Prescription Glasses & Custom Lenses
Final Sale: Prescription glasses and custom lenses are final sale; we can’t offer refunds for change of mind.
Satisfaction Guarantee (30 days): If your prescription feels uncomfortable within 30 days of collection or delivery, bring them back—we’ll recheck your vision and remake your lenses at no extra cost (once).
One-Year Manufacture Warranty: If a manufacturing or material defect appears within one year, we’ll repair or replace the item at our discretion.
Multifocal / Progressive Lenses
Adaptation Period: Struggling to adjust to multifocal or progressive lenses? Let us know within 30 days and we’ll remake your lenses. We may consider exchanges beyond that window, but only at our discretion.
Non-Prescription Frames & Sunglasses (Ready-Made)
30-Day Returns: You can return or exchange full-price, non-prescription frames or sunglasses (unused, undamaged, in original packaging) within 30 days of purchase or receipt.
Sale Items: These are final sale unless there’s a major fault as defined by Australian Consumer Law. Sale products ordered online may be returned within 14 days under distance selling laws.
Contact Lenses & Consumables
Hygiene First: Only unopened, sealed boxes of contact lenses or other consumables are eligible for return or exchange within 30 days. Opened or used items cannot be accepted—this is for hygiene reasons.
Process for Returns & Warranty Claims
(1) Contact Us: Email or visit the store with your order details and issue.
(2) Return Shipping:
For online returns within Australia, we’ll provide a prepaid return label for full-price, non-consumable items. Sale or consumables? Return shipping is at your cost.
In-store purchases can be returned or exchanged directly at your nearest location.
(3) Refunds: Issued via the original payment method. If paid via health fund or card, we may need you to present the original card for verification.
Exclusions & Clarifications
Wear & Tear: Minor damage (scratches, bending, normal wear) isn’t covered under warranty.
Misuse or Accidents: Not covered—this includes damage from chemicals, sports, heat exposure, or improper care.
Consumables & Free Gifts: Cleaning cloths, cases, lens sprays, and other consumables—especially if provided for free—aren’t covered by warranty.
Your Rights Under Law
Australian Consumer Law applies. If a product has a major failure (not fit for purpose, significant defect, etc.), you're entitled to a repair, replacement, or refund—even beyond manufacturer policies.