CHANGE OF MIND POLICY FOR PURCHASES MADE IN-STORE AT RAY-BAN
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 have 30 calendar days from the first date of purchase to come in and exchange in store.
Please read this in addition to our other policies. Note, your product is only eligible for exchange once under our Change of Mind Policy.
Our Change of Mind Policy does not apply to the following products: contact lenses, engraved and or customised products, accessories, special sales items.
HOW TO RETURN: Complete Pairs (Frame and Lenses), lenses only, Sunglasses, Frame-only, Contact lens purchases, including all Eyecare Accessories purchases
For change of mind returns for in-store purchases at Ray-Ban, you must present to an Ray-Ban store within 30 calendar days in the country of purchase and we will offer you an exchange for a new product.
To be eligible to exchange your purchase under our 30-Day Change of Mind policy, you will need proof of purchase (Store Receipt or Tax Invoice issued by an Ray-Ban store) and the product and case must be in the original “as new” condition.
For exchanges where the new product is a lower price point, the remaining balance will be issued as a Ray-Ban gift card available to be redeemed in any Ray-Ban store within the same country for 3 years from the date of issue. Read the full Gift Card Terms and Conditions.
For purchases tendered via Afterpay, where the exchange for new product is a lower price point the difference of the original price paid will be issued as a Ray-Ban Gift Card and you will be responsible to pay out any outstanding instalments via Afterpay.
For exchanges where the new pair is at a higher price, you will be required to pay the difference with an accepted payment method at the time of exchange.
For prescription orders where you wish to return or cancel under the Change of Mind policy, please note that the value of any full or partial payments can be redeemed under the Change of Mind policy.
We cannot accept Change of Mind exchanges on contact lenses, engraved and or customised products. Our Change of Mind policy does not apply if you have broken or damaged the product in any way and is not in an ‘as new’ saleable condition.
Applicable to Frame-only and Non- Prescription Sunglass purchases:
Only in circumstances where your sunglasses or frame-only product is in saleable condition, meaning the product is unused, unworn, in original sealed packaging, with the original case and with the original price tags attached, our team members will assess the item to determine if the product meets the above criteria to be eligible for a refund.
For purchases made with a gift card payment type and then returned under this Policy, a new gift card will be loaded to the value of the product and issued to you at the time of exchange. Please read the full Gift Card Terms and conditionshere.
Uncollected complete pairs (frame and lenses), lenses only and contact lenses:
Collection in Store:
Once your order has arrived at the store, our staff will make reasonable attempts to contact you via the contact details provided to arrange collection. If you do not collect the order within 30 calendar days of the arrival date, the product will be returned back to the warehouse. We recommend to collect your order as soon as possible and within 14 days if you wish to enjoy the benefit of our Change of Mind Policy which is only valid 30 calendar days of purchase . Please consider this in addition to any terms of sale - generally any deposits or payments made in store are non-refundable except as outlined in this policy.
Ship To Home:
If delivery is unfulfilled by the courier your order will be returned to the warehouse. You will need to contact the store of purchase and provide them with the receipt number to organise redelivery or collection from store. If we determine that your order is lost in transit or returned to sender, then a replacement order will be arranged in store. Any associated shipping fees will be at the expense of the customer.
Please consider this in addition to any terms of sale in store - generally any deposits or payments made in store are non-refundable except as outlined in this policy.
Please note that delivery fees are non-refundable.
In-store purchases made via SmartShopper: (In-store specific)
Purchases made via SmartShopper are purchases made in store where the product is not available on the day. These purchases are bound by the same terms stipulated above.
SmartShopper orders (being for stock that is not available in store on the day) are placed at the time of payment and you will be responsible for collecting your purchase at a later date. This is either in store or if delivery to home is elected, upon receiving from the courier. For returns and exchanges, please return to the Ray-Ban store of purchase. In the event where your product has a major fault is defective or is cancelled due to being out of stock, you are entitled to an exchange or full refund to your original payment method. In the event of a missed delivery, refused delivery or if the customer is uncontactable to collect their purchase upon arrival, the terms stipulated above apply.
Manufacturing Warranty For Items Purchased In Store & Online at Ray-Ban
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 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 failure.
For further information, please refer to the Ray-Ban Warranty Policy here.