Terms of Service

These Consumer Terms and Conditions ("Terms") govern the use of products and services provided by City Optics Pty Ltd ("City Optics," "we," "us," or "our") to you, the consumer. By purchasing products or using services from us, you agree to be bound by these Terms.

1. Products and Services

1.1. Product Description: We make every effort to ensure that product descriptions and specifications provided on our website, in-store, or through other channels are accurate. However, we do not warrant that such descriptions or specifications are error-free, and we reserve the right to correct any errors or inaccuracies.

1.2. Eye Testing and Prescription Eyewear: We offer comprehensive eye testing services at our store conducted by qualified optometrists. Prescription eyewear, including glasses and contact lenses, can be ordered following an eye examination conducted by our optometrists. Customers may also provide their own valid prescription provided by a licensed optometrist or ophthalmologist. We rely on the accuracy of prescriptions provided by customers or obtained through our eye testing services.

1.3. Fitting and Adjustments (In-Store): We offer fitting and adjustment services for eyewear purchased from us to ensure proper fit and comfort. These services are provided free of charge within a reasonable timeframe after purchase.

2. Ordering and Payment

2.1. Order Placement: Orders for products or services may be placed through our website, in-store, or via other authorised channels. By placing an order, you agree to pay the specified price for the selected products or services.

2.2. Price and Payment: Prices for products and services are displayed in Australian dollars (AUD) and are inclusive of Goods and Services Tax (GST), unless otherwise stated. Payment method availability is subject to change; up-to-date options are displayed at checkout or at our stores.

Online:

• Credit and Debit Cards
• Afterpay

In-Store:

• Cash
• Credit and Debit Cards
• Afterpay
• Bank Transfer
• Gift Cards and Vouchers

2.3. Order Confirmation and Receipts: Upon receipt of your order, we will send you an order confirmation via email or another communication channel. This confirmation is an acknowledgment of your order but does not constitute acceptance until the products or services are dispatched or provided. Paper receipts are available for in-store purchases.

2.4. Payment Security: We prioritize the security of your transactions. All online payments are processed through secure encryption to protect your information.

3. Delivery and Collection

3.1. Delivery Options: We offer delivery services for orders placed through our website or other authorised channels. Delivery times and costs may vary depending on your location and the selected delivery method.

3.2. Delivery Delays: While we make every effort to deliver orders promptly, we do not guarantee delivery times and are not liable for delays caused by circumstances beyond our control, including but not limited to courier delays, inclement weather, or public holidays.

3.3. In-Store Collection: Selected products ordered online may be available for in-store collection at a City Optics store. Where this option is available, it will be presented at checkout. Collection is subject to stock availability at the nominated store. You will be notified when your order is ready for collection.

4. In-Store Returns, Exchanges, and Refunds

4.1. Return Policy: We welcome exchanges within 14 days for most products, except prescription eyewear and personalised items. To qualify for an exchange, items must be in their original, unworn condition and accompanied by proof of purchase.

Returns refer to the process of bringing or sending back an item. Depending on the circumstances, returns may lead to an exchange or refund as outlined in our policy.

4.2. Exchange-Only Policy: Instead of refunds, we are pleased to offer an exchange option for products returned under our 14-day policy. This ensures you find the right product to meet your needs, even if your initial choice wasn't perfect.

• Eligibility for Exchange: Products qualifying for return as described in 4.1 are eligible for exchange, provided they maintain their original condition, are unworn, and come with proof of purchase. The item you exchange for must be of equal or greater value than your original purchase.
• Process for Exchanging Products: Begin the exchange process by bringing the item(s) you wish to exchange, along with the original receipt, to our store. Our staff will guide you through selecting a new product and facilitate the in-store exchange.
• Value Difference: Should the chosen replacement item have a greater value than the original purchase, you will need to cover the price difference at the time of exchange. No refunds will be provided should the replacement item have a lesser value.
• Exclusions: Please note that exchanges are not available for items purchased on sale, for change-of-mind returns, or for personalised items customised specifically for you.

4.3. Refunds: Our policy primarily offers exchanges to ensure customer satisfaction. Refunds will only be issued in compliance with the Australian Consumer Law, such as in cases where the products are majorly defective, not as described, or fail to perform as intended.

4.4. Prescription Eyewear: Due to their custom nature, prescription eyewear, including glasses and contact lenses, is generally exempt from returns and exchanges unless a defect in materials or workmanship is identified. We encourage you to contact us to explore your options under these circumstances.

