Returns Policy

CONTACT LENS RETURNS AND REFUND POLICY
We will provide a refund for returned contact lenses provided the boxes of contact lenses arrive un-opened, un-marked and un-damaged. The contact lenses must be returned within 60 days from the date of purchase.

Our policy lasts 60 days. If 60 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Your refund will be processed within 5 working days of your product being received by us and approved for refund. Your transaction amount, after transaction fees of 5.5%, a re-stocking and administration fee of $10 and shipping fees for return to the manufacturer (if applicable) will be deducted for all returned products. Unless we have processed your order incorrectly, we do not refund any costs involved in returning products.

If you change your mind about your purchase and notify us before your order has been packaged for dispatch by Visique on High Street & Main Optometrists then your transaction amount, after transaction fees of 5.5% and shipping costs for return to the manufacturer (if applicable) have been deducted, will be refunded to a valid credit card you supply.

FRAME AND SUNGLASSES RETURNS AND REFUND POLICY
Your frames and sunglasses have been assessed for any signs of manufacturing defects and are in factory new condition ready for dispensing. If you change your mind about your frame or you have any other issues or concerns please contact us at online@huttvalleyeyes.co.nz straight away so we can help. Your provider will adjust the frame to achieve the best fitting prior to having prescription lenses fitted to your frame. This process will then be repeated and verified when your completed glasses are dispensed to you. Once adjustments have been made to the frame by your provider then the frame cannot be returned for exchange or refund unless there is a manufacturing defect as described in the Returns Policy.

All frames and sunglasses images displayed on this website are from products we have or have had in stock. We have made every effort to display as accurately as possible the colours and images of our products that appear in the website store. We cannot guarantee that your device or computer monitor’s display of any colour will be accurate. If you purchase frames and / or sunglasses from this website store and bring them to Visique on High Street & Main Optometrists to have your prescription lenses fitted to the frame or sunglasses then fitting fees will apply.

We will provide a refund for returned frames and sunglasses provided they have not been worn or used, damaged after delivery, or if any attempt has been made to alter the product or if they have been dropped or broken. All products must be returned in their new, original condition. For your protection we take photos of your frame or sunglasses prior to dispatch in the unlikely event there is damage to your frame in the postal process. The product must be returned within 14 days from the date of purchase.

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Your refund will be processed within 5 working days of your product being received by us and approved for refund. Your transaction amount, after transaction fees of 5.5%, a re-stocking and administration fee of $10 and shipping fees for return to the manufacturer (if applicable) will be deducted for all returned products. Unless we have processed your order incorrectly, we do not refund any costs involved in returning products.

If you change your mind about your purchase and notify us before your order has been packaged for dispatch by Visique on High Street & Main Optometrists then your transaction amount, after transaction fees of 5.5% and shipping costs for return to the manufacturer (if applicable) have been deducted, will be refunded to a valid credit card you supply.

RETURNS PROCESS
Email us at online@huttvalleyeyes.co.nz and advise us you would like to return a product. Please provide us with your order number from your purchase and reason for return. We will provide a return address and a Return Authority Number.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. For your protection we take photos of your frame or sunglasses prior to dispatch in the unlikely event there is damage to your frame in the postal process.

If you are approved, then your refund will be processed, and a refund will be applied to your credit card within 5 working days.

LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at online@huttvalleyeyes.co.nz.

DEFECTIVE PRODUCTS
If you have any problems with products purchased from us at any time please let us know immediately. Please do not attempt to repair frames or sunglasses yourself – we cannot accept products that have been tampered with for return under a manufacturer’s warranty.

If any products are determined to be defective by the manufacturer or distributor we will replace them. For your protection we take photos of your frame or sunglasses prior to dispatch in the unlikely event there is damage to your frame in the postal process.

Visique on High Street & Main Optometrists makes no warranty, express or implied beyond the manufacturer’s / distributor’s warranty regarding any products sold, including any implied warranties of merchantability or fitness for a particular purpose. Any claim is limited to the value of the product supplied.

EXCEPTIONS
Accessories, contact lens cases, supplements, eye drops and solutions are exempt from being returned.

SALE ITEMS
Only regular priced items may be refunded; unfortunately sale items (or items worded in similar terms) cannot be refunded.

EXCHANGES
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at online@huttvalleyeyes.co.nz and send your item to: 153-155 High Street, Lower Hutt Wellington NZ 5010.

If your contact lens prescription changes we will exchange un-opened, un-marked and un-damaged boxes of contact lenses for your new prescription provided they are returned within 60 days of the original purchase date and accompanied by a printed verification of the change in prescription signed by an Optometrist currently registered in New Zealand.

Once we receive your contact lenses for exchange and verify they are suitable for return then a re-stocking and administration fee of $10 in addition to the shipping fee for return to the manufacturer and to you is to be paid before the contact lens exchange order is placed.

We will exchange a frame or sunglasses for a different model or colour provided they have not been worn or used, damaged after delivery, or if any attempt has been made to alter the product or if they have been dropped or broken. All products must be returned in their new, original condition. For your protection we take photos of your frame or sunglasses prior to dispatch in the unlikely event there is damage to your frame in the postal process. The product must be returned within 14 days from the date of purchase.

Once we receive your frames or sunglasses for exchange and verify they are suitable for return then the difference in purchase cost (if applicable), a re-stocking and administration fee of $10 in addition to the shipping fee for return to the manufacturer (if applicable) and to you is to be paid before the frame or sunglasses exchange order is placed. If the replacement item is a lower cost than the original purchase then the purchase price difference after transaction fees of 5.5% have been deducted will be credited towards the refund amount applied.

SHIPPING
To return your product, you should send your product to: Visique Optometrists, 153-155 High Street, Lower Hutt Wellington NZ 5010.

You will be responsible for paying for your own shipping costs for returning your items unless we have processed your order incorrectly or your items are defective or damaged. Shipping costs are non-refundable. We don’t guarantee that we will receive your returned item, and have no responsibility or liability if we don’t receive it, so we advise that you investigate shipping insurance for valuable items.