New Eye Company P/L - Returns, Refunds & Warranty Policy

This Returns, Refunds & Warranty Policy applies only to products purchased directly from this website.

You Received a Faulty Product

Provided that you return your purchased product in the condition in which you received it, including all tags plus your receipt and email us within 14 days of receipt giving us details of the fault and whether you want a replacement or a refund, we will gladly exchange or refund any items that you receive from us that are defective.

We will notify you by email within 3 working days of our assessment and a refund or replacement will be sent to you together with our assessment.

Returned items that have been damaged after you received them will not be refunded.

Non-adaption warranty

We have a three month non-adaption warranty on any multi-focal prescription. We will exchange it for either a bi-focal or two single vision prescriptions.

Prescription Glasses

This warranty does not cover errors or omissions in the prescription information that you provided to us on placing your order with us. A fault tolerance of +/- 10% will apply, however, should you obtain a written report from a registered optometrist that the lenses that we provided are outside of the intended optical correction range, we will replace the lenses.

If you decide, for whatever reason that the type of frame that you selected is unsuitable, even though the lenses that we provided were accurately made according to the prescription that you provided (with a +/- 10% fault tolerance), then the frames that you chose plus the prescription lenses that we provided are not covered under this warranty.

 We do not refund if you provided us with an incorrect optical prescription.

You Want to Return a Product Within Six Months of Delivery

Any manufacturing defects to frames and lenses that you receive from us are covered under our warranty for 6 (six) months from the date of delivery.

These warranty conditions apply equally to frames and prescription lenses that you purchase from us.

When you return the damaged goods to us, we will assess their eligibility under this warranty. Please describe the nature of the fault/s giving your invoice or reference number, email address and if you would like a replacement or a refund.

We will notify you by email within 3 working days of our assessment and a refund or replacement will be sent to you together with our assessment.

Fair Trading & Compliance

This warrantee, returns and refund policy adheres the Refund Policy Guidelines of the Queensland Office Of Fair Trading.