Refund policy

Last updated: 9 October 2026

Our returns policy in short

  • If your order has not been dispatched, you can cancel it for a full refund.
  • After dispatch, we do not accept returns, refunds or colour or style exchanges if you change your mind.
  • If your sunglasses are faulty, or are not what we described, you have rights under the Consumer Guarantees Act 1993. We will honour them, and we cover the reasonable cost of returning them.

Cancelling an order before dispatch

Email info@frmzeyewear.co.nz with your order number as soon as possible. If your order has not been dispatched when we receive your message, we will cancel it and refund you in full.

Change of mind

After your order has been dispatched, we cannot accept returns, refunds or colour or style exchanges because you have changed your mind, for example about the colour, the style or how the sunglasses look on you. Please check the product page before you order. This does not affect your rights under New Zealand consumer law.

Faulty products and your rights

Under the Consumer Guarantees Act 1993, products must be of acceptable quality, match their description and be fit for their purpose. If your FRMZ sunglasses are faulty, arrive damaged, or are not what you ordered:

  1. Email us as soon as you notice the problem at info@frmzeyewear.co.nz.
  2. Include your order number or other proof of purchase, a short description of the problem and clear photos if you can. If photos are not available, we will help you with another way to assess the problem.
  3. We will reply and tell you the next step.

We will assess the problem fairly and provide the remedy you are entitled to under the Consumer Guarantees Act. Your statutory rights do not depend on FRMZ choosing to approve your claim.

If a fault can be remedied and is not of substantial character, FRMZ may choose to repair the sunglasses, replace them with an identical product, or refund you in full. We must provide the remedy at no charge and within a reasonable time. If we refuse or fail to remedy the fault within a reasonable time, you may have it repaired elsewhere and recover reasonable repair costs, or reject the sunglasses and seek a refund or replacement under the Act.

If the fault cannot be remedied or is of substantial character, you may reject the sunglasses and choose a refund or a replacement of the same type and similar value, if reasonably available, subject to your rights under the Act. You may instead keep them and claim compensation for their reduced value. You may also claim compensation for reasonably foreseeable loss caused by the failure.

If we need the sunglasses returned to assess or remedy a reported fault, we will email you a prepaid NZ Post return label, so you will not pay to return them. If you have already paid reasonable postage to return a faulty product, contact us and we will cover it.

There is no fixed deadline for telling us about a fault. What is a reasonable time depends on the product and the problem, so please tell us as soon as you can. It helps if you keep the sunglasses and their packaging until we reply, but this is not a condition of your rights.

What the Act does not cover

The Consumer Guarantees Act does not generally cover problems caused after delivery by accident, misuse, not following the care instructions, or normal wear and tear. We will look at each claim fairly and explain our decision.

Caring for your sunglasses

Store them in the protective pouch, clean the lenses with the microfibre cloth, and avoid harsh chemicals and long exposure to extreme heat.

Incorrect address and returned parcels

If NZ Post returns a parcel because the delivery address you provided was incorrect or incomplete, or because you did not collect it, we will contact you. You can choose either reshipping at the actual NZ Post cost, which we will confirm with you and obtain your agreement to before resending, or a full refund of the product price once the parcel is safely returned to us.

If the error was ours, we will cover the cost of putting it right. We will not charge reshipping costs where doing so would conflict with your rights under New Zealand consumer law. These options do not delay or limit any remedy you are entitled to under that law. See our Shipping Policy.

How refunds are paid

We process approved refunds within 3 business days of approving them. Refunds go back to your original payment method. For orders paid with Afterpay, we process the refund through Afterpay, which applies it to your instalments or your card and emails you a breakdown. Your bank, card provider or Afterpay may take longer to show the refund.

Your legal rights

Nothing in this policy limits or removes your rights under the Consumer Guarantees Act 1993 or any other New Zealand consumer law.

Contact us

info@frmzeyewear.co.nz · www.frmzeyewear.co.nz

FRMZ EYEWEAR LIMITED (NZBN 9429053681379), trading as FRMZ Eyewear