At OpticsCentral, we understand that our products are generally a once-in-a-lifetime purchase and we want you to be satisfied with your purchase. As such, if you have any issues with your order, we offer a 30 Day Returns Policy that is subject to the terms and conditions listed below.
1. Change of Mind Returns
For all orders purchased on our website:
1.1 Brand New Resellable Condition
We accept change of mind returns for items that are returned in their original, brand-new resellable condition* within 30 days from the date of delivery. Original proof of purchase is required when lodging a Change of Mind Returns claim with our Customer Service Team. Returns will be provided in the form of store credit or refund for the total amount paid by the buyer, less the shipping fee. The Shipping Fee is not refundable and return postage is at the buyer’s expense. Refunds will only be made out to the original payment method and will only be refunded after the item has been returned to our warehouse and assessed by our staff. Please note that it may take up to 7 days from our receipt date at our OpticsCentral warehouse before the refund is processed back into your account. Any Special or Custom Order items that were specifically ordered in are not eligible for change of mind returns. Unfortunately, we are unable to accept any change of mind returns for orders paid on AfterPay at this time.
*Brand New Resellable Condition means that:
• All original packaging, including external brown cardboard packaging (if applicable) is unopened and untampered with.
• All internal components including packing boxes and supplies, accessories, warranty cards, instruction manuals, maps and charts are returned with the item in an original, resalable condition with the original item itself.
1.2 Items Not Found In Resellable Condition
• Optics Central reserves the right to refuse returns for refund or store credit, or charge a restocking fee depending on the condition of the returned item. This restocking fee can only be announced after inspection from our team and we will contact you if this applies. This may be up to 40% of the value of the item.
• If the item was returned using our OpticsCentral return postage label and the item is not returned in resellable condition or as described, the buyer will be charged for the postage cost incurred for its return, where the returns claim has been accepted, and this amount will taken out from the store credit or refund issued to you.
For all orders purchased at our OpticsCentral Mitcham showroom:
All change of mind returns for items in their original, brand-new resellable condition must be returned to our store within 30 days from the date of pickup. Otherwise, we may refuse or charge a restocking fee depending on the condition of the returned items. If you wish to post the item to us, you may do so at your own expense but any damage during transit will be at the buyer’s expense and may result in non-receipt or a restocking fee.
Unfortunately, we cannot accept any returns on any assembled telescopes and dobsonian bases for any reason other than fault. Gift Vouchers placed through our website are not eligible for order cancellation or return.
To initiate a change of mind return, please contact our team at firstname.lastname@example.org with your original proof of purchase to initiate the process. If you purchased your order online at www.opticscentral.com.au, you are more than welcome to return or exchange your order at our Optics Central store in Mitcham. Please bring your original proof of purchase when coming by.
2. Items Damaged In Transit
OpticsCentral uses a range of trusted courier services to handle our shipping and deliveries to you. Unfortunately, from time to time, some unintentional damage may occur during transit. In these rare occurences, please contact our Service Team at email@example.com within 3 days with a written description of how the item has been received, and include images of the boxes and your original proof of purchase. Please do so within 3 days of receiving your item to alert us. Please leave your item aside until further instructions have been provided.
If the item is found faulty due to the damage in transit or has been received in unreasonable condition, we will arrange for a Returns Label for your item to be returned to us, and a replacement item if available will be shipped out to you upon receipt at our store and assessment from our staff. If unavailable, we will issue you a refund/replacement to an item of similar value upon your approval as per Australian Consumer Law.
3. Faulty / Missing Items
In some rare cases, as frustrating as it may be, brand new items may be found to be faulty when received. Please understand that these occurrences are really outside of our team's control, and absolutely undesirable for both you and us! However, we will work to rectify this issue within a reasonable timeframe to minimise any further inconvenience to you.
If an item has just been received and found to be faulty, please do not use the item and email our Service Team at firstname.lastname@example.org immediately. Faulty Item claims for faulty items must be made within 30 days from the date of delivery. When contacting us, please include a copy of your order number and include a written description and pictures of the item as it has been received. Please leave the item aside in its original box until further instructions have been provided by our team. Our Service Team will be in touch with you as soon as possible with a resolution and/or return postage label if required.
The faulty item may be repaired/replaced under Australian Consumer Law to a similar item of similar value, or if unavailable, a full refund will be issued to the original payment method. This will be made at the discretion of the Optics Central assessment team and we will inform you of the outcome. If items are missing from the box, we may be able to ship out replacement / spare parts to you, subject to our stock availability.
For all items that are found faulty outside of the 30 days, please refer to our Repairs and Warranty Policy.
If you have any questions about our Returns Policy or your order, please contact us at 1300 884 763 or email our team at email@example.com.