WARRANTY: Essilor Australia Pty Ltd trading as PSG Eyewear


1. GENERAL

In these Warranty Terms:

“Supplier” or “we” “us” or “PSG” means Essilor Australia Pty Ltd trading as 'PSG Eyewear', Level 34, 1 Denison Street North Sydney NSW 2060, and 10/69 Parramatta Road, Silverwater NSW 2128, ABN 96 002 659 458.

“Dispensing Optometrist” means the person, firm, company or other legal person directly placing Order(s) with PSG, and whom sells the Product to the Individual
Customer in the ordinary course of business. Dispensing Optometrist agrees to review and comply with its obligations and duties in these Warranty Terms

“Individual Customer” means the natural person who ultimately takes ownership of a Product as wearer;

“Products” means the safety glasses which are the subject of sale by the Dispensing Optometrist to the Individual Customer;

“Order” means the Dispensing Optometrist’s order for the Products, whatever its format (order form, fax, email, call to the Customer Service Team, through our ordering system or any other electronic format) and whether written or oral or as the case may be.

2. PSG EYEWEAR (PSG) WARRANTY

Our Products come with guarantees that cannot be excluded under the Australian Consumer Law or New Zealand Consumer Law. Individual Customers are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. Individual Customers are also entitled to have the goods replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Any refunds will be provided directly to the Individual Customer.

Subject to the warranty exclusions set out in Section 3 (“Warranty Exclusions”) and compliance with the assessment procedures in Section 4 (“Assessment Procedures and Warranty Outcome”), PSG offers the warranties as stated below in respect of its Products during the applicable warranty period which are in addition to an Individual Customer's other rights and remedies available under law, including, importantly any rights and remedies the Individual Customer may have against the Dispensing Optometrist.

Item Warranty period from invoice date (“Warranty Period”) Special Conditions
Prescription Safety Eyewear
QUALITY
Manufacturing 1 year from date of delivery to Individual Customer Covers manufacturing fault in materials or workmanship on the frames and lenses.
Product Quality All of the Supplier's lenses are made with high quality materials. Supplier guarantees lenses will not warp, chip or discolour.
Lens Coatings Covers crazing, peeling or discolouring of lens coatings.
NON-CONFORMITY OF PRESCRIPTION LENSES
Non-Conformity to order specification

30 days from delivery to Individual Customer

One pair of prescription safety eyewear per Individual Customer will be remade by Supplier in the event the frame recommended by the Dispensing Optometrist who submits the Order with us, is found to not meet the environmental and/or task requirements or is otherwise not fit for the purpose described by the Individual Customer at the time of assessment. Individual Customer may also have rights with the agent dispenser with whom they have a contract of sale.

(i) Individual Customer must return the Product to the Dispensing Optometrist within 30 days of delivery. Dispensing Optometrist agrees to then immediately return to Supplier via 'PSG Customer Service' for assessment of non-conformity;

(ii) For online purchases by an Individual Customer, the Individual Customer must call PSG Customer Service to explain non-conformity and to establish next steps. Individual Customer to follow instructions provided by PSG Customer Service on sending back the Product to the Supplier for assessment;

(iii) Customer or Dispensing Optometrist must provide Supplier with all information reasonably necessary for confirmation of the non-conformity.
NON-ADAPTATION FOR PRESCRIPTION PROGRESSIVE LENSES
Progressive lens non-adaptation 90 days from delivery to Individual Customer

If an Individual Customer suffers “non-adaptation”, Supplier will offer to produce a replacement pair using bi-focal or single vision lenses, thereby removing the adaptation risk, in consultation with the Individual Customer.

(i) Individual Customer must return the Product to the Dispensing Optometrist who submits the Order with the Supplier, within 90 days of delivery. Customer agrees to then immediately return to the Supplier via 'PSG Customer Service' and provide Supplier with written notification of the difficulty of adaptation;

(ii) For online purchases by an Individual Customer, the Individual Customer must call PSG Customer Service to explain difficulty of adaptation and to establish next steps. Individual Customer to follow instructions provided by PSG Customer Service on sending back to the Supplier the product for assessment.