4.5. Money-Back Guarantee for Prescription Glasses: Where a City Optics money-back guarantee is advertised or confirmed for prescription glasses, the guarantee applies only to glasses that are not working as intended after City Optics has had a reasonable opportunity to assess and resolve the issue. The guarantee is intended to support genuine prescription, fitting, measurement, adaptation or lens-performance concerns. It does not replace your rights under Australian Consumer Law.

4.5.1. Single Vision Glasses: For single vision glasses, customers must return to City Optics for assessment before any refund is considered. This may include a frame adjustment, measurement check, lens inspection, prescription verification, and where clinically required, an optometrist recheck. If the issue can be resolved through adjustment, remake, repair, prescription correction, or another reasonable remedy, City Optics will attempt that remedy first. A refund will only be considered if the glasses still do not work as intended after reasonable troubleshooting has been completed.

4.5.2. Multifocal Glasses: Multifocal lenses require an adaptation period. Customers must wear the glasses for a minimum of 2 weeks, unless City Optics advises otherwise, and return for assessment before any refund is considered. The assessment may include frame adjustment, measurement recheck, lens design review, prescription verification, and where clinically required, an optometrist recheck. City Optics must be given the opportunity to resolve the issue, which may include adjustments, prescription recheck, lens remake, fitting correction, or an alternative lens recommendation. A refund will only be considered if no satisfactory solution can be reached after this process.

4.5.3. Eligibility and Exclusions: The money-back guarantee applies only where both the product and concern fall within the advertised guarantee terms. Unless expressly stated otherwise, the guarantee does not apply to change of mind, cosmetic preference, accidental damage, misuse, lost or stolen glasses, customer-supplied frames, outside prescriptions that cannot be verified by City Optics, prescriptions entered or supplied incorrectly by the customer, failure to attend a required recheck or adjustment appointment, or lens upgrades and extras that are not part of the advertised guarantee. Additional charges may apply if a different lens type, lens design, coating, material, prescription, or frame is required to resolve the issue.

4.5.4. Assessment Requirement: Customers must bring the glasses back to City Optics in reasonable condition and provide proof of purchase. City Optics may require a reasonable period to investigate the issue, consult with the optometrist or lens supplier, and determine the most appropriate remedy.

5. Warranty and Liability

5.1. Product Warranty: We provide a 3-month optical warranty specifically covering prescription issues for lenses. This warranty applies to defects related to the prescription, such as an incorrect prescription. Frames and lenses are covered by a 12-month manufacturer warranty against defects in materials and workmanship. Please note that damaging frames and lenses yourself, such as through accidental damage or misuse, do not constitute grounds for warranty coverage.

5.2. Multifocal Lens Adaptation (In-Store): Patients who experience difficulty adapting to multifocal lenses may exchange them for bifocals or two pairs of single-vision lenses within 3 months of purchase. There will be no reimbursement for the price difference between multifocal and bifocal/single-vision lenses.

5.3. Deposits for Prescription Jobs (In-Store): For all in-store prescription jobs, we require a deposit from customers who are not paying in full at the time of purchase. Deposits are non-refundable for completed jobs or if not collected within 6 months of purchase.

5.4. Limitation of Liability: To the extent permitted by law, we are not liable for any indirect, incidental, special, or consequential damages arising out of or related to the use or inability to use our products or services.

6. Online Purchases

6.1. Website Terms of Use: Your use of our website and online services is subject to our website terms of use, available at https://www.cityoptics.com.au. By using our website, you agree to be bound by these terms.

6.2. Product Availability: While we make every effort to ensure the availability of products displayed on our website, we cannot guarantee that all products will be in stock at all times. We reserve the right to discontinue or modify products without prior notice.

6.3. Prescription Verification: Prescription contact lenses may only be purchased with a valid prescription provided by a licensed optometrist or ophthalmologist. By placing an order for prescription contact lenses, you confirm that you have a valid prescription and agree to provide it upon request.

Contact Lens Prescription and Order Review

Contact lenses are medical devices and should only be ordered and worn by suitable wearers with a current, accurate contact lens prescription issued by an optometrist or ophthalmologist.

By placing an order for contact lenses, you confirm that the prescription details you enter or provide are current, accurate, complete, and prescribed for you by an optometrist or ophthalmologist. This includes the lens product or brand, eye, power, base curve, diameter, add, cylinder, axis, multifocal design or any other prescription parameters required for the lens being ordered.

