Cancellation, Returns & Refund Policy

At EYElogic, we are committed to providing high-quality ZEISS products and ensuring our customers have a positive experience. Please read the following policy carefully before placing your order.

1. Order Cancellation

Orders may be cancelled at any time before the order has been shipped.

To request a cancellation, please contact us as soon as possible using the contact details provided on our website. If your order has not yet been shipped, we will cancel the order and issue a refund to the original payment method.

Once an order has been shipped, it can no longer be cancelled and will be subject to the return conditions outlined below.

Please note that orders for custom-made, prescription, personalised or specially manufactured products may not be eligible for cancellation once production or manufacturing has commenced, even if the order has not yet been shipped.

2. Returns After Shipment

Once an order has been shipped, we do not accept returns for change of mind or cancellation unless the product meets all of the following conditions:

• The product is unused and in brand-new condition.

• The product is returned in its original, undamaged packaging.

• All original accessories, documentation and components are included.

• The product is in fully resaleable condition.

• The product has not been altered, customised, assembled, marked or damaged.

• The return is requested and the product is received by EYElogic within 14 days of delivery.

• The return is at the cost of the customer, and must be sent back with Signature on Delivery option.

All returns are subject to approval by EYElogic following inspection of the returned product.

3. Return for Credit

Approved returns that meet all requirements outlined in this policy will be refunded to the original payment method used for the purchase.

Where payment was made by bank transfer, the refund will be made to the same bank account from which the original payment was received.

Any original shipping, freight, handling or other applicable charges are non-refundable unless otherwise required under the Australian Consumer Law.

The customer is responsible for the cost and safe return of the product to EYElogic. We recommend using a tracked and insured shipping service, as EYElogic cannot accept responsibility for products lost or damaged while being returned.

Refunds will generally be processed after the returned product has been received and inspected. Once processed, the time for the funds to appear in the customer's account may vary depending on the payment provider or financial institution.

4. Products That Cannot Be Returned for Change of Mind

Due to the customised and specialised nature of certain products, the following items are generally not eligible for return or refund due to change of mind once production, manufacturing or customisation has commenced:

• Custom-made or prescription ZEISS loupes.

• TTL Loupes manufactured to a customer's individual specifications.

• Customised frames or components.

• Products that have been personalised or modified at the customer's request.

• Special-order products that are not normally held in stock.

• Any product that cannot reasonably be returned to stock and resold as new.

This does not affect your rights under Australian Consumer Law where a product is faulty, defective, not as described, or otherwise fails to meet the consumer guarantees applicable under Australian law.

5. Faulty, Damaged or Incorrect Products

If your order arrives damaged, faulty, defective or incorrect, please contact EYElogic as soon as possible.

Where possible, please provide photographs and details of the issue to assist us in assessing your claim.

If a product is found to be faulty, defective or incorrectly supplied, EYElogic will assess the issue and provide an appropriate remedy in accordance with your rights under the Australian Consumer Law.

Depending on the circumstances, this may include a repair, replacement, refund or other appropriate remedy.

Customers are not required to pay return shipping costs for products that are confirmed to be faulty, defective or incorrectly supplied.

6. Incorrect or Incomplete Orders

If you receive an item that is different from what you ordered, or your order is incomplete, please contact us promptly so we can investigate and arrange the appropriate resolution.

Please do not return an incorrect item without first contacting EYElogic and receiving return instructions.

7. Return Process

To request a return, please contact EYElogic before sending any product back.

Your return request should include:

• Your name and contact details.

• Order number or invoice number.

• Details of the product being returned.

• Reason for the return.

• Photographs of the product and packaging, if requested.

Once your return request has been approved, we will provide you with instructions for returning the product.

Products returned without prior approval may be refused or returned to the customer at the customer's expense.

8. Inspection of Returned Products

All returned products will be inspected upon receipt.

If the product does not meet the requirements of this policy, including being unused, complete, undamaged and in resaleable condition, EYElogic reserves the right to refuse the return.

If a return is refused, the product may be returned to the customer at the customer's expense.

9. Refunds

Where a refund is approved under this policy or required under the Australian Consumer Law, the refund will generally be processed to the original payment method used for the purchase.

Refund processing times may vary depending on the payment provider or financial institution.

Where a return is approved solely due to change of mind, the remedy will be store credit, provided the return meets all requirements set out in this policy.

10. Australian Consumer Law

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law or any other applicable law.

Our returns policy applies in addition to, and does not replace, your rights under Australian Consumer Law.

If you believe a product is faulty or does not meet the consumer guarantees applicable under Australian law, please contact us so we can assess the issue and assist you.

11. Contact Us

If you have any questions regarding cancellations, returns, refunds or store credit, please contact EYElogic through the contact details provided on eyelogic.com.au.

EYElogic reserves the right to update this policy from time to time. The version of this policy published on our website at the time of purchase will apply to that order, subject to any rights and obligations imposed by Australian law.