What's covered under OPSM's warranty?
What does OPSM's warranty cover?
How to claim a warranty with OPSM
OPSM’s warranty claim process is designed to be fast and stress-free.
Step 1: Identify and verify the issue
Check your eyewear for clear defects caused by manufacturing, not accidental damage or wear-and-tear. Common valid issues include lens coating failure, hinge breakage, or structural defects.
Step 2: Gather proof of purchase
Have your receipt, invoice, or order confirmation ready. If you bought online, your order email works. Proof of purchase confirms the product and purchase date.
Step 3: Visit an OPSM store or contact Customer Care
- In-store: Bring your defective item and proof of purchase to any OPSM store in the country of purchase. Staff will inspect the product and determine if it qualifies for warranty coverage.
- Online: If you can’t visit a store, contact OPSM Customer Care:
- Phone: 1800 626 300 (Australia)
- Contact Form: OPSM Contact Us
- Phone: 1800 626 300 (Australia)
Step 4: Present your item and documentation
In-store staff will assess your eyewear on the spot. For online claims, you may be asked to send photos of the defect and your order number.
Step 5: Product assessment
If it’s clearly a manufacturing fault, the store can often approve your claim immediately. In some cases, OPSM may send the item to the manufacturer for inspection. You’ll be notified if this is required.
Step 6: Receive your remedy – replacement or refund
Once approved, you’ll receive either:
- A replacement of the same or equivalent product, or
- A full refund to your original payment method.
If your claim was lodged online, OPSM will send you a free returns shipping label to post the defective product back.
💡 Pro Tip: Keep a copy of your warranty claim receipt or reference number, it helps if you need to follow up.
Exclusions & limitations - when OPSM's warranty doesn't apply
OPSM’s warranty covers manufacturing defects, but excludes issues caused by misuse, wear, or external damage.
Not covered:
- Accidental damage or misuse: Broken frames from drops, crushed eyewear, or improper handling.
- Scratched lenses: Lens scratches from daily use or improper storage are considered normal wear.
- Wear-and-tear: Gradual loosening of hinges, fading frame color, or stretching from use.
- Unauthorized repairs: Any third-party or DIY repair voids the warranty.
- Loss or theft: Missing or stolen items aren’t covered.
- Product category exclusions: Contact lenses, hearing aids, and Nuance Audio glasses follow separate warranty or satisfaction policies.
- Change of mind or comfort: Discomfort or preference changes aren’t defects (but may fall under OPSM’s separate 30-day returns policy).
⚠️ Important: If a defect is found to be caused by user damage or poor maintenance, OPSM will not replace or refund under warranty. However, store staff may offer a discount on replacement lenses or frames as a goodwill gesture.
Required documentation for OPSM warranty claims
To ensure a smooth process, bring or submit the following when making your warranty claim:
- Proof of purchase: Receipt, invoice, or online order confirmation email.
- Product details: Frame or lens model name, or serial number if applicable.
- Description of issue: A short summary of what’s wrong and how it affects your eyewear.
- Photographic evidence: Clear photos of the defect (especially for online or mail-in claims).
- Identification (if requested): Rarely needed, but may be required for large refunds or card verification.
- Claim reference form or email: If you’re returning by mail, include any authorisation email or case number OPSM sends you.
💡 Tip: If you registered your purchase under an OPSM account, your digital receipt can serve as proof of purchase.
How long does the warranty claim process take with OPSM?
OPSM’s goal is to resolve warranty claims quickly and transparently.
In-store claims:
- Most manufacturing defects are verified and resolved on the spot, customers often leave with a replacement the same day.
- Refunds are processed immediately in-store. Credit card refunds usually appear in 3–5 business days, depending on your bank.
Inspection required:
- If your glasses need to be sent to a lab or manufacturer, OPSM aims to resolve the case within 7–14 business days. Staff will inform you of expected timelines and update you once the decision is made.
Mail-in claims (for online purchases):
- Add 3–5 business days for shipping each way.
- OPSM processes refunds or replacements within 7 business days of receiving your returned item.
