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]

Loose Orders refer to individual eyewear orders and should not be misclassified as Warranty Claims. If a warranty claim is submitted under a Loose Order—without proper identification as a Warranty Case and without following the correct procedure—the maximum credit note issued will be 50%, and delivery charges will apply.

[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.
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 (annual spend of AUD5000 or more) at a fair ratio quantity based on orders.
- 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)
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 and etc.

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 covers 18 months from the invoice date to Eye Care Professionals (ECPs) or 12 months from the customer’s purchase date, whichever comes first.
This warranty applies strictly to manufacturing defects only. It does not cover issues caused by customer negligence, abuse, misuse, or accidental damage. You can always request for a goodwill consideration for the Pt.

Requirements for Warranty Claims

A photo of the defective item and a copy of the receipt of purchase must be provided.

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 not at all, based on the outcome of the assessment.

For claims made after 24 months from the invoice date, the product may be deemed discontinued, and a maximum 50% credit may be applied at the brand’s discretion.

Misclassified Warranty Claims

Unavailable Models

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.

⚠️ Important: Do not return frames under repair with prescription lenses. We are not responsible for lost lenses, micro-scratches, or any lens-related issues.

[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]

Please note: Spectaful and Hilx are Indent-Only brands. Any other brands not listed as in stock on our website are also considered Indent Orders.

What Is an Indent Order?

Indent Orders refer to products not stocked in our Melbourne warehouse. These orders are placed directly with the brand overseas and are subject to specific terms and timelines.

Indent Order Process

Quotation Issued
We will first provide you with a detailed quote, including courier charges and estimated lead times.
Quote Acceptance
Once you confirm the quote, we will issue an official invoice.
Invoice Payment & Order Confirmation
Upon payment, we will place the order directly with the brand owner overseas.
Shipping & Delivery
Once dispatched, we’ll arrange delivery to your nominated address and provide tracking details when available.

Indent Courier Charges

From Europe/USA (e.g., Spectaful):

1 pair: AUD 90
2 pairs: AUD 80
3 pairs and above: Free courier

From Asia (e.g., Lipo, Paul Frank, Plak, Crispin Bees, Hilx, Ryan Adda, Mora):

1 pair: AUD 45
2 pairs: AUD 40
3 pairs and above: Free courier

Estimated Delivery Time

Asia: 4 to 6 weeks
Europe: 4 to 8 weeks

Note: Delivery timelines are estimates only and may be impacted by supplier delays, customs clearance, or other factors beyond our control.

Terms & Conditions

Indent Orders are non-cancellable, non-returnable, and non-exchangeable once confirmed.
No rotation, changes, or refunds are available, including for change-of-mind purchases.
By placing an Indent Order, you confirm your agreement with these terms.

[Promotion / Clearance / As-Is / Last Piece Items]

All items marked as Buy Free, Buy Discounts, Promotions, Clearance, Best Buys, or Last Pieces are sold As-Is.

No Approval, No Rotation, No Returns, and No Warranty Applies.
These items are final sale and are not eligible for approval, rotation, return, or warranty. However, if any issues arise, we’re happy to check if we have spare parts or other solutions available to assist where possible.

[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