RETURNS POLICY LAUBMAN & PANK
Change of Mind Policy for purchases made at in-store at Laubman and Pank and via SmartShopper
Applies to: complete Pairs (Frames and Lenses), lenses only, Sunglasses, Frame-only, Contact lens purchases, AI Glasses and all Eyecare and Hearing Accessories.
Our Change of Mind Returns Policy for eyewear, eyecare products and hearing accessories is offered in addition to other rights and remedies you have under the local consumer law. This policy does not apply to Nuance Audio Glasses. Please see our 30 day satisfaction guarantee for Nuance Audio Glasses.
We are confident that you will love the product you select at the time of purchase. However, if you find you are not satisfied you may exchange eligible products for change of mind within 30 days at any Laubman and Pank store in the country of purchase, with your proof of purchase, under the following conditions:
- only one change per customer;
- the product is returned in saleable, like new condition, and packaging is sealed, unopened and inclusive of all accessories;
- we will replace the product with one of an equal or lesser value, and price difference for a lower cost item will be issued as an Laubman and Pank gift card. Read the full Gift Card Terms and conditions here.
- for exchanges where the new product is at a higher price point, you will be required to pay the difference;
- replacements will only apply to the same prescription and type of lens. Changes of lens type may involve additional costs. For replacements in lens or glasses type of a lower price point, the difference will be issued as an Laubman and Pank gift card;
- if the same product has been discontinued or is no longer available, then we may offer a replacement of a similar product.
- for prescription orders placed but not yet delivered or collected, any payments (full or partial) are non-refundable. You will be entitled to an exchange, or an Laubman and Pank Gift card to the equivalent value of payments made.
- Excluded product: we do not offer exchanges or accept returns for a change of mind on engraved and/or customised products (such as Ray Ban Remix and Oakley Custom), Eyewear Protection Plan policies, discount, clearance and special sales items.
- Contact lenses: contact lenses may only be returned for change of mind if the product is unopened and sealed in its original packaging.
- Medicines, supplements, drops and solutions: we do not offer exchanges or accept returns for change of mind on these products for hygiene reasons.
- For purchases tendered via Afterpay, where the exchange for new product is a lower price point the difference of the original price paid will be issued as a Laubman and Pank Gift Card and you will be responsible to pay out any outstanding instalments via Afterpay.
Please read this in addition to our other policies [on the website]. This policy does not apply to defective or faulty products.
Nuance Audio 30 Day satisfaction guarantee
At Laubman and Pank we want you to feel confident and comfortable with your Nuance Audio products. Simply return in store within 30 days of your purchase and we’ll work with you to find a solution.
Nuance Audio products can be returned to any Laubman and Pank.
Products must be returned in their original condition, including all parts, accessories, and packaging. This guarantee applies to the original purchase and does not cover accidental damage, scratches, breakage, or theft. Any refunds will be refunded back to the original payment method (excluding cash).
With purchases of Nuance Audio Glasses, you can also return prescription products.
For returns of lenses where you wish to keep your Nuance Audio glasses, please see our Change of Mind Policy as it applies to lenses. You may not return Nuance frames but keep the custom lenses, or place them in other frames.
This is in addition to your rights under the Australian Consumer Laws.
HOW TO RETURN FOR CHANGE OF MIND:
Complete Pairs (Frame and Lenses), lenses only, Sunglasses, Frame-only, Contact lens purchases, including all Eyecare Accessories purchases
Please read our change of mind policy to ensure your item is eligible for a return. To return an item purchased in store, you must present to an Laubman and Pank in your country of purchase and meet the conditions of our change of mind policy. Our team members will assess the item to determine if the product meets the above criteria to be eligible for a Change of Mind return.
What happens to uncollected complete pairs (frame and lenses), lenses only and contact lenses:
Collection in Store:
Once your order has arrived at the store, our staff will make reasonable attempts to contact you via the contact details provided to arrange collection. If you do not collect the order within 30 calendar days of the arrival date, the product will be returned back to the warehouse. We recommend to collect your order as soon as possible and within 14 days if you wish to enjoy the benefit of our Change of Mind Policy which is only valid 30 calendar days from the arrival date. Please consider this in addition to any terms of sale - generally any deposits or payments made in store are non-refundable except as outlined in this policy.
Ship To Home:
If delivery is unfulfilled by the courier your order will be returned to the warehouse. You will need to contact the store of purchase and provide them with the receipt number to organise redelivery or collection from store. If we determine that your order is lost in transit or returned to sender, then a replacement order will be arranged in store. Any associated shipping fees will be at the expense of the customer.
Please consider this in addition to any terms of sale in store - generally any deposits or payments made in store are non-refundable except as outlined in this policy.
Please note that delivery fees are non-refundable.
In-store purchases made via SmartShopper: (In-store specific)
Purchases made via SmartShopper are purchases made in store where the product is not available on the day. These purchases are bound by the same terms stipulated above.
SmartShopper orders (being for stock that is not available in store on the day) are placed at the time of payment and you will be responsible for collecting your purchase at a later date. This is either in store or if delivery to home is elected, upon receiving from the courier. For returns and exchanges, please return to the Laubman & Pank store of purchase. In the event where your product is defective or cancelled due to being out of stock, you are entitled to an exchange or full refund to your original payment method. In the event of a missed delivery, refused delivery or if the customer is uncontactable to collect their purchase upon arrival, the terms stipulated above apply.
What if an item purchased at Laubman & Pank is defective?
Product quality is a priority for us. Unfortunately, we don't offer repair services or spare parts. If your product is defective within 24 months of purchase, simply present to a Laubman & Pank store in the country of purchase and we will replace them or offer you a refund at your request in accordance with our policy. This warranty is in addition to any rights and remedies available to you under the local consumer law. For more information on our warranty policy please click here.
