Bought something from

OPSM

that broke too soon?

OPSM provides a 24-month manufacturer’s warranty on most prescription lenses, eyeglass frames, and sunglasses. This warranty covers manufacturing defects and material faults from the date of purchase, giving customers two full years of protection.

In plain terms, if your OPSM eyewear has a problem due to how it was made (for example, a hinge defect, premature lens coating failure, or frame weakness), OPSM will repair, replace, or refund the item at no cost.

Coverage includes:

• Manufacturing faults (e.g., cracked hinges, peeling lens coatings, or defective welds).
  
  
• Material defects (issues in construction or workmanship).
  
  
• All OPSM eyewear brands (Ray-Ban, Oakley, Vogue, Prada, etc.) purchased from OPSM stores or opsm.com.au.
  
  
• Prescription lenses and frames that fail due to defects, within 24 months.
  
  

The warranty applies to original purchasers and complements your Australian Consumer Law rights, meaning if a product fails beyond two years but well before a reasonable lifespan, you may still be entitled to a remedy.

⚠️ Excluded items: Contact lenses, hearing devices, Nuance Audio smart glasses, and accessories have different policies or guarantees.

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
    
    

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.

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.

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.

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.