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.
Applies to: complete Pairs (Frames and Lenses), lenses only, Sunglasses, Frame-only, Contact lens purchases and all Eyecare and Hearing Accessories.
Our Change of Mind Returns Policy for eyewear, eyecare products and hearing accessories is offered in addition to other rights and remedies you have under the local consumer law. This policy does not apply to Nuance Audio Glasses. Please see our 30 day satisfaction guarantee for Nuance Audio Glasses.
We are confident that you will love the frames you select at the time of purchase. However, if you find you are not satisfied you may exchange eligible products for change of mind within 30 days at any EyeQ store in the country of purchase, with your proof of purchase, under the following conditions:
Please read this in addition to our other policies www.eyeq.com.au. This policy does not apply to defective or faulty products.
At EyeQ we want you to feel confident and comfortable with your Nuance Audio Product. Simply return in store within 30 days of your purchase and we’ll work with you to find a solution.
Nuance Audio products can be returned to any EyeQ store in the country of purchase.
Products must be returned in their original condition, including all parts, accessories, and packaging. This guarantee applies to the original purchase and does not cover accidental damage, scratches, breakage, or theft. Any refunds will be refunded back to the original payment method (excluding cash).
With purchases of Nuance Audio Glasses, you can also return prescription products.
For returns of lenses where you wish to keep your Nuance Audio glasses, please see our Eyewear and Eyecare Change of Mind Policy. You may not return Nuance frames but keep the custom lenses, or place them in other frames.
This is in addition to your rights under the Australian Consumer Laws.
Please read our change of mind policy to ensure your item is eligible for a return. To return an item purchased in store, you must present to an EyeQ store in your country of purchase and meet the conditions of our change of mind policy. Our team members will assess the item to determine if the product meets the above criteria to be eligible for a Change of Mind return.
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.
If delivery is unfulfilled by the courier your order will be returned to the warehouse. You will need to contact the store of purchase and provide them with the receipt number to organise redelivery or collection from store. If we determine that your order is lost in transit or returned to sender, then a replacement order will be arranged in store. Any associated shipping fees will be at the expense of the customer.
Please consider this in addition to any terms of sale in store – generally any deposits or payments made in store are non-refundable except as outlined in this policy.
Please note that delivery fees are non-refundable.
Purchases made via SmartShopper are purchases made in store where the product is not available on the day. These purchases are bound by the same terms stipulated above.
SmartShopper orders (being for stock that is not available in store on the day) are placed at the time of payment and you will be responsible for collecting your purchase at a later date. This is either in store or if delivery to home is elected, upon receiving from the courier. For returns and exchanges, please return to the EyeQ store of purchase. In the event where your product is defective or cancelled due to being out of stock, you are entitled to an exchange or full refund to your original payment method. In the event of a missed delivery, refused delivery or if the customer is uncontactable to collect their purchase upon arrival, the terms stipulated above apply.
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 and New Zealand 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 or New Zealand 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. Refunds will be given by refunding payments onto your credit or debit card, or if that is not possible, by cheque. No refunds will be given for purchases of gift cards.
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 Frame, Sunglass or Lens products are guaranteed for a period of twenty-four months from the date of purchase against all manufacturing defects. If your purchase is deemed by us to be defective, bring it back to an EyeQ store in the original country of purchase along with proof of purchase, and we will replace them or give you a refund at your request. We reserve the right to refuse to provide a refund or replacement if the problem has, for instance, arisen because the product was misused by the customer.
This warranty does not cover; 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 including loss of screws. Please note this warranty is in addition to the other rights and remedies you have under the applicable laws.
Unfortunately, we don’t offer repair services or spare parts. Customers must present to an EyeQ store in the country of purchase to process in-store all returns, exchanges and any warranty claims.
Your hearing aids and accessories come with a manufacturer’s warranty covering defects in design, materials and workmanship, so you can feel confident in your investment. A manufacturer’s warranty does not cover damage caused by accident, misuse, damage, neglect, normal wear and tear, loss or theft, moisture damage, or repairs by unauthorised or unqualified third parties.
Nuance Audio products come with a manufacturer’s warranty for a period of two years from the date of purchase against all manufacturing defects. Download the full Nuance Audio products warranty here.
The Nuance Audio product warranty does not apply to any lenses fitted to the Nuance Audio Glasses frames. For the warranty available on any lenses, please see EyeQ Warranty for lenses.
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.
