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. The delivery timeframes below are usual end-to-end estimates in business days from order placement to delivery and include ordinary processing and dispatch. They are not guaranteed delivery dates. Checkout calculates an estimated range using the destination, products in the cart and selected shipping method.

6.4.1 Delivery Services: City Optics Pty Ltd delivers online orders using trackable services where available. Eligible Australian Alcon contact-lens orders may instead be sent directly from the supplier to the customer.

6.4.2 Product Timing Groups and Dispatch

• ACUVUE/default group: regular ACUVUE contact lenses; non-Alcon dry-eye and contact-lens solution products; sunglasses, optical frames, lens sprays, sunglass and eyewear cases, snow goggles and ordinary accessories. These products usually dispatch in 1-2 business days.
• Alcon group: regular Alcon contact lenses and Alcon dry-eye and contact-lens solution products. Standard orders usually dispatch in 2-3 business days. Eligible Australian Alcon contact-lens orders can select Direct from supplier, whose estimate includes supplier processing and delivery.
• Sofclear Comfort group: Gelflex Sofclear Comfort with BioMoist daily contact lenses use the Alcon Standard and Express estimates but are not part of the Alcon Direct from supplier service.
• Magister/FreshGo group: Magister and FreshGo contact lenses are supplied to order. Their estimated delivery is 10-15 business days and includes supplier processing and dispatch.
• CooperVision/Bausch + Lomb contact-lens group: these regular contact lenses usually dispatch in 1-2 business days and use their own Standard and Express estimates.
• The delivery estimates in sections 6.4.4 and 6.4.5 already include the relevant processing and dispatch time; it is not added again.
• Made-to-order contact lenses do not follow the regular dispatch timeframes above. Their stated delivery estimates already include dispatch.

6.4.3 Shipping Charges

• Australia and New Zealand Standard Shipping is $14.99, or free for orders $100 and over.
• Australia Express Shipping is $24.99 for orders under $100. For orders $100 and over, Express is $14.99 when the cart contains regular contact lenses and $9.99 for other ordinary products.
• Australia Direct from supplier for eligible Alcon contact lenses is $24.99 for orders under $100 and $14.99 for orders $100 and over.
• New Zealand Express Shipping is $39.99 for orders under $100, or $24.99 for orders $100 and over.
• Lens Replacement includes Standard prepaid shipping both ways; Express prepaid shipping both ways is $9.99.

6.4.4 Domestic Shipping - Australia (processing and dispatch included)

Standard Shipping

Destination	ACUVUE/default group	CooperVision/Bausch + Lomb contact lenses	Alcon / Sofclear Comfort group
NSW	2-5 business days	2-4 business days	3-5 business days
ACT	2-5 business days	2-4 business days	3-5 business days
VIC	3-5 business days	3-5 business days	4-6 business days
QLD	3-5 business days	3-5 business days	4-6 business days
SA	4-6 business days	4-6 business days	5-7 business days
WA	6-8 business days	6-8 business days	7-9 business days
TAS	5-7 business days	5-7 business days	6-8 business days
NT	8-10 business days	8-10 business days	9-11 business days

Express Shipping

Destination	ACUVUE/default group	CooperVision/Bausch + Lomb contact lenses	Alcon eye care / Sofclear Comfort
NSW	1-4 business days	1-3 business days	2-5 business days
ACT	1-4 business days	1-3 business days	2-5 business days
VIC	2-4 business days	1-3 business days	3-5 business days
QLD	2-4 business days	1-3 business days	3-5 business days
SA	3-5 business days	1-3 business days	4-6 business days
WA	3-6 business days	2-4 business days	4-7 business days
TAS	3-6 business days	1-4 business days	4-7 business days
NT	4-8 business days	3-7 business days	5-9 business days

Direct from supplier - eligible Alcon contact lenses

Destination	Estimated delivery from order placement
NSW	2-4 business days
ACT	2-4 business days
VIC	2-4 business days
QLD	3-5 business days
SA	4-6 business days
WA	5-7 business days
TAS	4-6 business days
NT	7-9 business days

Direct from supplier skips the additional City Optics handling leg. The supplier may use Express Post or Parcel Post, so this service is not a guarantee that Australia Post Express Post will be used.

6.4.5 International Shipping - New Zealand (dispatch included)

Method	ACUVUE/default group	CooperVision/Bausch + Lomb contact lenses	Alcon / Sofclear Comfort group
Standard	6-11 business days	6-11 business days	7-12 business days
Express	4-9 business days	4-9 business days	5-10 business days

6.4.6 Made-to-Order, Mixed and Custom Orders

• Direct from supplier is available only when the shippable cart contains eligible regular Alcon contact lenses. If another ordinary product is included, checkout retains the applicable Standard or Express service and the slowest product timing governs the cart.
• Magister and FreshGo contact lenses usually take 10-15 business days within Australia and New Zealand, including supplier processing and dispatch. Express Shipping is not available.
• Other made-to-order contact lenses usually take 15-25 business days within Australia and 20-30 business days to New Zealand, including dispatch. Express Shipping is not available.
• If a cart includes a made-to-order product, the made-to-order timing and Standard/Made to Order service apply to the whole cart.
• Prescription sunglasses, custom lens upgrades, optical lens preparation and Lens Replacement may require additional production time. Checkout includes the applicable allowance in its estimate. Lens Replacement timing begins when City Optics receives the customer's frame and required prescription details.

