Returns policy

Returns

In this Returns Policy, “Ray-Ban”, “we”, “our”, “us” refers to Luxottica Retail Australia Pty Limited (ACN 000 025 758) for purchases in Australia; and Luxottica Retail New Zealand Limited (CN 636829) for purchases in New Zealand, and our related bodies corporate and ultimate holding company Luxottica Group S.p.A where applicable.

RETURNS POLICY FOR PURCHASES MADE ONLINE AT RAY-BAN.COM

When shopping at Ray-Ban you can always change your mind. If you are not satisfied with your frames, sunglasses, or accessories purchase from https://www.ray-ban.com/australia you may request a return within 14 days of the delivery date via our return’s portal. If you are not satisfied with your prescription eyewear purchase, you may contact customer care (1 800 830547 free toll number) to request a return within 21 days of the delivery date.

Customised products cannot be returned or refunded for change of mind, as they are made to the customer’s exact specifications. This includes products such as our Ray Ban REMIX and customised Ray Ban Meta. For all other products, items must be returned in its original, unmarked packaging including any accessories, manuals, documentation, and registration that was included with the product and in ‘as new’ and undamaged condition with a Return Authorisation (RA) number. The product must be returned to us within 14 calendar days of the issuance of the Return Authorisation Number. We will provide you a refund based on your original method of payment. Returns that do not meet these conditions may be subject to a refusal under this offer. Our change of mind return policy does not apply if you have broken or damaged the product in any way. It cannot be used or combined with any other offer, discount, or promotion. 

RETURN A PURCHASE MADE ONLINE VIA MAIL

JUST FOLLOW THESE SIMPLE STEPS:

  1. For Frames, Sunglasses & Accessories returns go to the My Orders page, enter your order number and the email address used when placing your order and follow the guided procedure.
  2. For Prescription Eyewear returns call our Customer Service (1 800 830547 free toll number) that will create the Return Label & Authorisation for you.
  3. Print the Return Label & write your Return Authorisation Number on the outside of the box. 
  4. Pack item(s) in the original packaging including any documentation, accessories and manuals received with the product - make sure the package is secure and that the contents do not risk being damaged during shipping.
  5. Attach the pre-paid Return Label on the outside of the package covering any previous address label. 
  6. If you prefer you can call our Customer Service (1 800 830547 free toll number) that will create the Return Label & Authorisation for you.
 

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

DISCLAIMERS

CUSTOMISED PRODUCTS PURCHASED ONLINE
Custom products including REMIX and customised RayBan Meta are not returnable or refundable under Ray-Ban’s online return policy.

RETURN AUTHORISATION (RA) NUMBER REQUIRED FOR PURCHASES MADE ONLINE AT Ray-ban.com
All products being returned must have a Return Authorisation number in order for a prompt refund. Products must be returned within 14 days of receiving the Return Authorisation number. Original freight charges are not refundable under this offer.

14-DAY RETURN PERIOD FOR FRAMES, SUNGLASSES & ACCESSORIES


21-DAY RETURN PERIOD FOR PRESCRIPTION EYEWEAR
You must request a Return Authorisation number within 21 days of the delivery date. Securely package items as we are not responsible for any items lost or damaged in transit.

MISSING ITEM OR DAMAGED PRODUCT FEE
Additional fees will be charged for any product missing the original box, packaging material, contents, accessories, and/or manuals (i.e. any product not in "sellable" condition).

Note: We only accept returns on items purchased from Ray-Ban.com/australia. Items purchased from an Authorised Ray-Ban retailer or optician must be returned to the place of purchase.