Our Happiness Guarantee
Change of Mind
We are confident that you will love the frames you select at the time of purchase. However, if you find you would prefer a different pair, you may be eligible to return your purchase if it meets the criteria under our Change of Mind Returns policy. For further information please refer to our full returns policy here.
Complimentary Lifetime Adjustments
Come in and see us for a complimentary professional clean and adjustment at any time.
If your purchase if defective, please bring in the product and receipt. All Laubman & Pank products come with a manufacturing warranty. Refer to our full Manufacturing Warranty policy here.
Returns Policy Laubman & Pank
In this Returns Policy, “Laubman and Pank”, “we”, “our”, “us” refers to Luxottica Retail Australia Pty Limited (ACN 000 025 758) for purchases in Australia; and Luxottica Retail New Zealand Limited (CN 636829) for purchases in New Zealand, and our related bodies corporate and ultimate holding company Luxottica Group S.p.A where applicable.
Change of Mind Policy for purchases made at Laubman & Pank
Our Change of Mind Returns Policy is offered in addition to other rights and remedies you have under the local consumer law.
We are confident that you will love the frames you select at the time of purchase. However, if you find you would prefer a different pair, you have 30 calendar days from the first date of purchase to come in and exchange your order in store.
For prescription orders placed but not yet delivered or collected, any payments (full or partial) are non-refundable under our Change of Mind Policy. You will be entitled to an exchange, or a Laubman & Pank Gift card to the equivalent value of payments made.
For exchanges where the new pair is at a higher price point, you will be required to pay the difference. For exchanges of a lower price point, the difference will be issued as a Laubman & Pank gift card.
Please read this in addition to our other policies [on the website]. Note, your product is only eligible for exchange once under our Change of Mind Policy.
Our Change of Mind Policy does not apply to the following products: contact lenses, engraved and or customised products, EPP policies, accessories, special sales items.
HOW TO RETURN FOR CHANGE OF MIND: Complete Pairs (Frame and Lenses), lenses only, Sunglasses, Frame-only, Contact lens purchases, including all Eyecare Accessories purchases
For Change of Mind returns for in-store purchases at Laubman & Pank, you must present to a Laubman & Pank store within 30 calendar days in the country of purchase and we will offer you an exchange for a new product.
To be eligible to exchange your purchase under our 30-Day Change of Mind policy, you will need proof of purchase (Store Receipt or Tax Invoice issued by a Laubman & Pank store) and the product and case must be in the original “as new” condition.
For exchanges where the new product is a lower price point, the remaining balance will be issued as an Laubman and Pank gift card available to be redeemed in any Laubman & Pank store within the same country for 3 years from the date of issue. Read the full Gift Card Terms and Conditions [here].
For purchases tendered via Afterpay, where the exchange for new product is a lower price point the difference of the original price paid will be issued as a Laubman & Pank Gift Card and you will be responsible to pay out any outstanding instalments via Afterpay.
For exchanges where the new pair is at a higher price, you will be required to pay the difference with an accepted payment method at the time of exchange.
Afterpay terms and conditions may apply.
For prescription orders where you wish to return or cancel under the Change of Mind policy, please note that the value of any full or partial payments are non-refundable under our Change of Mind Policy.
We cannot accept Change of Mind exchanges on contact lenses, engraved and or customised products. Our Change of Mind policy does not apply if you have broken or damaged the product in any way and is not in an ‘as new’ saleable condition.
HOW TO RETURN FOR CHANGE OF MIND: Frame-only and Non- Prescription Sunglass purchases:
Only in circumstances where your sunglasses or frame-only product is in saleable condition, meaning the product is unused, unworn, in original sealed packaging, with the original case and with the original price tags attached, our team members will assess the item to determine if the product meets the above criteria to be eligible for a Change of Mind refund.
For purchases made with a gift card payment type and then returned under this Policy, a new gift card with will be loaded to the value of the product and issued to you at the time of exchange. Please read the full Gift Card Gift Card Terms and conditions here.
What happens to uncollected complete pairs (frame and lenses), lenses only and contact lenses:
Collection in Store:
Once your order has arrived at the store, our staff will make reasonable attempts to contact you via the contact details provided to arrange collection. If you do not collect the order within 30 calendar days of the arrival date, the product will be returned back to the warehouse. We recommend to collect your order as soon as possible and within 14 days if you wish to enjoy the benefit of our Change of Mind Policy which is only valid 30 calendar days from the arrival date. Please consider this in addition to any terms of sale - generally any deposits or payments made in store are non-refundable except as outlined in this policy.
Ship To Home:
If delivery is unfulfilled by the courier your order will be returned to the warehouse. You will need to contact the store of purchase and provide them with the receipt number to organise redelivery or collection from store. If we determine that your order is lost in transit or returned to sender, then a replacement order will be arranged in store. Any associated shipping fees will be at the expense of the customer.
Please consider this in addition to any terms of sale in store - generally any deposits or payments made in store are non-refundable except as outlined in this policy.
Please note that delivery fees are non-refundable.
In-store purchases made via SmartShopper: (In-store specific)
Purchases made via SmartShopper are purchases made in store where the product is not available on the day. These purchases are bound by the same terms stipulated above.
SmartShopper orders (being for stock that is not available in store on the day) are placed at the time of payment and you will be responsible for collecting your purchase at a later date. This is either in store or if delivery to home is elected, upon receiving from the courier. For returns and exchanges, please return to the Laubman & Pank store of purchase. In the event where your product is defective or cancelled due to being out of stock, you are entitled to an exchange or full refund to your original payment method. In the event of a missed delivery, refused delivery or if the customer is uncontactable to collect their purchase upon arrival, the terms stipulated above apply.
What if an item purchased at Laubman & Pank is defective?
Product quality is a priority for us. Unfortunately, we don't offer repair services or spare parts. If your product is defective within 24 months of purchase, simply present to a Laubman & Pank store in the country of purchase and we will replace them or offer you a refund at your request in accordance with our policy. This warranty is in addition to any rights and remedies available to you under the local consumer law. For more information on our warranty policy please click here.