Thank you for shopping with Eternity Australia Optical Europe.
We are committed to ensuring a smooth and transparent return, replacement, and refund experience in accordance with:
- EU Consumer Rights Directive (2011/83/EU)
- General Product Safety Regulations
- Czech Civil Code (Act No. 89/2012 Coll.)
By placing an order on our website, you agree to the terms outlined below.
14-Day Right of Withdrawal (Cooling-Off Period)
As an EU customer, you have the right to cancel your order within 14 days from:
- The day you received your product
- The day someone received it on your behalf
No explanation is required for withdrawal during this period.
To request a return within 14 days, contact us at:
returns@eternityaustraliaoptical.eu
Conditions for Returns
To be eligible for a return, items must:
Be unused and unworn
Be in original packaging
Include all accessories (case, cloth, tags, warranty card, stickers, etc.)
Not be damaged or altered
We cannot accept returns if:
✘ The frame is scratched, bent, or worn
✘ The lenses show fingerprints, residue, or wear
✘ Prescription/customized products were made specifically for your vision
✘ The product was purchased during a final sale / clearance (unless defective)
Return Shipping
For valid return requests:
- Customers are responsible for return shipping costs, unless the item is defective or incorrectly supplied.
- We recommend using tracked and insured shipping.
We are not responsible for lost or undelivered return parcels.
Exchange Policy
You may request an exchange for:
- A different size (if applicable)
- A different model
- Warranty replacement (if product is faulty)
Exchanges are processed after the returned product is received and inspected.
Refund Approval & Processing Time
After receiving your returned item, we will inspect it within 5–10 business days.
If approved:
- Refunds will be issued to the original payment method
- Processing time may vary depending on banks and payment providers (typically 5–14 business days)
Shipping fees, taxes, customs duties, and service charges are non-refundable unless we supplied a defective product.
Defective or Damaged Items
If your product arrives defective, damaged, or incorrect, please contact us within 48–72 hours of delivery with:
- Order number
- Photos or video of the issue
- Packaging photos (if damaged in transit)
We will offer:
- Replacement
- Repair
- Partial refund
- Full refund (depending on defect severity)
Warranty
All sunglasses and optical frames include a 12-month limited warranty covering:
- Manufacturing defects
- Frame instability
- Hinge or structural defects
Warranty does not cover:
- Accidental damage
- Wear and tear
- Scratches or lens damage caused by misuse
- Exposure to chemicals, salt water, or heat
Non-Returnable / Non-Refundable Items
- Custom prescription lenses → ❌ Not eligible for return/refund
- Gift cards → ❌ Not eligible for return/refund
- Clearance / Final sale items → ❌ Not eligible for return/refund
- Used or worn items → ❌ Not eligible for return/refund
- Personalized / engraved products → ❌ Not eligible for return/refund
How to Initiate a Return
Email us with the following:
returns@eternityaustraliaoptical.eu
Include:
- Full name
- Order number
- Reason for return
- Photo of the item (optional but recommended)
We will reply within 2–5 business days with return instructions.
Contact Information
For returns, exchanges, or refund queries:
Email: support@eternityaustraliaoptical.eu
Prague, Czech Republic
Website: www.eternityaustraliaoptical.eu
Eternity Australia Optical Europe
Premium eyewear — supported by fair and compliant return protection.
RETURN ADDRESS
ETERNITY AUSTRALIA OPTICAL [EUROPE]
POD TEREBKOU 1236/9,
NUSLE, PRAGUE 4,
PRAGU – 140 00,
CZECH REPUBLIC.