Contact lens prescriptions and glasses prescriptions are not the same. Customers are responsible for ensuring the prescription entered is a contact lens prescription for the specific lens type being ordered, not only a glasses prescription.

For customer safety, clinical appropriateness, fraud prevention, quality control and regulatory compliance, City Optics may review, audit, request, verify or hold contact lens orders before dispatch. This may include asking you to provide a copy or photo of your prescription, asking you to clarify prescription details, or checking details where the order appears incomplete, expired, inconsistent or unsuitable.

If prescription details cannot be confirmed, appear incorrect, expired, incomplete or unsuitable, or otherwise do not appear to match a current valid contact lens prescription, City Optics may delay dispatch, contact you for further information, cancel the affected item, or provide an appropriate refund or store credit for unfulfilled eligible items.

City Optics may decline to supply contact lenses where we reasonably believe the order may not match a current valid contact lens prescription, may be unsafe or unsuitable, or may otherwise be inconsistent with our legal, health or professional obligations.

For comfort and eye health, we recommend regular contact lens reviews with an optometrist or ophthalmologist. This section does not limit any rights or remedies you may have under Australian Consumer Law.

6.4. Shipping and Handling: Shipping and handling fees apply to online orders. Delivery costs and estimated delivery times are shown at checkout based on your location, product type, and chosen shipping method. The delivery estimates below are inclusive of dispatch time. Dispatch for in-stock online orders normally takes 1-2 business days and is included in the stated delivery estimate.

6.4.1 Delivery Services: City Optics Pty Ltd delivers online orders from our warehouse directly to your nominated address using trackable services.

6.4.2 Domestic Shipping - Australia

Sunglasses & Snow Goggles

• Shipping Charges: Standard shipping is $14.99, or free for orders $100 and above. Express shipping is $24.99 for orders under $100, or $9.99 for orders $100 and above.
• Delivery Carrier: Australia Post or StarTrack (trackable).
• Estimated Delivery Times, inclusive of dispatch:
  • Standard: 3 - 8 business days
  • Express: 2 - 4 business days
  • Backorder: We will notify you of any delays and provide an updated dispatch estimate.

Dry Eye, Accessories & Other Products

• Shipping Charges: Standard shipping is $14.99, or free for orders $100 and above.
• Express Availability: Express shipping is not available for these products within Australia.
• Delivery Carrier: Australia Post or StarTrack (trackable).
• Estimated Delivery Times, inclusive of dispatch:
  • Standard: 3 - 8 business days
  • Backorder: We will notify you of any delays and provide an updated dispatch estimate.

Contact Lenses (Alcon & Acuvue)

• Shipping Charges: Standard shipping is $14.99, or free for orders $100 and above. Express shipping is $24.99 for orders under $100, or $14.99 for orders $100 and above.
• Delivery Carrier: Australia Post Express or StarTrack Road Express (trackable).
• Estimated Delivery Times, inclusive of dispatch:
  • Standard: 3 - 8 business days
  • Express: 2 - 4 business days
  • Backorder: We will notify you of any delays and provide an updated dispatch estimate.

Contact Lenses (CooperVision & Bausch + Lomb)

• Shipping Charges: Standard shipping is $14.99, or free for orders $100 and above. Express shipping is $24.99 for orders under $100, or $14.99 for orders $100 and above.
• Delivery Carrier: Australia Post Express or StarTrack Road Express (trackable).
• Estimated Delivery Times, inclusive of dispatch:
  • Standard: 3 - 8 business days
  • Express: 2 - 4 business days
  • Backorder: We will notify you of any delays and provide an updated dispatch estimate.

Made-to-Order Contact Lenses

• Shipping Charges: Made-to-order shipping is $14.99, or free for orders $100 and above.
• Express Availability: Express shipping is not available for made-to-order products.
• Estimated Delivery Times, inclusive of dispatch:
  • Australia: 15 - 25 business days (3 - 5 weeks)
  • Backorder or supplier delay: We will notify you of any delays and provide an updated dispatch estimate.

6.4.3 International Shipping - New Zealand

• Standard International shipping is $14.99, or free for orders $100 and above.
• Express International shipping is $39.99 for orders under $100, or $24.99 for orders $100 and above.
• Delivery Carrier: Australia Post or StarTrack (trackable).
• Estimated Delivery Times, inclusive of dispatch:
  • Standard International: 5 - 9 business days
  • Express International: 3 - 7 business days
  • Made-to-order products: 20 - 30 business days (4 - 6 weeks)
  • Backorder: We will notify you of any delays and provide an updated dispatch estimate.

