Our service promise
Our Guarantees
What you can count on when you buy from Torga Optical, and what to do if something is not right.
Experience Torga Optical's Magic Customer Service
You're always welcome at Torga Optical
You know that receiving fantastic customer service is pure magic. We strive to create this "magic" when our customers visit any Torga Optical store by providing:
A welcome
Warm, friendly staff and a comfortable, welcoming practice environment. Remember, "you're always welcome at Torga Optical."
Magic service delivery
Treating each Torga Optical customer with special care and attention and, in particular, informing you of the many available eyewear options that will suit your lifestyle, image, personality, and budget.
Magic promotions
Magic promotions that offer you real value through Torga's Spectacle Spectacle promotions.
Our guarantees
Feel confident with Torga's fantastic guarantees
30-day satisfaction guarantee: vision, comfort and fit
If, within 30 days of collecting your eyewear, you are not seeing comfortably through your new lenses, or your spectacles do not fit or feel right, return to the branch where you purchased them. We will assess your eyewear and, at no charge to you:
- re-check your prescription and remake your lenses if there is any error or if you are unable to adapt to them;
- adjust, refit or repair your spectacles; or
- where the problem cannot be resolved in any other way, replace them.
This guarantee covers how your eyewear performs: your vision, your comfort and the fit. It does not cover a change of mind about the appearance or style of the frame you selected.
One year's manufacturer's warranty on all materials
All our frames and lenses are manufactured under strict quality control. We warrant all materials purchased, including frames and lenses, against manufacturing defects for one year from date of collection. Fair wear and tear, accidental damage and misuse are excepted.
All Boutique Range frames carry a two-year manufacturer's warranty on the frame only.
A lifetime of free adjustments and minor repairs
Every purchase entitles you to free adjustments and minor repairs at any Torga Optical branch, for the life of the spectacles.
Accidental breakage assistance
Should you break or damage your spectacles and not be covered by the guarantees above, you will receive a 40% discount on a replacement pair of spectacles.
How requests are assessed
Bring your eyewear to the branch
Bring your spectacles to the branch where you bought them. Most requests are resolved in store. Where one isn't, assessment takes up to 48 hours.
Read the Glasses Care Guide to keep your lenses and frames looking good for longer.