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: 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. We offer various payment methods to accommodate your preferences:

• Cash
• Credit and Debit Cards
• Afterpay
• Bank Transfers
• 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.

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: 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: For all 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 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.

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.

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 admin@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, and 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.

6.5.9 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 can not 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 Match Guarantee

9.1 Carrera Sunglasses:

City Optics offers a Price Match Guarantee on all Carrera sunglasses. If you find a lower price on an identical pair of Carrera sunglasses advertised by another retailer in Australia, we will match the price under the following conditions:

• Verification: The lower price must be verifiable by City Optics staff, and the product must be in stock and available for purchase at the lower price from the competing retailer at the time of the price match request.
• Exclusions: The Price Match Guarantee does not apply to prices from online auction sites, clearance sales, liquidation sales, or prices that are part of a special promotion or discount offered by the other retailer.
• Process: To request a price match, please provide proof of the lower price (e.g., advertisement, quotation) to City Optics staff either in-store or via email for online purchases.

9.2 Conditions:

• The Price Match Guarantee applies only to prices for identical products (brand, model, and colour) and must include all costs associated with the item, including shipping and handling fees, if applicable.
• The guarantee is valid at the time of purchase or within a specified period after purchase, as determined by City Optics.

10.1 Are You Overpaying for Glasses?

City Optics offers a promotion to guarantee a better price on prescription glasses when a customer brings in a quote from a physical optical store 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 for City Optics to match or beat the price.
• 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.

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.

13.1. Groupon Promotional Offer:

Package 1: Comprehensive eye examination with OCT scanning and retinal photography for one person + free second pair of single-vision glasses.
Package 2: Comprehensive eye examination with OCT scanning and retinal photography for one person + free second pair of multifocal glasses.
Conditions of the Groupon Deal:

(a) Purchase Requirements: To receive the FREE second pair of glasses, you must purchase the first pair from our standard range. Single-vision glasses start at $109, and multifocals start at $249.

(b) Medicare Card Requirement: A valid Medicare card is required to claim the deal. If you do not have a Medicare card, the deal will only be accepted with the purchase of glasses.

(c) Booking and Availability: Eye exams are optional and can be booked online at bit.ly/cityoptics or by contacting us directly at (02) 4721 1402 or admin@cityoptics.com.au. Please inform us that you have a Groupon Voucher when booking your appointment or upon arrival at the store.

(d) Promotional Period: This Groupon deal is valid for 90 days from the date of purchase.

(e) Exclusions: This offer cannot be combined with any other offers, discounts, or promotions and is not redeemable for cash. The deal is valid only for in-store purchases, and the second pair of glasses is limited to those from the standard range.

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.

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