Terms & Conditions
[ORDERS]
All orders are considered to have been delivered in perfect condition, including any discrepancies in the quantity or items delivered, unless a report stating otherwise is received within three (3) business days from the date of receipt. To report any discrepancies, please send an email to accounts@asiacontacts1.com. If no discrepancy report is received via email within this period, the delivered goods will be deemed to be in perfect condition.
[LOOSE – ORDERS]
All Loose Orders would be delivered with a case if provided by the brand. If a claim is ordered as a Loose Order rather than a Warranty replacement, there will be a credit note applied less AUD10 for the case delivered with this claim (refer to the warranty section).
[RX – ORDERS]
RX – Order from overseas factories is subjected to the following conditions: No rotation, no changes of mind, and no returns. Additional shipping charges may apply. As this order is considered customized specifically for you, these terms are non-negotiable. Delivery lead time is 4-6 weeks.
[APROVAL]
A delivery charge will be applied to all orders. Merchandise must be returned within fourteen (14) days of receipt. If not returned within this period, items will be automatically considered as invoiced. All returned merchandise must be sent back in the exact original condition and packaging in which it was delivered.
[PARTS]
Delivery charges apply unless stated otherwise.
- Complete Product Part Replacement
- A new pair will be delivered, and a full invoice will be issued, including delivery fees.
- Upon receiving the defective part within 14 business days, a credit note will be issued for 50% or 75% of the part cost, depending on the assessed value.
Example:- Wholesale Price: AUD100
- 50% Credit: AUD50
- 75% Credit: AUD75
- Partial Product Part Replacement
- Limited small parts, such as screws and nuts are free
- Limited parts, such as nose pads and temple tips, are provided at no charge to all accounts in a fair quantity ratio based on their orders. These parts are available during sales appointments conducted by our representative (REP) at the eye care professional (ECP)s premise.
- Limited parts such as nose pads and temple tips provided at no charge for Key Accounts at a fair ratio quantity based on orders.
- Key Accounts Definition: Accounts with an annual spend of AUD5000 or more.
- Other parts are invoiced as follows: (Nose Pads: AUD5 for 1 pair, Temple Tips: AUD5 for 1 pair, End Pieces / Hinges/Trims: 15% of the part cost, Temples: 50% of the part cost, Frame Fronts: 50% of the part cost, LIPO Service Kit: $35)
- Delivery charges will apply for all part orders except parts provided under warranty.
- Defective Parts Return Policy
- Defective parts must be returned within 14 business days to qualify for credit.
- For international customers, additional time may be granted upon notification of shipping delays.
[ROTATION POLICY]
The rotation policy is in effect and subject to approval. All rotation requests must be submitted within one (1) year from the invoice date, and an approved Return Authorization Number (RAN) must be obtained before returning any items for rotation.
All merchandise returned must be in its original condition and packaging as delivered. A service fee of AUD 10 will apply to each rotated item if:
Original packaging with barcode is missing
Frames are not cleaned
Demo lenses have written prices
Stickers remain on the temples
Frames are misaligned
Nose pads are stained
Please do not return any cases with rotation items. Our rotation policy follows a 3-to-1 ratio for the same brand. If any defects are found, Asia Contacts 1 Pty Ltd reserves the right to reject the rotation.
By agreeing to this policy, you acknowledge that some products may not arrive in flawless condition. Minor cosmetic marks or slight imperfections can occasionally occur due to handling by other Eye Care Professionals (ECPs). These do not affect the functionality or overall usability of the frame and are typically not noticeable to the patient.
[DEFECTIVES]
All merchandise delivered is in perfect condition unless otherwise reported. Any defective merchandise must be communicated in writing via email and returned within (3) three days of receipt of goods.
[WARRANTY]
Our warranty policy covers 18 months from the invoice date to ECPs or 12 months from the customer’s purchase date, whichever comes first.
- Requirements for Warranty Claims:
- You must provide a photo of the defective item and a copy of the receipt of purchase.
- If a photo or receipt is not available, the defective item must be sent to us for evaluation.
- Credit Notes for Warranty Claims:
- A credit note may be issued in full, partial, or none at all, based on the outcome of the assessment.
- For claims made outside 24 months from the invoice date, the product may be deemed discontinued, and a 50% credit may be applied at the brand’s discretion.
- Loose Orders (Fewer than 3 Pairs):
- If a warranty claim is processed as a Loose Order instead of a Warranty, a credit note will be issued, deducting AUD10 for the included case within that order delivered.
