Return & Refund Policy

Last Updated: July 20, 2026

At NZOOL, customer satisfaction is our priority.

We carefully inspect every order before shipment and aim to provide high-quality eyewear products.

This Return & Refund Policy explains the conditions and procedures for returns, exchanges, replacements, and refunds.

1. Return Period

You may contact us within:

30 days after receiving your order

to request a return, exchange, replacement, or refund where applicable.

To start a return request, please contact our customer service team with:

• Order number
• Customer name
• Email address used for purchase
• Reason for return
• Photos or videos if the product has a defect

Returns without prior approval may not be accepted.

2. Return Conditions

To be eligible for a return:

The product must be:

• Unworn
• Unused
• In original condition
• Free from damage
• Returned with original packaging and accessories

Products showing signs of:

• Wear
• Scratches
• Damage caused by improper use
• Missing accessories

may not qualify for a refund or exchange.

3. Prescription Glasses and Customized Products

Prescription eyewear is individually manufactured according to customer-provided specifications.

Customized products include:

• Prescription lenses
• Progressive lenses
• Special lens coatings
• Personalized lens options

Because these products are made specifically for you:

• Returns due to incorrect prescription information provided by the customer may not qualify for a full refund.
• Customers are responsible for checking prescription details before submitting an order.
• We recommend confirming your prescription with a qualified eye-care professional before purchase.

This includes:

• SPH
• CYL
• AXIS
• ADD
• PD (Pupillary Distance)
• Lens type selection

4. Wrong Prescription or Manufacturing Errors

If the issue is caused by us, including:

• Incorrect prescription made by our production team
• Wrong product shipped
• Incorrect frame model
• Manufacturing defect
• Product damaged before delivery

we will provide:

• Replacement
• Repair where possible
• Refund
• Store credit

depending on the situation.

Customers may be required to provide photos or return the product for inspection.

5. Customer Order Mistakes

If you provide incorrect information, including:

• Wrong prescription
• Wrong PD measurement
• Incorrect frame size
• Incorrect lens option
• Incorrect shipping address

we will review the situation and provide available solutions.

Additional costs may apply for:

• Remaking lenses
• Producing a replacement item
• Shipping costs

6. Frame Only Returns

For non-prescription products such as:

• Optical frames
• Non-prescription sunglasses
• Accessories

customers may request a return within 30 days if the product meets our return conditions.

The customer may be responsible for return shipping costs unless the item is defective or incorrect.

7. Damaged or Defective Products

If your product arrives damaged or has a manufacturing defect:

Please contact us within:

7 days after delivery

Please provide:

• Order number
• Photos of the product
• Description of the issue

After review, we may offer:

• Replacement
• Refund
• Repair solution

8. Returns Caused by Change of Mind

For customers who simply change their mind:

Examples:

• Do not like the frame style
• Color is different from expectation
• Frame does not suit personal preference

Returns may be accepted if the product meets our return conditions.

Return shipping costs may be the responsibility of the customer.

For customized prescription lenses, additional restrictions may apply.

9. Return Shipping

Before sending any return:

Please contact customer service first.

We will provide the correct return instructions.

Please do not send products to the original shipping address unless instructed.

Customers should use a trackable shipping method.

We are not responsible for:

• Lost return packages
• Incorrect return addresses
• Customs delays during returns

10. Refund Processing

After receiving and inspecting the returned product:

Refunds will normally be processed within:

7 business days

Refunds will be issued to the original payment method where possible.

Depending on your bank or payment provider, it may take additional time for funds to appear.

Possible refund deductions:

• Original shipping fees (where applicable)
• Return shipping costs
• Customs charges
• Non-refundable service fees

11. Exchange Policy

If you request an exchange:

The replacement product will be shipped after:

• The returned product is received
• The return is approved

If the replacement product has a different price:

• Additional payment may be required
• Price differences will be refunded where applicable

12. Warranty Policy

We provide coverage against manufacturing defects.

The warranty does not cover:

• Accidental damage
• Scratches
• Loss of products
• Improper handling
• Normal wear and tear
• Damage caused by chemicals or extreme conditions

Warranty coverage does not replace professional eye-care services.

13. Consumer Rights

Nothing in this Return & Refund Policy affects your legal rights under applicable consumer protection laws.

Customers in different regions may have additional rights, including:

• New Zealand consumer protections
• Australian consumer protections
• United States consumer protection laws
• European Union consumer rights

Where mandatory laws provide stronger protections, those rights will apply.

14. Cancellation Before Production

If you need to cancel an order:

Please contact us as soon as possible.

Cancellation requests may be accepted only before:

• Production begins
• Prescription lens manufacturing starts
• Order has been shipped

Once customized production has started, cancellation may not be possible.

15. Contact Us

For return, exchange, or refund requests:

NZOOL

Website:

https://nzool.com

Email:

[email protected]