Typical total timeframe:
- Simple claims: Same day to 3 days.
- Inspections: 1–2 weeks.
- Mail-in claims: 2–3 weeks from start to finish.
OPSM communicates proactively, if you haven’t heard back by the estimated date, call 1800 626 300 with your case reference.
OPSM cases submitted through Ajust
I bought new glasses from OPSM and within a week I lost a lens because a screw came out. It wasn’t my first pair of glasses, and I take care of them, so it felt like a clear manufacturing fault. When I called, OPSM showed no interest in inspecting them or taking responsibility—just blamed me and told me to pay for a new lens. That’s not how a warranty should work. - Clare
Recent OPSM customer warranty experiences
No questions asked replacement – A long-time customer shared that OPSM replaced defective glasses on the spot, saying the process was “quick and easy.” The customer praised OPSM’s willingness to stand by its 24-month warranty.
Scratched lenses not covered – Another customer found their lenses scratched after 9 months and was told it was normal wear-and-tear. OPSM offered a discount on replacements instead.
Persistence paid off – A customer whose lenses became cloudy within a year initially had their claim denied but successfully appealed under Australian Consumer Law, resulting in OPSM replacing the lenses as a goodwill gesture.
Official OPSM Warranty Policies & Support Links
- 24-Month Warranty Policy: OPSM Service Guarantee – Covers manufacturing defects and product care information.
- Manufacturers Warranty T&Cs: OPSM Warranty Terms – Details on the 24-month coverage and exclusions.
- Customer Support:
- Phone: 1800 626 300 (Mon–Fri, 9am–5pm AEDT)
- Contact Us Form – Select “Returns & Warranty” to lodge a claim.
- Phone: 1800 626 300 (Mon–Fri, 9am–5pm AEDT)
- Find a Store: OPSM Store Locator – Visit your nearest store for in-person assistance.
- Australian Consumer Law: ACCC – Consumer Guarantees – Learn more about your legal warranty rights.
OPSM Warranty FAQs
What does OPSM’s 24-month warranty cover, and which products are excluded?
OPSM’s warranty covers manufacturing defects in most prescription lenses, frames, and sunglasses for 24 months from purchase. If an issue is caused by how the eyewear was made, like hinge defects, premature lens coating failure, or frame weakness, OPSM may repair, replace, or refund at no cost. The warranty applies to OPSM eyewear brands bought in-store or via opsm.com.au. Contact lenses, hearing devices, Nuance Audio smart glasses, and accessories are excluded or follow different policies.
How do you make an OPSM warranty claim in-store or online, and what’s the fastest path?
To make an OPSM warranty claim, bring the item and proof of purchase to any OPSM store in the country of purchase, or contact Customer Care if you can’t get to a store. In-store claims are often assessed on the spot, and clear manufacturing faults can be approved immediately. For online claims, you may be asked for photos of the defect and your order details, and OPSM can provide a free returns shipping label. The fastest path is usually visiting a store with your receipt or order confirmation.
What isn’t covered by the OPSM warranty, and why are scratched lenses usually rejected?
OPSM’s warranty doesn’t cover accidental damage, scratches from daily use, normal wear-and-tear, loss or theft, or unauthorised repairs. Scratched lenses are typically treated as normal wear or poor storage rather than a manufacturing defect, so they’re usually excluded from warranty remedies. If OPSM decides damage is user-caused or due to poor maintenance, they won’t replace or refund under warranty, but may offer a discount on replacement lenses or frames as a goodwill gesture.
How long do OPSM warranty claims take, and can Australian Consumer Law help after 24 months?
Many OPSM warranty claims are resolved the same day in-store, while inspections can take 7–14 business days and mail-in claims commonly take 2–3 weeks including shipping. Refunds processed in-store can still take 3–5 business days to appear in your account, depending on your bank. Australian Consumer Law (ACL) also applies alongside the warranty, so if your eyewear fails well before a reasonable lifespan, you may still be entitled to a remedy even after the 24-month warranty period.
If you don’t act now, you might lose your rights.
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