6.4.4 Express Availability and Mixed Orders: Express shipping is only available where it is offered for all products in the order. If your order includes products where Express shipping is not available, checkout may show Standard shipping only for the whole order. Made-to-order products will use the made-to-order/standard delivery option.

6.4.5 Exclusions: City Optics does not offer international shipping outside Australia and New Zealand. Product availability is subject to stock; backorders, made-to-order products, supplier delays, public holidays, and courier delays may extend delivery timeframes.

6.4.6 Customer Responsibility: Accurate shipping details are essential for prompt delivery. In the event of delivery issues or backorders, our customer service team will contact you with status updates and resolutions.

6.4.7 Security and Order Verification: City Optics reserves the right to verify order details and withhold dispatch if discrepancies or suspicious information arise, ensuring transaction security. Any discrepancies between delivered items and order specifications will be investigated and resolved in accordance with our policies.

6.5. Online Purchases - Returns and Exchanges

6.5.1 Return Process for Online Purchases:

Returns are accepted within 60 calendar days from the delivery date of your order, assuming the product remains in its original condition, with all tags and stickers attached, and contained within its initial packaging. For contact lenses, they must be returned in their original, unopened boxes. If the packaging has been opened, returns will not be accepted.

For online contact lens returns, multi-box pack sizes must be returned in full. If your order was supplied as a sealed 90 Pack box, that sealed 90 Pack box must be returned unopened and in original condition. If your order was supplied as three 30-pack boxes, all three 30-pack boxes must be returned together and each 30-pack box must be unopened and in original condition. Individual 30-pack boxes from a 90 Pack order cannot be returned separately, unless the product is faulty or otherwise required by law.

Customer Responsibility for Returns: Customers are responsible for the cost of return postage and satchel. Items must be securely packaged to prevent damage during transit. The sender bears the risk of loss or damage for items shipped back to City Optics until we confirm receipt of the goods.

To initiate a return, please follow these steps:

Contact Us: Reach out to our Customer Service team at online@cityoptics.com.au to notify us of your intent to return a product.

Return Address: Send the item(s) to the following address:

City Optics Pty Ltd
Shop 256, Westfield Penrith
585 High Street, Penrith NSW 2750

Ensure the package is securely wrapped to prevent damage during transit.

6.5.2 Undeliverable Orders: In instances where an order is undeliverable and returned to us, our team will make an effort to contact you to confirm your details and arrange for redelivery. If we do not receive a response within 30 days of contact, a refund will be processed to the original payment method.

6.5.3 Refund Timing: Please allow 10 – 30 business days for the returns and refund process to be completed once we receive the returned item(s).

6.5.4 Refund Method: Refunds will be issued to the original payment method used at the time of purchase.

6.5.5 Risk of Loss: The sender/customer bears the risk of loss or damage for items shipped back to City Optics until we have confirmed receipt of the goods.

6.5.6 Right to Reject Orders: City Optics reserves the right to refuse future orders from customers who have previously made unsubstantiated claims regarding the non-delivery of goods.

6.5.7 Claims Verification: In the event of a claim that an order was delivered without the product(s), we will conduct thorough verification procedures to ensure security, compliance, and to prevent discrepancies.

6.5.8 Warranty Replacements and Repairs: Replacements and repairs under warranty are contingent on the assessment of manufacturing faults. The maximum repair warranty period extends 3 months from the date of repair completion.

6.5.8.1 Contact Lens Warranty: If you receive contact lenses with a manufacturing fault or defect, please contact us at online@cityoptics.com.au or visit us in-store and we will resolve the issue for you. If the wrong prescription was filled, we will replace the lenses regardless of when the order was placed.

6.5.9 Customer Acceptance of Responsibility: Upon delivery or pickup of the product, the customer assumes full responsibility for the items.

6.5.10 Exclusions: Please note that made-to-order custom items cannot be returned.

7. Privacy Policy

7.1. Privacy Protection: We are committed to protecting your privacy and personal information. Our Privacy Policy outlines how we collect, use, disclose, and protect your personal information. By using our products or services, you agree to our Privacy Policy.

