Returns & Refund Policy

 Last Updated: 09/12 /2025

Thank you for shopping with Eternity Australia Optical Europe.
We are committed to ensuring a smooth and transparent return, replacement, and refund experience in accordance with:

• EU Consumer Rights Directive (2011/83/EU)
• General Product Safety Regulations
• Czech Civil Code (Act No. 89/2012 Coll.)

By placing an order on our website, you agree to the terms outlined below.

1. 14-Day Right of Withdrawal (Cooling-Off Period)

As an EU customer, you have the right to cancel your order within 14 days from:

• The day you received your product
  or
• The day someone received it on your behalf

No explanation is required for withdrawal during this period.

To request a return within 14 days, contact us at:
📧 returns@eternityaustraliaoptical.eu

2. Conditions for Returns

To be eligible for a return, items must:

✔ Be unused and unworn
✔ Be in original packaging
✔ Include all accessories (case, cloth, tags, warranty card, stickers, etc.)
✔ Not be damaged or altered

We cannot accept returns if:

✘ The frame is scratched, bent, or worn
✘ The lenses show fingerprints, residue, or wear
✘ Prescription/customized products were made specifically for your vision
✘ The product was purchased during a final sale / clearance (unless defective)

3. Return Shipping

For valid return requests:

• Customers are responsible for return shipping costs, unless the item is defective or incorrectly supplied.
• We recommend using tracked and insured shipping.

We are not responsible for lost or undelivered return parcels.

4. Exchange Policy

You may request an exchange for:

• A different size (if applicable)
• A different model
• Warranty replacement (if product is faulty)

Exchanges are processed after the returned product is received and inspected.

5. Refund Approval & Processing Time

After receiving your returned item, we will inspect it within 5–10 business days.

If approved:

• Refunds will be issued to the original payment method
• Processing time may vary depending on banks and payment providers (typically 5–14 business days)

Shipping fees, taxes, customs duties, and service charges are non-refundable unless we supplied a defective product.

6. Defective or Damaged Items

If your product arrives defective, damaged, or incorrect, please contact us within 48–72 hours of delivery with:

• Order number
• Photos or video of the issue
• Packaging photos (if damaged in transit)

We will offer:

• Replacement
• Repair
• Partial refund
• Full refund (depending on defect severity)

7. Warranty

All sunglasses and optical frames include a 12-month limited warranty covering:

• Manufacturing defects
• Frame instability
• Hinge or structural defects

Warranty does not cover:

• Accidental damage
• Wear and tear
• Scratches or lens damage caused by misuse
• Exposure to chemicals, salt water, or heat

8. Non-Returnable / Non-Refundable Items

The following items cannot be returned or refunded:

Item Type	Return Eligible?
Custom prescription lenses	❌ No
Gift cards	❌ No
Clearance / Final Sale	❌ No
Used or worn items	❌ No
Personalized engraved products	❌ No

9. How to Initiate a Return

Email us with the following:

📧 returns@eternityaustraliaoptical.eu

Include:

• Full name
• Order number
• Reason for return
• Photo of the item (optional but recommended)

We will reply within 2–5 business days with return instructions.

10. Contact Information

For returns, exchanges, or refund queries:

📧 Email: support@eternityaustraliaoptical.eu
📍 Prague, Czech Republic
🌍 Website: www.eternityaustraliaoptical.eu

Eternity Australia Optical Europe

Premium eyewear — supported by fair and compliant return protection.

RETURN ADDRESS

ETERNITY AUSTRALIA OPTICAL [EUROPE]

POD TEREBKOU 1236/9,

NUSLE, PRAGUE 4,

PRAGU – 140 00,

CZECH REPUBLIC.