SERVICE
GUARANTEE

Your satisfaction is our mission

We are committed to giving you the best service and products we can, so we back them with some solid assurances to make sure your OPSM experience always meets or exceeds your expectations.

We are confident that you will love the frames you select at the time of purchase. However, if you find you would prefer a different pair, you may be eligible to return your purchase if it meets the criteria under our Change of Mind Returns Policy. For more information, please refer to our returns policy here.

Because our friendly frame fitting specialists want your glasses to be comfortable, fit your face perfectly and look great, complimentary fitting and adjusting is available in all our stores, covering both prescription glasses and sunglasses. We call this our Perfect Fit Promise.

We also have Eye Ruler 2, a unique 3-part process that can make choosing and fitting glasses easier. Take a look at the Eye Ruler 2 experience for yourself.

Complimentary fitting does not include own frame fitting. Where possible, we can fit lenses into your own frame subject lens thickness, frame condition and suitability of product. While our team will handle your frame with great care, by leaving your frame with us, you acknowledge and accept that OPSM is not responsible for any loss or damage that may occur during the fitting process. This includes breakage, warping, or other damage that may arise due to the frame’s age, condition, or construction.

Love your glasses or sunglasses a little too much and they’ll probably need some extra care and attention in time. Drop in to any OPSM store as often as you like and we’ll be happy to give your glasses a complimentary clean and make any necessary adjustments to their comfort and fit.

This service does not include repairs and OPSM accepts no responsibility for any loss or damage that may occur to your glasses during cleaning or adjustment.

While we take the utmost care, this service doesn’t include repairs, and we can’t guarantee against accidental damage during cleaning or adjustment.

OPSM products (excluding contact lenses, hearing devices and hearing device accessories which are subject to their own guarantees and warranty) are guaranteed for a period of twenty-four months from the date of purchase against all manufacturing defects.

FOR PURCHASERS IN AUSTRALIA Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Refunds will be given by refunding payments onto your credit or debit card, or if that is not possible, by cheque. No refunds will be given for purchases of gift cards.

FOR PURCHASERS IN AUSTRALIA AND NEW ZEALAND The benefits given to you under our express warranties are in addition to other rights and remedies you have under the Australian Consumer Law, the Consumer Guarantee Act (NZ) and other applicable laws.

Our express warranty is provided by:

Luxottica Retail Australia Pty Ltd (ACN 000 025 758) or Luxottica Retail New Zealand Limited (NZCN 636829) for purchases in New Zealand

Level 34-36, 1 Denison Street North Sydney NSW 2060 T. 1800 626 300. customercare@opsm.com.au

At OPSM we want you to feel confident and comfortable with your hearing solution. Simply return in store within 30 days of your purchase and we’ll work with you to find a solution. This is in addition to your rights under the Australian and New Zealand Consumer Laws.

We do everything we can to make sure you’re happy with your new glasses.

Manufacturing Warranty for items purchased in store & online at OPSM

The applicable consumer laws in Australia and New Zealand protect consumers by giving them certain guaranteed rights when they buy goods and services. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law or the New Zealand Consumer Law. You are entitled to a replacement or refund for a major or substantial failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major or substantial failure. Refunds will be given by refunding payments onto your credit or debit card, or if that is not possible, by cheque. No refunds will be given for purchases of gift cards.

Frame, Sunglasses or Lenses (Excluding hearing devices and accessories)

Our Frame, Sunglass or Lens products are guaranteed for a period of twenty-four months from the date of purchase against all manufacturing defects. If your purchase is deemed by us to be defective, bring it back to an OPSM store in the original country of purchase along with proof of purchase, and we will replace them or give you a refund at your request. We reserve the right to refuse to provide a refund or replacement if the problem has, for instance, arisen because the product was misused by the customer.

This warranty does not cover; scratches on lenses, defects caused by accident, abuse, neglect, shock, improper use, or storage of the product; unauthorised modifications or repairs; normal wear and tear including loss of screws. Please note this warranty is in addition to the other rights and remedies you have under the applicable laws.

Unfortunately, we don't offer repair services or spare parts. Customers must present to an OPSM store in the country of purchase to process in-store all returns, exchanges and any warranty claims.

Hearing Devices and Accessories

Your hearing aids and accessories come with a manufacturer’s warranty covering defects in design, materials and workmanship, so you can feel confident in your investment. This warranty does not cover damage caused by accident, misuse, damage, loss or theft, moisture damage, wax, or repairs by unauthorised or unqualified third parties.

Sonova and GN hearing aids come with a manufacturer’s warranty of 3 years on all hearing devices and 12 months on most accessories. Every manufacturer has its own terms and conditions, and our staff will be able to provide you with the information relevant to your device and accessory at the time of purchase.

For other hearing aid brands, the warranty period will vary depending on the brand, but they are usually offered for up to 3 years from the date of purchase.