meaning the product is unused, unworn, in original sealed packaging, with the original case and with the original price tags attached, our team members will assess the item to determine if the product meets the above criteria to be eligible for a Change of Mind refund.
Collection in Store:
Once your order has arrived at the store, our staff will make reasonable attempts to contact you via the contact details provided to arrange collection. If you do not collect the order within 30 calendar days of the arrival date, the product will be returned back to the warehouse. We recommend to collect your order as soon as possible and within 14 days if you wish to enjoy the benefit of our Change of Mind Policy which is only valid 30 calendar days from the arrival date. Please consider this in addition to any terms of sale – generally any deposits or payments made in store are non-refundable except as outlined in this policy.
Product quality is a priority for us. Unfortunately, we don’t offer repair services or spare parts. If your product is defective within 24 months of purchase, simply present to an EyeQ store in the country of purchase and we will replace them or offer you a refund at your request in accordance with our policy. This warranty is in addition to any rights and remedies available to you under the local consumer law. For more information on our warranty policy please click here
The applicable consumer laws in Australia protect consumers by giving them certain guaranteed rights when they buy goods and services. 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 or substantial failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced at our discretion if the goods fail to be of acceptable quality and failure does not amount to a major or substantial failure.
In addition, some products may come with an additional manufacturer’s warranty as indicated in the documentation provided with the product. You can make a claim under this additional warranty directly with the relevant manufacturer, or by speaking with one of our staff. It may be necessary for us to send your product to the for it to be assessed within a reasonable period of time.
Customers must present to an EyeQ store in the country of purchase to process in-store all returns, exchanges and any warranty claims.
These warranties do not cover; certain scratches on lenses, defects caused by accident, abuse, neglect, shock, improper use, or storage of the product; unauthorised modifications or repairs; normal wear and tear.
Our contact lens provider Alcon is experiencing delays fulfilling orders due to a cyber-security incident involving their freight partner, Toll Group. These delays are across their entire network of optical retailers in Australia. We apologise for an inconvenience caused and encourage you to contact your local EyeQ practice for any urgent requirements.
