These Terms and Conditions May Change
We reserve the right to update or modify these terms and conditions at any time without prior notice. Your use of www.theeyelab.com.au and visiting our store front following any such change constitutes your agreement to follow and be bound by the terms and conditions as changed. For this reason, we encourage you to review these terms and conditions whenever you use this website and visit us in clinic.
REFUND/GLASSES RETURN Terms and Conditions
Purpose
The purpose of this policy is for The Eye Lab Melbourne (“Company”, “our”, “us” or “we”) to set out in a clear and coherent manner how you can return your glasses to us.
We believe customer service is essential and want you to be completely happy with your purchase, so we have developed an easy to follow guide to assist you if there is an issue with your glasses.
Refunds/Exchanges*
If within Seven (7) days of purchasing your glasses, you are not completely satisfied with them, you may return them to our store for a refund or exchange**, provided that:
- Proof of purchase has been presented to us; and
- The glasses are returned in original condition with the original packaging; and
- All tags, stickers and other original attachments are still affixed;
If you are returning your glasses to us via mail, you bear the risk of loss or damage to the glasses until the glasses are accepted and received by us from Australia post.
Any costs or charges associated with shipping or handling including returning the glasses to us, will not be refunded.
To return glasses to us via mail, please send an email to info@theeyelab.com.au for a code and further instructions on how to send the glasses. Alternatively, feel free to pop into our store to return the glasses, where you will be assisted by our lovely staff.
*Please note: The above does not apply to instances where the glasses are faulty as there are certain consumer guarantees apply that cannot be excluded under Australian Consumer Law (“ACL”).
**Please note: Where the glasses have been customised in accordance with your prescription, you may have to pay an additional charge on any exchange or only be refunded the cost of the frames themselves. Please contact us on 0400 532 164 or come in-store and speak to our friendly staff about what can be done.
Multifocal Warranties: There is a single lens change under warranty for all our Multifocals. Exceptions may apply to individual cases. After this warranty change, there may be a further change, to be determined by us.
FAULTY GLASSES
We want to ensure all our customers are happy, so If you believe that your glasses are faulty, please return them to us, either in-store or via post, and we will, depending on the issue, either repair, replace or offer a refund of the item.
Please note that if the glasses have been damaged or broken as a result misuse or abnormal use (i.e. dropping the glasses, sitting on them, etc.) we will be unable to offer a replacement or refund but will be happy to organise for them to be repaired for you at your own cost. Where it is difficult to determine whether the glasses are faulty or damaged as a result of misuse, the glasses may need to be returned to the manufacturer for assessment.
We will cover all costs associated with replacing or repairing the glasses where they have been deemed to be faulty.
BYO Frames
If you would like to use an existing frame of your own, it will be inspected for suitability by one of the team members. The risk of damage and breakage is held by the patient, and every effort will be taken with care to ensure the frames are appropriately handled and lenses fitted correctly. Any fitting issues will be held by the customer, not by ‘the eye lab Melbourne’. A fitting fee of 35$ applies to all frames that are not purchased from the clinic.
FAILURE TO COLLECT
As we pride ourselves on accurately measured prescriptions and fitted frames, if you are do not pick up your ordered frame and or sunglass, within 1month of order date, you will forfeit any deposits and the frames.
CONTACT LENS TRIALS WAITING PERIOD
There is a 2-month waiting period for any ordered trials, for the patient to attend the fitting or aftercare appointment. Once this period has lapsed, the ordered trial may be recycled or binned. This means the patient must revisit and attend another consultation to reorder lenses. Fitting appointments hold a 3-month duration. After this period, the patient must attend another fitting appointment (1hr), to complete the education/teach requirements.
UNSUCESSFUL ORTHO-K FITTING
There is a 3 attempt fitting for OrthoK under warranty. if for any reason the final fit is unsucessful, the patient is covered by a refund of the Full lens price. Is does not include the cost of the consultations included in the total OrthoK price. A 4th attmept may be considred if both the patient and optometrist are confident and willing. Any 4th Attempt will NOT have warranty, any previous warranties will be void. Consultation fees will not be refunded under any warranty arragement.