Refund & Returns Policy

If you are not completely satisfied with your purchase for any reason we offer a 15-day money-back guarantee from the time you receive the goods. Please email us at support@framesbuy.co.nz within that time and we will try to resolve the issue or refund the amount at the earliest. This refund policy does not apply to goods which have been worn or used, damaged after delivery, or if any attempt has been made to alter the product. We offer free non-obligatory refunds and exchanges if they are for single vision. For bifocals and progressives, we refund or exchange the frame cost only. All products must be returned to local Framesbuy Lab in their original condition. All postage and insurance costs are to be paid by the buyer. We recommend that you return the product via Registered post so we can track your returns and issue instant refund. Buyer is responsible for any risk of lost, theft or damaged goods during transit. Framesbuy Pty Ltd will not be responsible or parcels lost or damaged in transit if you choose not to insure.
FB-RRP Rev-02
w.e.f. 18-Jan-2019