Terms & Conditions

Version: November 2025

These terms and conditions apply to all orders placed by you (the “Customer”) for any purchase made via freeframeoptics.com.

By placing an order, you agree to be bound by these Terms & Conditions. Please read them carefully before purchasing any product.

Any reference to “you” or “your” refers to the Customer.
Free Frame Optics reserves the right to change or update this site and these Terms at any time at its discretion. The version in force at the time you place your order will apply to that order.

Orders and payment

Any product (including frames, lenses and related accessories) you order from Free Frame Optics is an offer by you to purchase that product for the listed price on our website (including GST, where applicable).

All products are supplied new, and payment must be received and processed before we dispatch any goods.

Free Frame Optics reserves the right, after receipt of your order, to accept or decline your order for any reason prior to delivery. Your receipt of a payment confirmation or order acknowledgement does not constitute acceptance of your order. Risk and title in the product pass to you upon delivery to your nominated address.

Delivery

Any timeframes quoted for product delivery are estimates only.

• Delivery will be made by a postal or courier service to the shipping address you provide at checkout.

• We aim to dispatch orders as quickly as possible, and may highlight typical timeframes (e.g. single vision orders generally delivered within approx. 5 business days, multifocal/progressive orders within approx. 10 business days), but these are not guaranteed and may vary due to factors outside our control.

• If we are unable to deliver your product within a reasonable time (for example, within 15 days of the estimated timeframe), we will notify you via email and you may have the option to cancel your order for a refund.

If there is an error whereby the products delivered do not match your order, you must notify Free Frame Optics as soon as reasonably possible (ideally within 24–48 hours) with your order number, details of the product(s) ordered, and the error. Where a valid error is confirmed, we will rectify it in accordance with our Returns, Repairs & Refunds Policy.

Shipping

Orders are generally dispatched within 24–72 hours (business days), depending on your order type, once processing and lens manufacturing (if applicable) are complete.

Shipping options and costs (including any express options) will be displayed at checkout and may vary by destination. For current information on:

• Standard shipping times

• Express shipping options

• Order tracking

please refer to our Shipping Policy on the website.

Cancellation by Free Frame Optics

If any of our products are listed at an incorrect price, with incorrect information, or if we identify an error or issue at the time of sale or prior to delivery, Free Frame Optics reserves the right to cancel that sale.

If you have already paid (e.g. by debit or credit card), we will refund the full amount for the cancelled item(s) to your original payment method within a reasonable time and notify you via email.

Cancellation by you

Free Frame Optics does not accept responsibility for products that:

• Have been used for purposes other than their intended use; or

• Have been damaged or mistreated due to wear and tear, misuse or neglect after delivery.

Your rights in relation to returns, repairs and refunds are set out in our Returns, Repairs & Refunds Policy, which forms part of these Terms. In summary:

• We will reimburse, repair or replace where:
  (A) the product is faulty;
  (B) the product does not match what you ordered; or
  (C) we are required to do so under the Australian Consumer Law (e.g. for a major failure).

• For change-of-mind returns, we may accept returns subject to the conditions and timeframes in our Returns, Repairs & Refunds Policy (for example, frames in original, unused condition within the specified days). Custom prescription lenses are generally non-returnable for change of mind, as they are made uniquely for you, but remain covered if they are faulty or not made to the prescription you provided.

If you have purchased products under a promotional offer that includes complimentary items (e.g. free accessories or add-ons), and you seek a refund on the paid item(s), you may be required to return the complimentary item(s) as well in order to receive a full refund.

All returned products must be sent back in original condition, with tags, accessories and case/packaging where possible, unless the product is faulty. 

We will send you a notification email once we have received and assessed your returned item.

Tax

All orders delivered within Australia are subject to 10% GST, included in the displayed prices unless stated otherwise.

You are responsible for any fees, taxes, duties or import charges in the country where your order is delivered (for international orders).

Warranty

Free Frame Optics products (frames and lenses) are covered by a 12-month manufacturer’s warranty against faults or defects in materials and workmanship from the date of purchase, in addition to your rights under the Australian Consumer Law.

At our discretion, we may:

• Repair the faulty or defective product; or

• Replace it with the same or a comparable item.

This warranty does not cover:

• Normal wear and tear (including lens scratches from daily use)

• Accidental damage, loss or theft

• Damage caused by misuse, improper care, or unauthorised alterations

• Heat damage or impact damage

• Prescription changes over time

Any alterations made to the product by third parties may void the warranty, and any subsequent repairs or claims will be at our discretion.

Limitation of liability

Free Frame Optics and its suppliers, affiliates, directors, officers, representatives, contractors and employees are not liable for any indirect, special, incidental or consequential loss or damage, including loss of profits, loss of revenue, loss of data, or loss of opportunity.

We are not responsible for any matter beyond our reasonable control (including courier delays, customs issues, or force majeure events).

Where our liability cannot be excluded but can be limited, our total aggregate liability will be limited to 100% of the purchase price of the product.

Intellectual property

All material contained on this website and the website itself are protected by intellectual property rights. All present and future rights to intellectual property, including but not limited to inventions, conceptual ideas, information, trademarks, designs, logos, product imagery, text and copyright are owned by Free Frame Optics or its licensors.

These rights also extend to all products and content developed in whole or in part by Free Frame Optics.

