Shipping and returns
One policy for every eyewear order: how payment works, what happens if something is not right, and what we cover.
One policy for every eyewear order: how payment works, what happens if something is not right, and what we cover.
Full payment is required before your order is placed: online by card, or in person by EFTPOS or card through our terminal.
Prices shown are the final prices payable, in AUD and including GST. Optional lens upgrades are itemised before payment, and shipping is shown at checkout.
Prescription eyewear needs a valid Australian prescription that is in date, issued within the last 2 years. Lenses are made exactly to the prescription you supply, so please check the details carefully. We may contact you before production if anything looks unusual. We are not responsible for errors in a prescription issued elsewhere.
We reserve the right to hold your order if your prescription is unsuitable for the chosen frame. We will contact you to explain your options.
Nothing in this policy limits your rights under the Australian Consumer Law.
Orders can be changed or cancelled until the end of the day of purchase. Contact us by email or phone and we will take care of it.
After that, prescription eyewear is custom made and cannot be cancelled or returned for change of mind. If you are not happy with your order, contact us.
Returned items must be in original, new condition. Contact us first and we will provide return instructions and an address.
Nothing in this policy limits your rights under the Australian Consumer Law.
If there is a prescription error, or you cannot adapt to your new lenses within 30 days of receiving your glasses, contact us. We will reassess, and replace the lenses where the prescription has changed.
If you chose to proceed against our advice on a frame that was unsuitable for your prescription, this warranty does not apply to that suitability issue.
Every frame carries a 12 month hassle free frame warranty from the date of supply. It covers manufacturing faults and defects.
It does not cover accidental damage, though it may be repaired where possible, or replaced at a cost. Talk to us and we will tell you what is possible before anything is charged.
Lens coatings are covered for 12 months against defective coating, with reasonable care.
Your order goes into lens production within one business day. Allow around 2 to 3 weeks for delivery.
Shipping within Australia is a flat $9, and free on orders over $199. The exact amount is shown at checkout before you pay. If we are visiting your area, we can hand deliver and fit your glasses in person at no charge.
Specialty, prism or very high index lens orders can take longer than 3 weeks. We will tell you if that applies to your order.
Free fitting adjustments and minor repairs whenever our mobile clinic is in your area. Contact us when you need one.
Frames ordered during a visit are fitted in person. Online orders arrive ready to wear, and we will adjust them for you next time we are nearby.
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
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 in 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 obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
Sight on Site Optometry Pty. Ltd. (ABN 98 693 518 615)
Logan, Queensland, Australia
Phone +61 402 725 735 · Email admin@sightonsite.com.au
Contact us by phone or email within the warranty period with your name, order details and a description of the problem. We will tell you the next step before anything is charged, and where an item needs to come back to us we will send return instructions and an address.
What a claim costs youYou do not pay us anything to make a warranty claim. Where you choose to return an item to us yourself rather than hand it back at a visit, you bear the cost of getting it to us, and we will reimburse that cost where the claim is upheld. Any expense you incur in making a claim can be sent to us at the address above.
Nothing in this policy limits your rights under the Australian Consumer Law.
To raise anything covered by this policy, email admin@sightonsite.com.au or call +61 402 725 735.