- Unavailable Models for Warranty Claims:
- If the specific model is unavailable, we reserve the right to repair the frame.
- Repairs conducted under warranty include an additional 3-month unconditional warranty.
- Refer to the Repair Section for further details.
**Do not return frames under repair with prescription lenses. We would not be responsible for lost, or microscratches or etc**
[REPLACEMENT]
For products damaged due to negligence or usage (not manufacturing defects) within the warranty period (18 months from invoice date to ECPs or 12 months from customer purchase date, whichever comes first):
- Replacement Process:
- A replacement frame (whole or part) will be provided.
- Shipping costs will apply.
- Credit Process:
- A full invoice will be issued for the replacement.
- Upon receipt of the defective product, a full or partial credit note will be issued.
**Do not return frames under repair with prescription lenses. We would not be responsible for lost, or microscratches or etc**
[REPAIR]
If a specific model is not available in stock for warranty purposes, management reserves the right to repair any metal or plastic frames covered under the original warranty. Repairs conducted under these conditions will be accompanied by an additional three-month unconditional warranty.
Please send the defective frames without lenses (unless otherwise specified) to Frame Care, 9/261 McCormack St, Manunda QLD 4870. The telephone number is 07-40324141. Do include our Authorization Repair Number AC1-REPAIR(Number) ie AC1-REPAIR2283 and customer Proof of Purchase Date.
Before starting any repairs, all frames and lenses are photocopied and marked to identify any existing chips, cracks, scratches, peeling, crazing, etc. This copy is then electronically scanned and filed when the job is packed, for future reference.
**Do not return frames under repair with prescription lenses. We would not be responsible for lost, or microscratches or etc**
[EXCEPTIONS]
MORA eyewear is covered by a limited warranty for one year only and does not include features such as rotation, approval, or spare parts.
[INDENT ORDERS]
Indent Orders for Spectaful and Hilx are orders from overseas factories as we don’t keep stock in our warehouse in Melbourne. Once an order is placed, it cannot be modified, canceled, or rotated for any reason. Indent orders are non-returnable and non-exchangeable under any circumstances, including change of mind. Additional 10% charges applies for all indent orders except with a minimum of 6pairs. The estimated delivery period for indent orders is 4 to 6 weeks. Please note that delivery times are approximate and subject to potential delays beyond our control. By placing an indent order for SPECTAFUL or HILX products, you accept and agree to abide by these terms and conditions. These terms are non-negotiable and binding upon confirmation of the order. If you have any questions or require clarification regarding these terms, please contact our customer support team before placing your order.
[PROMOTION]
No rotation or limited warranty applies to all merchandise sold as promotions, clearance, best buys, or last pieces.
[RETURN CHANGE OF MIND]
Our return policy for business-to-business transactions allows for a three-day cooling-off period from the date of receipt of the goods. To initiate a return, you must notify us in writing via email to sales@asiacontacts1.com within this period and obtain a Return Authorization Number (RAN) from us via email. Once the RAN is received, you are required to complete the return form at https://asiacontacts1.com/ran/ before proceeding. Approved goods must be returned within seven days of receipt.
Please note that accepting delivery during the cooling-off period automatically forfeits your right to return. A 10% administrative fee will apply to all change-of-mind returns, and you will also be responsible for any delivery fees, paperwork, packaging charges, and restocking time. Goods must be returned in their original packaging and condition. No returns will be accepted after seven days from the date of receipt. This policy is designed to be clear and fair, reflecting the administrative and operational costs associated with change-of-mind returns in B2B transactions.
[PAYMENT]
Payment:
Credit Card, eftpos surcharge of 1.2% applies call Agnes 0450024672
or
Stripe, online surcharge of 1.5% applies
or
Bank Deposit to
Asia Contacts 1 Trust
BSB: 083054
Account number: 527411244
Reference: Optical Shop & Invoice Number
Terms and conditions https://asiacontacts1.com/terms-conditions/
Upon receipt of this invoice, you agree to remit payment for all purchases in accordance with the terms of the creditor. Payment is due within the specified timeframe listed on the invoice. No statement will be issued unless expressly requested. Any unpaid balance past the due date will incur a 1.5% monthly interest charge to the outstanding balance. You agree to adhere to these payment terms. In the event of non-payment, you will be held responsible for all costs associated with collecting the debt. This includes, but is not limited to, collection agency fees and legal fees.
[Delivery Address]
Asia Contacts 1 Pty Ltd
7 Dellwood Court, Templestowe, Melbourne, 3106 Victoria, AUSTRALIA