1. If you encounter any issues with your ETERNITY AUSTRALIA OPTICAL glasses within 3 months, caused by defects in material or workmanship, we will gladly provide you with a complimentary replacement. Alternatively, we can offer you a discount code for new styles. Please be aware that this warranty does not cover damage resulting from accidents, negligence, or improper care. 
2. Should you receive incorrect items from ETERNITY AUSTRALIA OPTICAL, kindly contact us with a photo of the package and the items received. We will promptly send you the correct items without the need for you to return the wrong ones.
   
3. Please note that issues such as arrival damage or size discrepancies are not caused by ETERNITY AUSTRALIA OPTICAL. In the case of damage during transit, please inform us immediately with photos of the damaged package/items for a replacement or full refund. For size-related problems, we recommend measuring your old glasses before purchasing. If the glasses do not fit, contact us for a special discount code to try a different style.
4. If there are any defects in material or workmanship with your ETERNITY AUSTRALIA OPTICAL glasses within 3 months of purchase, we will replace them free of charge. Alternatively, we can offer you a discount code for new styles. Please be aware that this warranty does not cover damage resulting from accidents, negligence, or improper care.
5. Should you happen to receive incorrect items from ETERNITY AUSTRALIA OPTICAL, please contact us with a photo of the package and the items received. We will promptly send you the correct items without the need for you to return the wrong ones.
6. If your ETERNITY AUSTRALIA OPTICAL glasses show any defects in material or workmanship within 3 months, we will replace them at no cost. Another option is to receive a discount code for new styles. Please remember that this warranty excludes damage caused by accidents, negligence, or improper care.

Issues Not Caused by ETERNITY AUSTRALIA OPTICAL

Arrival Damage

In most cases, damage is a result of mishandling during shipping, but we will assume full responsibility for such incidents. Should you encounter a DOA problem, kindly get in touch with us immediately along with photos of the damaged package/items. We will promptly make arrangements for a replacement or issue a full refund.

Size Discrepancy

Ensuring the correct frame size is essential when buying glasses online. We suggest measuring your old glasses for size before making a purchase. If the glasses do not fit due to size discrepancies, please contact us for a special discount code to try a different style.

DISLIKE

If you are not satisfied with the item(s) you have received, we offer returns with associated fees. You have the choice to receive a 50% reimbursement (excluding shipping) to your credit/debit or PayPal account. Please be aware that shipping costs will not be reimbursed.

Colour Variation Issue

We apologize if the colour of the frame appears slightly different from the website due to various factors such as lighting, screen resolutions, and photo backgrounds. If the glasses do not meet your expectations, please reach out to us for a special discount code to purchase a new pair.

Incorrect Prescription

Version 1: If you have mistakenly filled out the wrong prescription, please get in touch with us along with your original prescription copy. We are able to offer you a unique discount code for buying a new pair with the accurate prescription.

We can make changes to non-prescription glasses orders such as adding prescriptions, modifying orders, or cancelling orders before they are shipped. If you need to update your prescription, kindly let us know before the lenses are processed. Any changes in price will incur an extra fee. Please contact us promptly for us to handle your order effectively

To make changes or cancel your order, kindly reach out to our customer service team within 24 hours to prevent additional charges. If you exceed this timeframe, please consult the chart below for further information. Please be aware that due to the personalized nature of our lenses, we are unable to provide complimentary cancellations or modifications for prescription eyewear. Shipping fees and price variances may be applicable if needed.

Version 1:

Prior to Shipment:

• Frame Only: Complimentary
• Prescription Glasses: 20% of the total order cost

Following Shipment:

• Frame Only: 25% of the frame cost
• - Prescription Glasses: 35% of the total order amount

In case you are having trouble seeing clearly or feeling discomfort with your new prescription glasses, kindly send us an email along with a copy of your initial prescription. We will analyse it alongside the prescription you submitted and provide appropriate assistance.

Although we make every effort to ensure timely shipment of all orders, unforeseen delays may arise as a result of events such as the Spring Festival or lens rework. Various factors like inclement weather, customs processing, Labor strikes, and other unexpected situations can also contribute to delays. Should such circumstances occur, we will provide a refund for shipping charges if deemed necessary.

In case the consumer initiates the return, they will need to cover the shipping fee according to the selected express company. However, if the received items are damaged or incorrect due to our mistake, the consumer will not incur any return shipping costs.