Refund policy

NON-SALE ITEMS – RETURNS & EXCHANGES

We want you to love your Vital glasses! If your reading glasses or sunglasses aren't quite right, or you've simply changed your mind, you can return them for a refund or exchange within 30 days of receiving your order.

How It Works – New Zealand Online Orders
  • You may choose either a refund or an exchange within 30 days of receiving your order.

  • Only one refund or exchange is permitted per original order. Once an item has been exchanged, the replacement item cannot be returned or exchanged again for change-of-mind reasons.

  • Vital covers the return courier cost for your one permitted return or exchange, including delivery of replacement items where applicable.

  • All returned items must meet our return conditions outlined below.
How to Arrange a Return or Exchange:
  1. Complete our Return Form within 30 days of receiving your order.

  2. Include your order, number if you have it.

  3. We'll email you return instructions and for an exchange, we'll arrange a courier to collect the item. 

  4. You'll then have 14 days from receiving your courier ticket to send your items back to us.
Return Conditions:

All returned items must be:
  • Unused, undamaged and unmarked.
  • Returned in their original packaging, including:
    • Box
    • Cards
    • Pouch
    • Cleaning cloth (must be unopened)

Please note: Our 30-day returns policy applies to the original purchase only. Replacement items supplied through an exchange are not eligible for a further change-of-mind refund or exchange.

What You Can’t Return:

The following accessories are final sale and cannot be returned or exchanged for change-of-mind reasons:
  • Cleaning cloths
  • Luxury hard cases
  • Cleaning solution
Refunds:

Once we receive and inspect your returned items and confirm they meet our return conditions, we'll process your refund as quickly as possible.

Your rights under the New Zealand Consumer Guarantees Act are not affected by this policy.