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Warranty Policy
Last Updated: July 2026
At NZOOL, we are committed to providing high-quality eyewear products and ensuring customer satisfaction.
This Warranty Policy explains the warranty coverage for our eyeglasses, sunglasses, frames, and prescription lenses purchased through our websites.
1. Warranty Coverage
We provide a limited warranty against manufacturing defects in materials and workmanship for eligible products purchased from our websites.
Our warranty applies only to products purchased directly from:
- NZOOL
or through our authorized sales channels.
2. Warranty Period
We provide:
Frame Warranty
12 months warranty
from the date of delivery against manufacturing defects affecting the frame structure.
Covered issues may include:
- Frame breakage caused by manufacturing defects
- Defective hinges
- Structural defects in the frame material
- Manufacturing-related issues affecting normal use
Prescription Lens Warranty
90 days warranty
from the date of delivery for manufacturing-related lens defects.
Covered issues may include:
- Incorrect lens coating defects
- Manufacturing flaws
- Visible defects caused during lens production
Accessories Warranty
Accessories such as:
- Nose pads
- Screws
- Cases
- Cleaning cloths
are covered for manufacturing defects only.
Normal replacement due to wear and tear is not covered.
3. What Is Covered
Our warranty covers defects that occur under normal use conditions, including:
Frames
Examples:
- Frame cracking due to material defects
- Broken hinges caused by manufacturing faults
- Structural problems present upon delivery
Lenses
Examples:
- Coating defects
- Manufacturing imperfections
- Lens production errors
4. What Is Not Covered
This warranty does not cover damage caused by:
Accidental Damage
Including:
- Dropping or crushing the glasses
- Sitting on the glasses
- Impact damage
- Damage caused by pets or children
Improper Use or Care
Including:
- Bending or adjusting the frame yourself
- Exposure to extreme heat
- Leaving glasses in a hot vehicle
- Using unsuitable cleaning products
- Chemical damage
Normal Wear and Tear
Including:
- Minor scratches
- Surface marks
- Fading over time
- Loose screws caused by regular use
- Normal hinge wear
Prescription Issues
The warranty does not cover:
- Incorrect prescription information provided by the customer
- Customer dissatisfaction due to prescription changes
- Adaptation difficulties to new lenses
- Incorrect pupillary distance (PD) information provided by the customer
Customers are responsible for providing accurate prescription information when placing an order.
5. Warranty Claim Process
To request a warranty assessment, please contact our customer support team with:
- Order number
- Customer name and email address
- Description of the issue
- Clear photos or videos showing the defect
- Any relevant information about product use
Our team will review your request and determine whether the issue qualifies under this Warranty Policy.
6. Warranty Resolution
If your claim is approved, we may provide one of the following solutions:
- Repair the product where possible
- Replace the defective product
- Replace the defective component
- Provide another appropriate resolution
The solution provided will depend on:
- Nature of the defect
- Product availability
- Manufacturing circumstances
7. Warranty Shipping
If a warranty claim is approved:
- We may provide instructions for returning the product.
- Customers may be required to provide photos or videos before returning items.
- Shipping arrangements will be discussed during the warranty process.
Customers are responsible for any unauthorized return shipping costs.
8. Prescription Lens Warranty Limitations
Prescription eyewear is individually customized based on customer-provided prescription information.
Because prescription lenses are personalized products, warranty coverage does not include:
- Changes to prescription requirements
- Personal preference changes
- Incorrect prescription details submitted by customers
- Difficulty adapting to progressive lenses
We recommend consulting your optometrist before ordering prescription lenses.
9. Consumer Rights
This Warranty Policy does not limit any rights you may have under applicable consumer protection laws.
For customers in:
New Zealand
Your rights may be protected under the Consumer Guarantees Act 1993, where applicable.
Australia
Your rights may be protected under the Australian Consumer Law.
European Union / United Kingdom
Your rights may be protected under applicable consumer protection laws, including statutory guarantees.
United States
Your rights may vary depending on applicable state laws.
Where consumer protection laws provide mandatory rights, those rights will continue to apply.
10. Warranty Transfer
Warranty coverage applies only to the original purchaser and cannot be transferred to another person.
11. Changes to This Warranty Policy
We reserve the right to update this Warranty Policy from time to time.
Any changes will be published on this page with the updated date.
12. Contact Us
If you have questions regarding our Warranty Policy, please contact us.
NZOOL
Website:
https://www.nzool.com
Email:
[email protected]
