Change-of-Mind Returns

We accept change-of-mind returns for eligible full-priced items. Your return must be received by us within 30 days of the delivery date.

A maximum of two change-of-mind returns may be accepted per order.

You may choose one of the following options:

1. Refund to Your Original Payment Method

A refund will be issued to your original payment method. An AUD $10 return shipping fee will be deducted from the refund to cover the cost of the return label.

2. Store Credit

The full value of the eligible returned item will be issued as store credit in the form of an AUSOLEIL gift card. No return shipping fee will be deducted.

3. Exchange

You may exchange the item for another product of the same value. No return shipping fee will be deducted.

If the replacement item costs more, you will need to pay the difference. If it costs less, the difference will be issued as store credit.

Return Conditions

To qualify for a change-of-mind return, the item must:

• Have been purchased at full price and not as part of a sale, promotion or discount

• Be received by us within 30 days of delivery

• Be unworn, unused and undamaged, other than being tried on briefly to check the fit

• Have all original tags, stickers and protective materials attached and intact

• Be returned with its original, undamaged packaging, including any case, pouch or other accessories supplied with the product

• Be accompanied by proof of purchase, including the order number, customer name and order date

Sale, promotional and discounted items are not eligible for change-of-mind returns. This does not affect your rights if an item is faulty or does not meet a consumer guarantee.

Items that do not meet the conditions above may be returned to the customer and may not qualify for a refund, exchange or store credit.

Frame Fit and Four-Point Stance

Acetate frames are individually finished, so minor variations in shape and alignment can occur. When placed on a flat surface, all four contact points may not sit perfectly level. A slight variation of this kind is generally not considered a manufacturing fault.

Acetate frames can usually be adjusted by a qualified optometrist or optical dispenser to provide a more suitable fit. You may also contact us to arrange for the frame to be returned for adjustment. Postage costs associated with a fit adjustment are the customer’s responsibility.

This section does not apply where the degree of misalignment indicates a manufacturing fault or where the product does not meet the consumer guarantees under the Australian Consumer Law.

Damage caused by an adjustment carried out by a third party is not considered a manufacturing fault.

Faulty Products

Each item is inspected before dispatch and packed to reduce the risk of damage during delivery.

If you believe your item has a manufacturing fault, please contact us as soon as possible. We may ask you to provide your order details, a description of the issue and clear photographs or video showing the fault.

A product may be considered faulty if it:

• Has a defect in its materials or workmanship

• Is unsafe

• Is not of acceptable quality

• Is not reasonably fit for its intended purpose

• Is materially different from the description, images or sample provided

• Does not meet another consumer guarantee under the Australian Consumer Law

Normal wear and tear, accidental damage, misuse, improper storage or damage caused by unauthorised repairs or adjustments are not considered manufacturing faults.

If the item is confirmed to have a major failure, you may choose a refund or replacement. If the failure is minor, we may choose to repair or replace the item within a reasonable time.

Where required under the Australian Consumer Law, we will cover the reasonable cost of returning a faulty product.

Further information about product faults and warranty claims is available in our Warranty Policy.

How to Request a Change-of-Mind Return

To request a return, email support@ausoleil.com.au and include:

• Your full name

• Your order number

• The item you wish to return

• The reason for the return

• Your preferred outcome: refund, store credit or exchange

If you are requesting an exchange, please also provide the name or details of the replacement item.

Once your request has been reviewed, we will provide return instructions and, where applicable, a return label.

Please do not send an item back before contacting us. Returns sent without prior approval or sufficient order information may take longer to identify and process.

AUSOLEIL is not responsible for change-of-mind returns sent using a method other than the return instructions provided by our customer service team.

How to Report a Faulty Product

If you believe your product is faulty, email support@ausoleil.com.au and include:

• Your full name

• Your order number

• A description of the issue

• Clear photographs or video showing the fault

Please do not return the product until our customer service team has provided instructions.

We will assess the information supplied and let you know whether the item needs to be returned for inspection. You may also be asked to refer to our Warranty Policy where applicable.

Refunds

Returned items will be inspected before a refund, exchange or store credit is issued.

Approved refunds will be returned to the original payment method. The time taken for the funds to appear in your account will depend on your bank or payment provider.

For approved change-of-mind refunds, an AUD $10 return shipping fee will be deducted from the refund.

No return shipping fee will be deducted where:

• The return is approved for store credit

• The return is approved for an exchange

• The product is confirmed to be faulty and AUSOLEIL is responsible for the return cost under the Australian Consumer Law

Store credits and exchange values are based on the amount paid for the returned item after any discounts.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major failure, you are entitled to choose a refund or replacement. You may also be entitled to compensation for any other reasonably foreseeable loss or damage.

If a product does not meet a consumer guarantee but the failure is not major, we may choose to repair or replace it within a reasonable time. If we do not do so, you may be entitled to a refund or to have the product repaired elsewhere and recover the reasonable cost.

Nothing in this policy excludes, restricts or modifies any right or remedy available to you under the Australian Consumer Law.

For further information, please visit the Australian Competition and Consumer Commission website.

Governing Law

This policy is governed by the laws applicable in Australia. Any dispute relating to this policy will be dealt with by a court or tribunal with the appropriate jurisdiction.

Contact Us

If you have any questions about a return, exchange or refund, please contact us:

Email: support@ausoleil.com.au
Website: ausoleil.com.au

We aim to respond within 1–2 business days.

AUSOLEIL may update this Returns & Refunds Policy from time to time. Any changes will take effect when the revised policy is published on this page.