Smart eyewear · Lenswap
Get help with your smart eyewear and custom prescription lenses. Choose the support team that matches your enquiry.
Directed · Australian distributor
For frame, electronics and manufacturer warranty enquiries about eyewear distributed by Directed, contact their Australian support team. They can advise on the applicable warranty and returns process.
Lenswap support
For questions about your prescription lenses, lens options or optical accuracy.
support@lenswap.com.au
Find the terms for your prescription lenses and Directed-distributed eyewear below. These warranties are additional to your rights under Australian Consumer Law.
Lenswap®
Office 8, 72 York St, South Melbourne, VIC 3205
Email: admin@lenswap.com.au
We will repair or replace lenses supplied by Lenswap that develop a manufacturing or material fault within one year of purchase. We will assess the fault and advise you of the appropriate remedy. This voluntary warranty does not limit any repair, replacement, refund or compensation you may be entitled to under Australian Consumer Law.
Damage caused by misuse and minor damage resulting from ordinary use are not covered by this voluntary warranty. Please care for your lenses regularly. These exclusions do not remove your statutory rights where a product or service fails to meet a consumer guarantee.
This voluntary lens warranty does not provide a separate warranty for the frame or its electronics. Directed’s applicable product warranty is described below.
We assess frames received for suitability before fitting replacement lenses. If a frame is unsuitable, we will contact you to discuss options. Existing wear, damage or deterioration may affect suitability. Nothing in this section excludes Lenswap’s responsibility to provide fitting services with due care and skill or any other obligation that cannot lawfully be excluded.
Because lenses are made to your requirements, we do not offer change-of-mind refunds once your order has been placed and lens production has commenced. This does not affect your rights where lenses or services are faulty, incorrectly supplied or otherwise fail to meet Australian Consumer Law guarantees.
When ordering prescription lenses, you confirm that you have a valid, non-expired prescription issued by an eligible optometrist or ophthalmologist, and that the prescription and measurements you provide are accurate and complete. We may need to verify missing or unclear information before processing your order.
If you believe there is a prescription, measurement or vision issue, contact us for assessment. Responsibility and any remedy will depend on the cause of the issue and your rights under Australian Consumer Law.
Email info@lenswap.com.au with your full name, contact details, order number or other proof of purchase, photographs and a description of the issue. Claims may also be sent to the Lenswap address above. We will review the information, advise whether inspection is needed and explain the next steps.
Contact us for return instructions before sending your eyewear. If a fault covered by this lens warranty or a failure to meet a consumer guarantee is confirmed, Lenswap will cover reasonable return postage costs. To request reimbursement of costs you have already paid, email your postage receipt and order details to info@lenswap.com.au. Any proposed charges for work outside warranty will be explained before you agree to proceed.
Directed Electronics Australia Pty Ltd provides the product warranty described in its terms below. This is separate from Lenswap’s voluntary lens warranty.
Directed’s supplied terms state that the product is warranted against defects in materials and workmanship for 12 months from purchase, or the period stated on the packaging. They require use in accordance with Directed’s instructions and exclude defects resulting from alterations, accident, misuse, abuse or neglect. Consumer guarantee rights may continue beyond the stated warranty period.
Keep your proof of purchase and provide the product model, a description of the fault and any supporting photographs when making an enquiry.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
This warranty is provided in addition to your rights under the Australian and New Zealand Consumer Law.
Directed Electronics Australia Pty Ltd (Directed Electronics) warrants that this product is free from defects in material and workmanship for a period of 12 months from the date of purchase or for the period stated on the packaging. This warranty is only valid where you have used the product in accordance with any recommendations or instructions provided by Directed Electronics. This warranty excludes defects resulting from alterations of the product, accident, misuse, abuse or neglect.
You agree to defend, indemnify and hold harmless Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates from and against any and all claims, proceedings, injuries, liabilities, losses, costs and expenses (including reasonable legal fees), including but not limited to, claims alleging negligence, invasion of privacy, copyright infringement and/or trademark infringement against Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates or the Directed Electronics Australia Pty Ltd (Directed Electronics) services, relating to or arising out of your breach of any provision of these terms, your misuse of the Directed Electronics Australia Pty Ltd (Directed Electronics) services, or your unauthorized modification or alteration of products or software.
Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates has a limited warranty on whereby Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates warrants to you and only to you that Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates products will be free from defects in materials and workmanship for one (1) year from the date of your purchase of the Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates products (unless a longer warranty period is required by law).
To the extent possible under governing law, other than the above product warranty for the Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates products, you understand and agree that the Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates services are provided on an “as is” and “as available” basis. Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates makes no warranty that the Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates services will meet your requirements or that use of the Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates services will be uninterrupted, timely, secure or error-free nor does Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates make any warranty as to the accuracy or reliability of any information obtained through the Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates services (including third party content), that any defects in the Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates services will be corrected or that the Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates products or Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates services will be compatible with any other specific hardware or service. Further, Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates does not warrant that the Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates services or the Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates servers that provide you with data and content are free of viruses or other harmful components. Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates also assume no responsibility for and shall not be liable for any damages caused by viruses that may infect your Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates products.
You agree that Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates is not an insurer and that Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates is not providing me with insurance of any type. Any amounts that you pay Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates for the Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates service are not insurance premiums and are not related to the value of your vehicle or property, anyone else’s property located in your vehicle or premises, or any risk of loss in your vehicle or at your premises. If you want insurance to protect against any risk of loss at your vehicle or premises, you will purchase it. In the event of any loss, damage, or injury, you will not look to Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates to compensate you or anyone else. You release and waive for yourself and your insurer all subrogation and other rights to recover against Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates arising because of the payment of any claim for loss, damage, or injury.
Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates’ equipment and services do not cause and cannot eliminate occurrences of certain events, including, but not limited to, fires, floods, burglaries, robberies, and medical problems. Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates make no guarantee or warranty, including any implied warranty of merchantability or fitness for a particular purpose, that the Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates equipment and services provided will detect or avert such incidents or their consequences. Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates does not undertake any risk that you or your vehicle or property, or the person or property of others, may be subject to injury or loss if such an event occurs. The allocation of such risk remains with you, not Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates.
Other than the above product warranty for the Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates products, Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates and its suppliers disclaim all warranties of any kind, whether express, implied, or statutory, regarding the Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates equipment and any associated app/service. Including any implied warranty of title, merchantability, fitness for a particular purpose, or noninfringement of third-party rights. Because some jurisdictions do not permit the exclusion of implied warranties, the last sentence of this section may not apply to you. Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates hereby further expressly disclaim all liability for any claims for service failures that are due to normal product wear, product misuse, abuse, product modification, improper product selection or your non-compliance with all applicable federal, state, or local laws.
This warranty and warranty disclaimer give you specific legal rights, and you may have other rights that vary by state, province, or country. Other than as permitted by law, Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates does not exclude, limit, or suspend other rights you have, including those that may arise from the nonconformity of a sales contract. For a full understanding of your rights, you should consult the laws of your state, province, or country. For our Australian customers: please note that this warranty is in addition to any statutory rights in Australia in relation to your goods which, pursuant to the Australian Consumer Law, cannot be excluded.
Under no circumstances will Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates be liable in any way for any content, including, but not limited to, the loss of content, any errors or omissions in any content, or any loss or damage of any kind incurred in connection with use of or exposure to any content posted, emailed, accessed, transmitted, or otherwise made available via the Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates app.
Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates liability for damages, especially for breach of duty or obligation, delay in performance, non-performance, or malperformance shall be precluded, except when these are due to negligent breaches of any significant contractual duty or obligation on the part of Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates. Any liability for negligence is limited to direct losses usually and typically foreseeable in such case. Should the claim for damages be based on wilful or grossly negligent breach of contractual duty or obligation on the part of Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates, the preclusion and limitation of liability mentioned in the preceding sentences will not apply. The preceding preclusion and limitation of liability will also not apply to claims for damages arising out of loss of life, bodily injury, or health impacts for which Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates may be liable, or for non-contractual liability.
Some states and countries do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. Additionally, this provision is not intended to limit Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates’ liability in the event of Directed Electronics Australia Pty Ltd (Directed Electronics) and its subsidiaries and affiliates’ wilful or intentional misconduct.
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