Refund policy

Refund & Exchange Policy

At Index Optical, we aim to provide a seamless shopping experience, and we're here to support you with your purchases. Please read our policy below to understand how we handle refunds and exchanges.

Full Priced Items & Final Sale

Only full-priced items are eligible for refunds or exchanges. All sale or discounted items are final and cannot be returned.

Returns & Exchanges

We understand that finding the perfect fit online can be challenging. If you're not completely satisfied, you may return eligible items for a full refund or exchange within 14 days of receiving your order. You can do this either by visiting our store with your receipt or by arranging a return via courier.

In-Store Purchases

Please note, we do not offer "change of mind" refunds for in-store purchases, as our in-store styling service helps ensure you find the right fit before purchase.

How to Return

Please send all returns to:

Index Optical
5 Havelock Road
Havelock North 4130
New Zealand

Product Conditions for Return

  • Items must be in their original packaging and condition.
  • Glasses should be in perfect condition with all tags intact.
  • Customers are responsible for return shipping costs, and these are non-refundable.
  • We recommend using a trackable shipping service and purchasing insurance for items over $100, as we cannot guarantee receipt of returned items.

Non-Returnable Items

  • Items returned more than 14 days after delivery
  • Sale or discounted items
  • Gift cards
  • Items not in their original condition (damaged, missing parts, or tags removed) not due to our error

Refunds

  • Once your return is received and inspected, we will notify you via email about the status of your refund.
  • If approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 7 days.
  • If you haven't received a refund after this period, please check your bank or credit card account and then contact your bank. If issues persist, contact us at shop@indexoptical.co.nz 

Exchanges

  • We only replace items if they are defective or damaged.
  • To request an exchange for the same item, please email us at shop@indexoptical.co.nz and send the item to: 

    Index Optical
    5 Havelock Road
    Havelock North 4130
    New Zealand

Gifts

  • If your purchase was marked as a gift shipped directly to you, you'll receive a gift credit for the return value, and a gift certificate will be mailed after receipt.
  • If the gift was shipped to the giver, we will refund the gift giver directly.

Shipping

  • To return your product, ship it to:
    Index Optical, 5 Havelock Road, Havelock North 4130, New Zealand
  • Shipping costs are your responsibility and are non-refundable.
  • For items over $100, we recommend tracking or insuring your shipment, as we cannot guarantee receipt of returned items.

Order Cancellation & In-Store Policy

  • We reserve the right to cancel orders due to insufficient stock, delivery restrictions, or pricing errors.
  • In-store purchases may be exchanged or given store credit only; refunds are not offered for change of mind.

12-Month Limited Warranty

Our eyewear comes with a 12-month limited warranty that covers:

  • Defects in material or workmanship to ensure your eyewear performs as intended.

Warranty Exclusions

This warranty does not cover:

  • Commercial use, normal wear and tear, misuse, accidents, neglect, or modifications.
  • Scratched, fractured, or shattered lenses.
  • Damages caused by improper repairs or storage.
  • Incidental or indirect damages.

Warranty Duration

The warranty is valid for one year from the purchase date, as documented.