Refund policy

(Compliant with Australian Consumer Law)

Last updated: 17 March 2026

1. Overview

At Losa Eyewear, we take pride in the craftsmanship and quality of every pair we create.
If your eyewear is faulty, damaged, or not as described, you are entitled to a remedy under the Australian Consumer Law (ACL).

This policy explains your rights and how we handle returns, exchanges, and warranty claims.

2. Australian Consumer Law

Our eyewear comes with guarantees that cannot be excluded under the Competition and Consumer Act 2010 (Cth). You are entitled to:

  • A replacement or refund for a major failure; and
  • Compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or excludes your rights under the ACL.

3. Warranty Coverage

Losa Eyewear offers a 12-month limited warranty from the date of purchase covering manufacturing defects in materials and workmanship.

This warranty covers:

  • Structural or hinge defects
  • Lens or coating faults resulting from a manufacturing issue

This warranty does not cover:

  • Damage caused by misuse, drops, or normal wear and tear
  • Scratches, stretching, or deformation from improper care
  • Loss or theft of eyewear

Proof of purchase (receipt or order confirmation) is required to make a warranty claim.

4. Returns & Exchanges

If you change your mind, Losa Eyewear accepts returns within 14 days of delivery for an exchange or store credit, provided that:

  • The item is unused, undamaged, and in original packaging
  • All protective films, tags, and cases are returned in new condition

Please note:

  • Change-of-mind returns are not accepted for sale or custom items.
  • Return shipping for change-of-mind items is at the customer’s expense.
  • Returned items are subject to inspection before approval.

5. Faulty or Incorrect Items

If your eyewear arrives damaged, faulty, or different from what you ordered:

  1. Contact us at info@losaeyewear.com.au within 7 days of receiving your order.
  2. Provide a brief description and clear photos of the issue.
  3. Once assessed, we’ll arrange a repair, replacement, or refund in line with the Australian Consumer Law.

Return postage for faulty or incorrect items will be covered by Losa Eyewear.

6. How to Lodge a Return or Warranty Claim

  1. Email info@losaeyewear.com.au with your order number, name, and reason for return.
  2. Our team will reply within 2–3 business days with return instructions and a return reference number.
  3. Send your item back using a trackable postal service.
  4. Once received and inspected, we’ll confirm your replacement, store credit, or refund.

Refunds are processed to your original payment method within 5–10 business days of approval.

7. Contact Us

For all return or warranty enquiries, please contact:
📧 reed@losaeyewear.com.au

8. Legal Reference

This policy is made in accordance with the Competition and Consumer Act 2010 (Cth) and the Australian Consumer Law (Schedule 2).

For more information on your consumer rights, visit the Australian Competition and Consumer Commission (ACCC):
👉 www.accc.gov.au/consumers