8. General Provisions

8.1. Governing Law: These Terms and any disputes arising out of or related to them are governed by the laws of the State of New South Wales, Australia.

8.2. Severability: If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to be valid and enforceable to the fullest extent permitted by law.

8.3. Changes to Terms: We reserve the right to update or modify these Terms at any time without prior notice. Any changes will be effective immediately upon posting on our website or other communication channels.

9. Price Beat Guarantee

9.1 Sunglasses:

City Optics offers a 5% price beat guarantee on sunglasses sold by City Optics, provided the comparison is for the same product, model, colour, lens option and condition.

9.2 Selected contact lenses:

City Optics offers a 2.5% price beat guarantee on selected contact lenses only where the product page shows a Found a better price? button below the Add to Cart button. If this button is not shown on a contact lens product page, the price beat guarantee does not apply to that product.

9.3 Verification and like-for-like comparison:

• The lower price must be from a legitimate Australian retailer selling the same item, in stock, and available to purchase at the advertised price.
• For sunglasses, the comparison must be for the same product, model, colour, lens option and condition.
• For contact lenses, the comparison must be for the same product, pack size and prescription type where relevant.
• City Optics may consider shipping costs, free-shipping thresholds and the total delivered price when assessing a request.

9.4 Exclusions:

• Price beat requests do not apply to auction sites, private sellers, marketplace listings such as eBay, Amazon Marketplace or Facebook Marketplace, overseas websites, clearance or liquidation listings, pricing errors, coupon-only prices, member-only offers, loyalty points, cashback offers, bundled deals that cannot be compared like-for-like, or offers that are not currently available to the public.
• All price beat requests are reviewed by City Optics before approval. City Optics may decline a request if the comparison cannot be verified or is not like-for-like.

10. Prescription Glasses Price Beat

10.1 City Optics guarantees to beat any written quote from a physical optical store in Australia by 5% on identical prescription glasses, under the following conditions:

• Physical Store Only: This promotion applies exclusively to quotes from physical optical stores within Australia. It does not apply to quotes or prices for prescription glasses sold online by online-only retailers.
• Conditions: The prescription glasses must be identical in lens type, frame, and overall specifications as per the quote provided. The promotion is not valid in conjunction with any other offer and excludes special promotions, discounts, or clearance items from competitors.
• Proof Required: Customers must provide a verifiable written quote, including detailed product specifications, from the competitor optical store.
• Limited Time and Availability: City Optics reserves the right to amend or terminate this promotion at any time, subject to stock availability and other business considerations.

11. Referral Program

11.1 Program Details: City Optics offers a referral program where both the referrer (existing customer) and the referred friend receive a $50 benefit.

11.2 Eligibility: The referral program is open to existing City Optics customers. To participate, the referred friend must mention the referrer's name at the time of purchase.

11.3 Redemption Process:

• The referred friend will receive $50 off their purchase when they mention the referrer's name during the transaction.
• Once the referred friend completes their purchase, the referrer will receive a $50 credit on their account file, which can be used for future purchases.

11.4 Terms and Conditions:

• The $50 credit for both the referrer and referred friend is non-transferable, has no cash value, and can only be applied toward future purchases at City Optics.
• The referral credit cannot be combined with other offers, promotions, or discounts, and is valid for in-store purchases only.
• Referral credits may have an expiration period, as determined by City Optics, and unused credits may be forfeited after this period.
• City Optics reserves the right to modify or discontinue the referral program at any time without prior notice.

12. SMS and Email Marketing

12.1 Consent to Receive Marketing Communications
By providing your mobile number or email address, you consent to receive marketing communications from City Optics, including promotional offers, updates, and other information related to our products and services, through SMS and email.

12.2 Opting Out of Marketing Communications
You may opt out of receiving SMS or email marketing messages at any time. To stop receiving SMS messages, reply with "STOP" to any marketing text message you receive from us. To unsubscribe from email marketing, click the "unsubscribe" link at the bottom of any marketing email. Please note that it may take up to 5 business days to process your opt-out request, during which time you may continue to receive messages from us.

12.3 Usage of Personal Information
Your mobile number and email address will be used solely for the purposes of communicating with you regarding promotions, product updates, and other relevant information related to City Optics. We are committed to protecting your privacy; please refer to our Privacy Policy for more details on how we collect, use, and protect your personal information.

12.4 Frequency of Messages
Marketing messages may be sent periodically. Frequency of SMS or email messages will vary based on campaign schedules, but we strive to limit messages to those that are timely and relevant.

