Returns Policy
This policy covers contact lenses and other products ordered from the Rose Optometry contact lens store. To start a return, or if you have any questions, email orders@roseoptom.co.nz.
Changed your mind
You can return an item within 30 days of purchase and exchange it or receive store credit. The item must be unused, in the same condition you received it and in its original packaging, so lens packs must still be sealed. Change-of-mind returns are by post, and you pay the postage for the returned item and for any replacement. There is no restocking fee.
Faulty, damaged or incorrect items
If an item arrives faulty, damaged or is not what you ordered, email us as soon as you can. Please do not send anything back until we have replied. Once we have received and inspected the item, we will email you to confirm whether it can be exchanged or refunded.
Approved refunds go back to your original payment method, usually within 5 working days of us receiving the item. We also refund your postage for returning it.
Cancelling an order
You can cancel an order and receive a refund any time before it is dispatched. Email us as soon as possible with your order number.
How to return an item
- Email orders@roseoptom.co.nz with your order number and the reason for the return.
- Wait for us to confirm the return. Items sent back without confirmation may not be accepted.
- Post the item to Rose Optometry, 38 Lake Road, Frankton, Hamilton 3204.
Your rights
Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986.