Returns & Refund Policy

Introduction

This is the Returns & Refund Policy for Nomi Eyewear. We are committed to providing you with quality eyewear and ensuring your satisfaction. We comply fully with the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Your Rights Under Australian Consumer Law

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.

Faulty or Defective Products

If your product is faulty, not of acceptable quality, does not match its description, or does not do what we said it would, please contact us at nomieyewear@gmail.com within a reasonable time.

We will offer a repair, replacement, or refund at our discretion, or your choice in the case of a major failure. We cover all return shipping costs for faulty products. Refunds will be processed within 10 business days of receiving the returned item.

Incorrect Prescription Filled

If we made an error in manufacturing your lenses to the prescription provided, please contact us immediately. We will remake and reship the glasses at no additional cost to you.

If the error was in the prescription you provided to us, this is not considered a manufacturing defect. However, please reach out to us, and we will work with you to find a solution.

Prescription Adaption Period

It is completely normal to require an adaptation period for new prescription lenses, especially for multifocals, progressives, or a significant change in astigmatism. It typically takes 1 to 2 weeks for your brain and eyes to adjust to a new prescription. If you continue to experience difficulties after 14 days of consistent wear, please consult your optometrist.

No Returns or Exchanges for Change of Mind

Because all our prescription lenses are custom-crafted specifically to individual prescription specifications, frame choices, and optical measurements, we do not accept returns, exchanges, or issue refunds for change of mind, style preference, frame size miscalculation, or customer error in supplying prescription details.

All sales are final once an order is confirmed. We do not offer product exchanges for alternative frames, sizes, or lens options. We encourage all customers to review their prescription and frame measurements carefully before ordering.

How to Claim Under Statutory Guarantee

If your item is faulty, damaged in transit, or we filled your prescription incorrectly, please follow these steps to make a claim under statutory guarantee:

1. Contact nomieyewear@gmail.com with your order number, a description of the issue, and photos of any damage or defect.
2. Our customer care team will review your request and issue a Return Authorisation (RA) number and return instructions if applicable.
3. Package the items securely, ensuring the RA number is clearly visible.
4. Once inspected and validated, we will process your repair, replacement, or refund in accordance with Australian Consumer Law.

Damaged in Transit

If your order arrives damaged, please contact us as soon as possible (ideally within 7 days of delivery) with photos of the damage. We will arrange a replacement at no cost to you.

90-Day Delivery Guarantee

If your order takes more than 90 days to arrive, you are eligible for a full refund (including shipping) and you can keep the glasses if they eventually arrive. For full details and how to claim, please see our Shipping Policy.

Contact

If you have any questions or concerns regarding our Returns & Refund Policy, please contact us at: nomieyewear@gmail.com

We aim to respond to all inquiries within 24 hours.