12.5 Message and Data Rates
Message and data rates may apply to SMS communications, depending on your carrier and mobile plan. City Optics is not responsible for any fees that your mobile carrier may charge for SMS messages.

12.6 Changes to SMS and Email Marketing Terms
City Optics reserves the right to change or discontinue SMS and email marketing at any time. If we make changes to these terms, we will notify you by updating our Terms of Service on our website. Continued use of our SMS or email marketing services after any changes signifies your acceptance of the revised terms.

13. Gift Cards and Vouchers

13.1 Gift cards and vouchers issued by City Optics are valid for in-store purchases only and cannot be used for online purchases.

13.2 Gift cards and vouchers have no cash value and cannot be redeemed for cash or transferred to another person.

13.3 Gift cards and vouchers are valid for 3 years from the date of issue, in accordance with Australian Consumer Law.

13.4 Gift cards and vouchers cannot be combined with other promotional offers, discounts, or store credits unless otherwise stated by City Optics.

13.5 City Optics is not responsible for lost or stolen gift cards or vouchers.

Store Credit

For eligible returns, City Optics may offer customers a choice between a refund to the original payment method and store credit, depending on the return type, product condition, payment method and the customer’s rights under Australian Consumer Law.

Store credit is issued to the customer account used for the original order and can be used as a payment method at checkout when the customer is signed in to their City Optics customer account. Store credit cannot be exchanged for cash unless required by law.

Store credit issued by City Optics expires 3 years from the date it is issued. Any expiry date will be set when the store credit is issued and may be visible in the customer’s account where supported by Shopify.

If an order paid partly or fully with store credit is later returned, any approved refund for the store-credit portion may be returned to store credit. Any approved refund for amounts paid by another payment method may be refunded to the original payment method or issued as store credit where the customer chooses store credit and City Optics approves the return.

Store credit does not limit any rights or remedies you may have under Australian Consumer Law, including where goods are faulty, not as described, or otherwise fail to meet a consumer guarantee.

14. Autumn Multifocal Offer - Wetherill Park, Penrith and Nepean Village - Terms & Conditions

14.1 Eligibility

This offer is available to all customers at City Optics Wetherill Park, City Optics Penrith and City Optics Nepean Village. Outside prescriptions and customer-supplied frames are welcome, except where otherwise noted.

14.2 How to Redeem

To access the offer, customers must either mention the Autumn Offer to staff in-store or submit their details via the official Facebook or website form. Online purchases without in-store interaction or form submission are not eligible.

14.3 Offer Details

• Offer: One complete pair of multifocal glasses from $99.
• Includes frames from the eligible promotional frame collection.
• Includes 1.50 index hard coat essential multifocal lenses.
• Higher index lenses, premium coatings, photochromic lenses, tinting, prism, occupational lenses, premium multifocal designs or other specialty lens options are available at additional cost.
• Pricing applies to eligible prescriptions suitable for 1.50 index lenses.
• Customers using their own frames may receive $20 off the frame component where suitable.

14.4 Money-Back Guarantee (Multifocal Only)

A money-back guarantee applies to multifocal glasses only when both the eye test and prescription are provided by City Optics. To qualify, customers must wear the glasses for a minimum of 2 weeks to allow for adaptation and allow City Optics to investigate and attempt to resolve the issue, which may include a vision recheck, measurement recheck, lens adjustment or frame adjustment before a refund is considered.

This guarantee does not apply to outside prescriptions, single vision lenses, non-multifocal lenses, customer-supplied prescriptions or customer-supplied frames.

14.5 Exclusions & Conditions

• Offer valid in-store only or via the official Facebook or website form.
• Not valid for online purchases or phone orders.
• Limit of one offer per customer per transaction.
• Cannot be used in conjunction with any other offers, discounts, promotions, packages, vouchers or store credits.
• Additional fees apply for high prescriptions, prism, specialty lens designs, lens upgrades or frame upgrades.
• Offer is subject to product availability and prescription suitability.
• Offer may be withdrawn or amended at any time without notice.

15. Kotara Grand Opening Multifocal Offer - Terms & Conditions

15.1 Eligibility

This offer is available to all customers at City Optics Kotara. Outside prescriptions and customer-supplied frames are welcome, except where otherwise noted.

