Guarantee

Valuable information about your visit and/or purchase

Our Commitment

At Matthews we want you to feel confident with your visit and/or purchase. With this in mind we assure you that:

• Every patient of Matthews can be confident that in purchasing from Matthews they are receiving the latest technology, latest fashions with every product carrying a minimum Matthews 12 month warranty.
• Your Matthews 12-month warranty, covers product reliability and workmanship, it does not cover breakages, scratches or accidental damage.
• All of our retail products (and workmanship) carry a minimum 12-month warranty. We aim to provide automatic replacement of your purchase where the product is found to have developed a fault.

Matthews will only stock and stand behind the highest quality fashion frames, optical lenses, sunglasses and accessories.

On the basis of getting the most from your glasses - we'll be delighted to adjust and/or clean your glasses for you, at your convenience.

Our Optometrists and Dispensing Opticians are highly trained professionals who are regularly updating and upgrading their skills.

Optical glasses are a totally personalised product; it's impossible to provide an unconditional 100% money back guarantee on such a personalised product; however since 1957 we've provided a commitment to considering every potential claim on a case by case basis, effective systems ensure this happens fairly and efficiently.

Contact lenses are not generally covered under warranty within New Zealand, our policy is that we listen to any patient concern and act/respond accordingly, treating everything again on a case by case basis.

Warranty (Glasses only)

Specific Points

All optical Lenses and any treatments or coatings come with a two-year warranty (from date of purchase), "otherwise referred to as the life span of your prescription" as all adults in NZ are recommended for two yearly visual examinations (unless advised otherwise).

Matthews will also provide protection for first time Multi Focal lens wearers as  around 8% of people (within NZ) are unable to adjust to Multi Focal lenses, in this situation Matthews will pay for the replacement Bi Focal or Single Vision lenses - while there is no additional cost to the patient there is equally no refund on the Multi Focal Lens cost.

Please remember to keep your purchase receipt as it is not always possible to be able to track some counter sales to individual patients/customers, this way should the unexpected happen in the future, the correction process will be easier and faster for you.

Servicing

We service (or are agents for) all products we sell. Should you experience a problem or fault with your purchase, please return it to the location of purchase (Matthews) as soon as possible.

Adjustments

It is important to us that you get maximum benefit from your purchase. You can bring your purchase back to us and have adjustments made at any time at no charge, this offer is a year round open offer to all patients of Matthews.

Cleaning

If your purchase included lenses you will have been provided with a lens cleaning cloth and some instructions how to best care for your glasses.

If (at any stage) you have any questions please feel free to contact one of our Dispensing Opticians who will happily share their knowledge about lens cleaning and care for your glasses.

You can bring in any of your glasses for adjustments or cleaning whenever you like, it will be our pleasure to assist.

Feedback

Should you have any questions, concerns or points you wish to raise related to this Matthews warranty please feel free to contact your Practice Manager.

Or our General Manager will be happy to assist. Phone (03) 548 2301.