Using Kuumee
These terms apply to your use of the Kuumee website and your purchases through it. Use the service lawfully. Do not misuse accounts, submit fraudulent information, introduce harmful code or interfere with the security or operation of the website.
These terms do not exclude any consumer rights or remedies that cannot lawfully be excluded. The Australian consumer guarantees described in our returns policy apply alongside our commercial promises.
Your account
Provide accurate, current account and contact information. Keep your email account, sign-in codes and password secure. Your account lets you manage your security settings, addresses and orders. Contact us if you suspect unauthorised use.
Account closure is separate from cancellation of an order or a request for a refund. Closing your account does not by itself settle an outstanding purchase, refund or complaint.
Orders and product information
Before paying, check the selected frame, lens option, prescription, measurements, delivery details, currency and order total. You are responsible for supplying the information requested for your order. Ask your eye care professional if you are unsure of your prescription or measurements.
Product availability and prices may change before an order is placed. Review any revised checkout total before proceeding. Later catalogue changes do not automatically change the product details or price recorded for an existing order.
Screen colours can differ from the physical product. This does not remove your rights if the goods materially differ from their description or otherwise fail to meet consumer guarantees.
Placing an order and checking payment
A pair saved in your cart is not an order. Your order reference identifies an order submitted through checkout; it does not by itself confirm successful payment, completion of production or dispatch. Check the payment and order status in your account.
Complete payment within the deadline shown for your order. If payment is pending or the page closes unexpectedly, check the existing order before trying again. A payment authorisation, a pending charge and a confirmed payment are not the same status.
Changing or cancelling an order
Contact customer care promptly if you need to change or cancel an order. Use the cancellation action if your order page offers it. Otherwise, customer care will check what is still possible given the progress of production and delivery. Sending a message alone does not stop production or dispatch.
Changing your address book, cart or saved prescription does not change an existing order. Any proposed change and its effect on price or delivery should be agreed with you before it is carried out.
If we cannot supply an ordered item, we will explain the issue and discuss the available resolution. We will not substitute a different product or require a higher price without your agreement. Where a refund is owed, it will be handled under the refund rules in our returns policy; cancellation does not mean the money has already reached your payment account.
None of these arrangements removes your rights to cancel, reject goods or obtain another remedy under applicable consumer law.
Payment and delivery
Review the available payment method, delivery service and final total at checkout. Our shipping page explains delivery estimates, charges, tracking and import-charge enquiries. Delivery delays do not exclude rights or remedies that apply by law.
Returns and consumer rights
Our returns and warranty policy sets out the time limits and conditions for voluntary returns and warranty cover, how to request help and the remedies available for product problems.
Commercial time limits and exchange limits do not replace or restrict Australian consumer guarantees. Custom-made prescription glasses are not excluded from those guarantees.
Privacy and third-party services
Our privacy page explains how account, order, prescription and support information is handled. Send only the information needed for your purchase or request. Providing prescription information or a support attachment is not permission to publish it for marketing.
Payment providers and other linked services may also have their own terms and privacy information. Those third-party terms do not remove our responsibilities for the products and services we supply or your non-excludable rights against us.
Updates to these terms
We may update these terms to reflect changes to our service or legal requirements. Check the terms presented when you place an order.
A later website update does not retrospectively remove rights or change the agreed terms of an existing purchase. Any change to an existing order will be handled with you and in accordance with applicable law; continued browsing alone is not approval of an additional charge or product substitution.
Questions and complaints
Contact customer care through your account with the relevant order reference, a description of the issue and the outcome you are seeking. Include supporting information where useful, without sending unrelated personal information.
We will review the information, ask for clarification where needed and explain the proposed resolution. If you disagree, reply in the conversation with the reasons so we can review the concern. Using this process does not limit your ability to seek help from an appropriate consumer protection body or exercise your legal rights.