15.2 How to Redeem

To access the offer, customers must either mention the Kotara Grand Opening Offer to staff in-store or submit their details via the official Facebook or website form. Online purchases without in-store interaction or form submission are not eligible.

15.3 Offer Details

• Offer: Two pairs of multifocal glasses for $199.
• Includes two pairs of multifocal glasses from the eligible promotional frame collection.
• Includes 1.50 index hard coat essential multifocal lenses.
• Alternate pricing structure: first pair $149 and second pair $50 when purchased together under this offer.
• Customers using their own frames may receive $20 off per pair where suitable.
• Higher index lenses, premium coatings, photochromic lenses, tinting, prism, occupational lenses, premium multifocal designs or other specialty lens options are available at additional cost.
• Pricing applies to eligible prescriptions suitable for 1.50 index lenses.
• This offer does not include a single vision offer.

15.4 Money-Back Guarantee (Multifocal Only)

A money-back guarantee applies to multifocal glasses only when both the eye test and prescription are provided by City Optics. To qualify, customers must wear the glasses for a minimum of 2 weeks to allow for adaptation and allow City Optics to investigate and attempt to resolve the issue, which may include a vision recheck, measurement recheck, lens adjustment or frame adjustment before a refund is considered.

This guarantee does not apply to outside prescriptions, single vision lenses, non-multifocal lenses, customer-supplied prescriptions or customer-supplied frames.

15.5 Exclusions & Conditions

• Offer valid at City Optics Kotara only.
• Offer valid in-store only or via the official Facebook or website form.
• Not valid for online purchases or phone orders.
• Limit of one offer per customer per transaction.
• Cannot be used in conjunction with any other offers, discounts, promotions, packages, vouchers or store credits.
• Additional fees apply for high prescriptions, prism, specialty lens designs, lens upgrades or frame upgrades.
• Offer is subject to product availability and prescription suitability.
• Offer may be withdrawn or amended at any time without notice.

16. Lens Replacement Service

16.1 City Optics offers a lens replacement service for existing frames, available both online (Australia-wide) and in-store.

16.2 Online Lens Replacement — Frame Transit: When sending frames to City Optics for online lens replacement, customers ship at their own risk until frames are received by us. City Optics recommends using a tracked service and optionally purchasing transit protection insurance. Prepaid tracked shipping labels are provided for customers to send their frames to us, and all completed orders are returned with prepaid tracked shipping.

16.3 Once frames are received by City Optics, we take responsibility for their care during the lens fitting process.

16.4 All frames are assessed before production begins. If a frame is unsuitable for lens replacement (e.g. damaged, incompatible with the selected lenses), we will contact you before proceeding. No work will be carried out without your agreement.

16.5 Lens Replacement 60-Day Money-Back Guarantee: City Optics offers a 60-day money-back guarantee for eligible online Lens Replacement service orders.

16.5.1 If we have made your lenses correctly but you are not happy with the finished lenses, contact City Optics within 60 days of receiving your completed glasses. You do not need to provide a reason for a satisfaction claim, but your glasses must be returned to City Optics before the refund is processed.

16.5.2 The refund applies to the lens replacement service amount paid. Optional postage upgrades, Transit Protection, insurance-style add-ons, unrelated products and any other non-refundable charges are not included unless required by law.

16.5.3 For satisfaction claims where the lenses were made correctly, the customer is responsible for the cost of returning the glasses to City Optics. If the issue is due to a fault, prescription error, manufacturing issue or workmanship issue caused by City Optics, City Optics will cover reasonable return postage and work with you on the appropriate remedy.

16.5.4 This guarantee is provided in addition to your rights under Australian Consumer Law and does not limit any rights or remedies you may have for faulty goods, services not supplied with due care and skill, or other consumer guarantees.

16.6 Made-to-order lens replacement orders cannot be cancelled once production has begun.

Online Welcome Discount

First-time online customers may be eligible for a welcome discount after signing up to the City Optics welcome offer.

The online welcome discount is 5% off eligible sunglasses, 2% off eligible contact lenses, and 2% off eligible contact lens solutions and dry eye products.

The welcome discount code is sent by email after signup and must be entered at checkout. If the code does not arrive within 5 minutes, please email online@cityoptics.com.au for assistance.

The online welcome discount cannot be exchanged for cash and may not be combined with all other offers, discounts or promotions unless stated otherwise. City Optics may update, pause or withdraw the welcome offer at any time.

If you have any questions or concerns about these Terms, please contact us at online@cityoptics.com.au