Refund policy
Returns
All frames sold come with a guarantee of replacement or repair for manufacturing defects within 1 year of purchase date. We can not accept returns for defects caused by general wear or misuse but can offer repair services in some cases (fees may apply).
Prescription Glasses
Warranty on prescription lenses is only offered when the prescription is measured internally. QvOptik is not liable for unsatisfactory results when external prescriptions are used. When prescriptions measured internally are found to be unsuitable, the customer must return to re-examine their vision with our optician so that replacements can be ordered.
Non-Prescription Glasses
Returns are accepted for change of mind within 14 days of your purchase, only if the item (including packaging) is returned in its original, saleable condition.
Contact Lenses
Contact lenses can not be returned after being opened unless defective. Defective lenses upon being returned will be sent to the manufacturer for assessment and replacement lenses will be issued.
Warranty can only be offered on prescriptions when the prescription is obtained from QvOptik.
Additional non-returnable items:
- Gift cards
- Some health and personal care items (eyedrops, lens solution etc)
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at store@qvoptik.com.au.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at store@qvoptik.com.au and send your item to: 17-19 Red Cape Lane, Melbourne VIC 3000, Australia.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to: 17-19 Red Cape Lane, Melbourne VIC 3000, Australia
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it takes for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We are not liable for damages that returning items incur during transit.
Private Health Insurance
For all online orders, private health insurance must be claimed after purchase by the beneficiary. We are also unable to process quotes for customers without the physical card. If you are unsure of your eligibility you should contact your provider. Private health insurance can not be used for purchasing non-prescription glasses.