6.4.7 Delays and Exclusions: City Optics ships only within Australia and to New Zealand. Product availability is subject to confirmation. Backorders, made-to-order products, supplier-stock items, prescription availability, supplier delays, public holidays, order verification, regional or remote delivery routes and courier disruptions may extend the usual estimates. We will contact you when a known stock or supplier delay affects your order.

6.4.8 Customer Responsibility and Verification: Accurate shipping and prescription details are essential. City Optics may verify order details and withhold dispatch if discrepancies or suspicious information arise. Delivery issues and discrepancies between delivered items and the order 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 2.5% price beat guarantee on eligible sunglasses purchased online and a 5% price beat guarantee on eligible sunglasses purchased in store, provided the comparison is for the same product, model, colour, lens option and condition.

9.2 Contact lenses:

Eligible contact lenses purchased online receive Price Match against eligible advertised competitor prices. In store, eligible non-Alcon contact lenses receive a 5% Price Beat. Eligible Alcon contact lenses receive Price Match instead of the 5% Price Beat.

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.
• For online comparisons, City Optics uses the competitor's total cost for the equivalent product quantity or basket, including required delivery or handling after applying the competitor's published shipping rate or free-shipping threshold at that basket value.
• For in-store comparisons, required competitor delivery or handling is also included. Competitor delivery is treated as $0 only when click and collect is available for the same in-stock product at the time City Optics verifies the 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 Prescription eyewear: Eligible prescription eyewear purchased online receives a 5% Price Beat. In store, City Optics guarantees to beat an eligible comparable written quote from a competing Australian physical optical retailer by 25%. An eligible comparable online prescription eyewear price presented in store receives Price Match. Product, quote and retailer eligibility, verification and conditions apply.

• Comparable online prices: An eligible comparable online prescription eyewear price may be presented in store for Price Match. The 25% in-store Price Beat applies to eligible comparable quotes from competing Australian physical optical retailers.
• Delivery and collection: The competitor delivery and click-and-collect rules in section 9.3 also apply to prescription eyewear comparisons under this section.
• 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 may receive a $50 benefit on separate qualifying in-store purchases.

11.2 Eligibility: The referral program is open to existing City Optics customers. The referred friend must provide the referrer's name before payment so City Optics can identify the referrer and record the referral.

11.3 Qualifying Purchase and Minimum Spend:

• Each person's purchase must have a qualifying subtotal of at least $249.
• The $249 minimum is calculated after any other offers, promotions or discounts have been applied, but before the $50 referral benefit is applied.
• The referred friend's purchase and the referrer's purchase are assessed separately. Combining two customers' purchases or spending does not satisfy either person's $249 minimum.

11.4 Redemption Process:

• The referred friend receives $50 off their qualifying purchase when they provide the referrer's name before payment.
• After the referred friend completes their qualifying purchase, the referrer receives a $50 credit voucher recorded on their City Optics account file for use on the referrer's own qualifying purchase.
• If the referrer and referred friend visit at different times, the referrer may use the credit voucher on a later qualifying purchase.
• If they visit together, the referred friend's qualifying purchase must be completed first. The referrer may then use the earned $50 credit voucher on the same day against the referrer's own separate qualifying purchase, provided that purchase also meets the $249 minimum.

11.5 Combining Offers: The referral benefit may be combined with other offers, promotions or discounts, unless the terms of another offer expressly state that it cannot be combined. The $249 qualifying subtotal is still calculated after those other benefits and before the $50 referral benefit.

11.6 Other Terms:

• Referral benefits are non-transferable, have no cash value and are valid for in-store purchases only.
• Referral credit vouchers may have an expiration period determined by City Optics, and unused credits may be forfeited after that period.
• City Optics may verify referral eligibility and may refuse or reverse a referral benefit where the referral is duplicated, misleading, fraudulent or otherwise does not meet these terms.
• 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.

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. Prepaid tracked shipping labels are provided for customers to send their frames to us, and Standard return delivery includes tracking. Signature on return delivery is included only when optional Transit Protection is purchased. Transit Protection also covers loss or damage in transit up to the stated protection limit.

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 and 1% off eligible contact lenses. It does not apply to contact lens solutions or 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.

Contact Lens Subscriptions

Eligible contact lenses can be purchased on a recurring subscription through City Optics using Appstle Subscriptions.

After the initial subscription order, active subscriptions receive 2% off future recurring orders processed through that subscription. The subscription discount applies only to eligible contact lenses included in the subscription. It does not apply to one-time purchases, contact lens solutions, dry eye products, shipping charges or other products unless stated otherwise.

The subscription frequency, next order date, products, quantities and payment details are shown when the subscription is created and in applicable subscription communications. Future recurring orders are charged using the payment method associated with the subscription when each order is processed.

Customers may pause or cancel an active subscription at any time through the subscription management portal available from their customer account or an Appstle subscription email link. To prevent the next recurring order, the subscription must be paused or cancelled before that order is processed. Pausing or cancelling a subscription does not retrospectively cancel an order that has already been processed.

Prices and product availability may change. The 2% subscription discount applies to the current eligible product price when a future recurring order is processed. If a payment fails or a product is unavailable, an order may be delayed, retried, skipped or cancelled, and City Optics may contact the customer.

The subscription discount cannot be combined with other offers, discounts or promotions unless stated otherwise. These subscription terms do not limit any rights or remedies under Australian Consumer Law.

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