You must not:

• Reproduce, modify, distribute, republish or commercially exploit any material from the website without our express written permission; or

• Use our trademarks, logos or product imagery without written consent.

Hyperlinks 

This website may contain links to other internet sites that are owned and operated by third parties. Free Frame Optics makes no representation and accepts no responsibility for:

• The operation, content or security of any such third-party site; or

• Any loss or damage arising from your use of or reliance on content, products or services available via those sites.

Access to third-party websites is at your own risk and subject to their own terms and privacy policies.

Applicable law

These Terms and any dispute arising in connection with them shall be governed by the laws of Western Australia, and the parties irrevocably submit to the exclusive jurisdiction of the courts of Western Australia.

Confidentiality & Privacy

When placing an order, you will provide personal information such as your name, delivery address, email address, telephone contact and payment details.

Free Frame Optics will keep this information confidential and will not disclose it except:

• As described in our Privacy Policy;

• As required to process and deliver your order (e.g. to payment processors and shipping providers); or

• Where required by law.

Please see our Privacy Policy for details on how we collect, use and protect your personal information.

This confidentiality clause does not apply to information that:

(A) is already in the public domain (other than through a breach by us);
(B) was already known to us prior to your disclosure; or
(C) we are required to disclose by law, court order, or regulatory authority.

Disclaimer 

To the extent permitted by law and subject to your rights under the Australian Consumer Law, Free Frame Optics makes no representations or warranties about the suitability, completeness or accuracy of information on or available through this website.

All information, content, materials, products and services provided via the website are provided “as is” and “as available”, without any warranty of any kind, except where required by law or expressly stated.

In no event shall Free Frame Optics or its affiliates, directors, officers or employees be liable (whether in negligence or otherwise) for any indirect or consequential loss, loss of profits, or damage arising in connection with the use of this website or information available through it, except where such liability cannot be excluded or limited under applicable law.

Terms & Conditions for prescription (“Prescription lenses”)

These Prescription Terms apply specifically to the purchase of prescription lenses and related prescription eyewear products from Free Frame Optics and must be read together with the general Terms & Conditions above.

If there is any inconsistency between these Prescription Terms and the general Terms & Conditions, the Prescription Terms will prevail in relation to prescription products.

Delivery (Prescription lenses)

Free Frame Optics will endeavour to deliver prescription lens products within the indicative timeframes provided on our website, for example:

• Single vision lenses – typically processed and delivered within approximately 5 business days;

• Multifocal / progressive lenses – typically processed and delivered within approximately 10 business days.

These timeframes are indicative only and may vary depending on your prescription, location, lens type and external factors.

Returns and warranty (Prescription lenses)

Because prescription lenses are custom-made to your individual prescription and measurements:

• Orders for prescription lenses cannot usually be cancelled or changed once processing has commenced.

• We generally cannot accept change-of-mind returns for prescription lenses.

However, prescription lenses remain covered where:

• The lenses are faulty or have a manufacturing defect;

• The lenses do not match the prescription details you provided; or

In those cases, we will work with you to repair, replace, or refund in line with our Returns, Repairs & Refunds Policy.

Medical advice

Our website content is not intended to provide medical, health or optical advice, diagnosis or treatment.

Always seek the guidance of a qualified health or optical professional (such as a doctor, optometrist, optician or ophthalmologist) regarding your eye health, prescription and any concerns you may have.

Prescriptions

If you order products that require a prescription, you warrant that:

• The prescription information you provide is accurate, complete and current;

• Your prescription is valid and not expired; and

• It was issued to you by an authorised optometrist or ophthalmologist.

You consent to Free Frame Optics, where necessary, contacting your eye care professional to:

• Confirm your prescription or clarify missing information; and

• Share relevant information strictly for the purpose of fulfilling your order.

Free Frame Optics cannot process orders using expired or incomplete prescriptions and will not be liable for delays or issues resulting from incorrect or incomplete information supplied by you.

Health Fund Claims

Where applicable, Free Frame Optics may issue tax invoices that you can use to claim optical benefits from your private health fund (if you have cover). Requirements for claims vary between funds.

If required by law or your health fund, tax invoices may need to state the name of the person wearing the prescribed item. We cannot alter invoices to enable claims under another person’s cover where this would be inconsistent with legal or health fund requirements.

Email marketing terms

By providing your email address to Free Frame Optics, whether through checkout, account creation, or newsletter sign-up, you agree to receive marketing emails from us. These may include promotions, new product updates, special offers, and reminders.

You can unsubscribe at any time by clicking the “Unsubscribe” link in any email or by contacting us at support@freeframeoptics.com.

Unsubscribing will not affect essential emails related to your orders, shipping updates, or account information.

Warranty and return

In the unlikely event that you are not satisfied with your Free Frame Optics Eyewear product, please return it to us within 10 days of when it was delivered to you. We will gladly provide a refund if the product is in its original packaging and still in ‘as new’ condition.

Acceptable returns received after 10 days, but within 60 days, of when it was delivered to you will receive a store credit of equal value to your product.

To return please send to:

FREE FRAME OPTICS
17 Blinco Street
Fremantle WA 6160
Australia

 

If you have any questions email or call us:

Email us: support@freeframeoptics.com

Call us: 1800 861 905

LXC AI PTY LTD trading as Free Frame Optics