Refund Policy
Our Refunds Policy
At Ecstasy Eyewear, we strive to ensure you’re satisfied with your purchase. Our refunds and returns policy is aligned with the Consumer Guarantees Act (CGA) of New Zealand.
Refund Eligibility
You can request a refund in the following cases:
- Damaged or Defective Products: If your eyewear arrives damaged or with defects, you’re entitled to a refund or replacement. Know in detail.
- Incorrect Items: If you receive the wrong product, we will issue a refund or send the correct item. Know in detail.
Non-Refundable Situations:
- Change of Mind: Refunds will not be granted if you simply change your mind. Know in detail.
- Misuse or Accidental Damage: Products that are damaged through misuse or accident are not eligible for refunds. Know in detail.
Warranty
Our products come with a one-year manufacturing defect warranty. This does not cover accidental damage or unauthorized repairs.
FAQs
1. Can I get a refund if I change my mind after purchase?
No, refunds are not applicable if you simply change your mind.
Know in detail:
https://www.consumerprotection.govt.nz/general-help/consumer-rights-finder/products
2. What if my eyewear arrives damaged or defective?
You’re entitled to a repair, replacement, or refund under the Consumer Guarantees Act (CGA).
Know in detail:
https://www.consumerprotection.govt.nz/general-help/consumer-rights-finder/products
3. What if the lenses are incorrect?
If the lenses don’t match your prescription, you can request a refund under the CGA.
Know in detail:
https://www.consumerprotection.govt.nz/general-help/consumer-rights-finder/products
4. Can I get a refund for the wrong frame design or color?
Yes, if the product doesn’t match the description. Refunds don’t apply if you simply change your mind.
Know in detail:
https://www.consumerprotection.govt.nz/general-help/consumer-rights-finder/products
5. What if the glasses are uncomfortable or don’t fit?
If they are not fit for purpose, you may be entitled to a remedy under the CGA, unless you misuse or alter the product.
Know in detail:
https://www.consumerprotection.govt.nz/general-help/consumer-rights-finder/products
6. What happens if my eyewear delivery is late or lost?
You can ask for a refund if it doesn’t arrive as promised, unless it was bought for business use.
Know in detail:
https://www.consumerprotection.govt.nz/general-help/consumer-rights-finder/products
7. Can I return custom-made eyewear?
Refunds for custom orders apply only if they’re faulty or not as ordered. The CGA doesn’t cover change of mind for custom products.
Know in detail:
https://www.consumerprotection.govt.nz/general-help/consumer-rights-finder/products
8. What if I receive the wrong product?
You are entitled to a refund or replacement if the item received differs from what you ordered.
Know in detail:
https://www.consumerprotection.govt.nz/general-help/consumer-rights-finder/products
9. What if my eyewear order is incomplete?
You can request a replacement or refund if items are missing from the order.
Know in detail:
https://www.consumerprotection.govt.nz/general-help/consumer-rights-finder/products
10. What happens if there’s a payment error, such as being charged twice?
You can claim a refund for any billing errors. The CGA doesn’t cover this, but consumer rights laws apply.
Know in detail:
https://www.consumerprotection.govt.nz/general-help/consumer-rights-finder/products