(iii) Dispensing Optometrist or Individual Customer must provide Supplier with all information reasonably necessary for analysis by the Supplier of the difficulty of adaptation;

(iv) Excluded from this non-adaption warranty are bifocal, occupational or any other lens designs other than progressive lenses;

(v) Excluded from this warranty are dispensing errors on the part of the agent practice technician, changes to heights, pupillary distances (PDs), frame, fit parameters, lens treatment and prescription, however, Individual Customer may have rights under its contract of sale with the Dispensing Optometrist.

CANCELLATION, AMENDMENT OR CUSTOMER’S PRESCRIPTION CHANGE
Cancellation or amendment 30 mins from order placement Orders will be charged in full if the job is cancelled or amended more than 30 minutes after the order is placed.
Spectacle Prescription Change 90 days from order placement In the unlikely event that the Individual Customer’s prescription changes within 3 months of date of delivery to the Individual Customer, the Supplier will remake the Product with the updated prescription at no cost under a one-time only goodwill policy. The Individual Customer must provide a printed or electronic copy of a current, non-expired prescription to Supplier to validate this request.
3. WARRANTY EXCLUSIONS
  1. If the Australian Consumer Law, New Zealand Consumer Law, or any other law, applies to any Product and notwithstanding anything contained in any Order, the warranties and any guarantees implied thereby are implied into this document and the Individual Customer and Dispensing Optometrist shall have the full benefit of those provisions but only to the extent to which those warranties and/or guarantees are applicable and may not be excluded. All other warranties and guarantees not expressly provided in this document are excluded as far as permitted by law.
  2. The Supplier shall not be liable in any way for any of the following:
    1. Any defects in the Product that arise from the Dispensing Optometrist or Individual Customer’s neglect, negligence, misuse, abuse, accidental damages like cracks or breaks, external action or from normal wear and tear, and/or;
    2. Any other goods, products, materials, services and/or items of any kind whatsoever and regardless of howsoever the damage or defect may have occurred.
  3. Any warranty shall be void if installation, operating or maintenance instructions are not observed, or if parts are replaced or materials used are not in accordance with Supplier’s original product specifications unless the Dispensing Optometrist or Individual Customer can show with definitive evidence that the defect in question did not result from such non-observance of instructions.
4. ASSESSMENT PROCEDURES AND WARRANTY OUTCOME
  1. It is the Dispensing Optometrist’s and Individual Customer’s responsibility to check the item references, quantities, condition, and conformity of the safety eyewear to the Order at the time of delivery.
  2. To access the warranty, Customer must insure and return with carriage paid to Supplier’s Customer Service Team, in the original packaging and be accompanied by a packing slip clearly stating the quantity and description of the products returned, the reason for the return and quoting the invoice number of the original delivery, received certificate and a copy of the delivery slip of the returned Product
  3. In the event the reason for the return is due to the Dispensing Optometrist’s or Individual Customer’s claim that the safety eyewear is/are defective, Supplier shall undertake technical examination of the safety eyewear in its original or equivalent packaging. If the Supplier determines in its sole discretion that the defects fall within the warranty set out in this document, Supplier undertakes at its option to: (i) repair the affected Product; (ii) replace the Product with a pair of safety eyewear from Supplier’s current product range; or (iii) issue a credit in respect of the affected safety eyewear. The Supplier may refuse to remedy defects if the Individual Customer has not complied with the request to return the Products claimed to be defective.
  4. In the event the Supplier elects to replace the affected Product or issue a credit note, the original returned Product will be the property of the Supplier. In the event the Supplier repairs the Product or declines the warranty, Supplier will return the Product to the Dispensing Optometrist or the Individual Customer with a copy of the assessment letter.
  5. Items 1-4 above are subject to the obligations and requirements of the Australian Consumer Law and New Zealand Consumer Law.

PSG reserves the right to adjust warranties and terms, but will always honour pre-existing warranties; Please note edition date.
Effective: May 2024
Contact

For any questions about your warranty and after-sales service please contact us at:

PSG Eyewear

10/69 Parramatta Road, Silverwater NSW 2128

 
Australia

Phone: 1800 066 519

Email: cs@psgeyewear.com.au

New Zealand

Phone: 0800 000 745

Email: customerservice@psgeyewear.co.nz