Returns & Refund Policy
This Refund Policy (“Policy”) applies to purchases made through Trend Optic, whether arranged in person at one of our stores or via a virtual fitting.
General
We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy. Any benefits set out in this Policy apply in addition to your rights under the Australian Consumer Law.
Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with a service, you are entitled to cancel your service contract with us, and to a refund for the unused portion or compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods.
If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified within a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service, and to be compensated for any other reasonably foreseeable loss or damage.
If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law prevails. Further information is available from the Australian Competition and Consumer Commission.
Change of Mind
If you change your mind after your purchase, we may, at our discretion, offer a refund or exchange, provided that:
- You notify us within 14 days of receiving your glasses.
- The glasses are returned in the same condition in which they were provided to you.
- Refunds are not offered for special order frames.
- Refunds are not offered for frames purchased in store, other than where required under the Australian Consumer Law.
- Refunds are not offered for frames that have been dispensed with lenses.
- The product was misused in a way that caused the fault.
- You were aware of the fault before your purchase.
- You requested a service or alteration against our advice, or were unclear about what you wanted.
- Any other exception applies under the Australian Consumer Law.
Faulty or Damaged Products
If your glasses arrive faulty or damaged, please contact us as soon as possible. We will arrange to repair, replace, or refund the product in accordance with the Australian Consumer Law, provided you contact us within 5 days of receiving it.
Exceptions
We may decline a repair, replacement, or refund where:
Response Time
We aim to process requests for repairs, replacements, or refunds within 1–2 business days of receiving your glasses.
How to Arrange a Return
Please get in touch to discuss a return or refund. Unless we agree otherwise, refunds are paid in the same form as your original purchase. You may be asked for proof of purchase, and in some cases photo ID, to process a refund, repair, or replacement.
Contact Us
If you have any questions about this Policy, or about a refund, repair, or replacement, please contact us.