Returns + Refunds
We understand that your eyes can change over time, and that you need to be able to purchase your contact lenses with the confidence of knowing that you are not going to be caught out with lenses that you can't use or are no longer suitable for you if your requirements change between orders. That's why we have created an easy, no-fuss returns policy to give you the piece of mind you need when ordering your contact lenses online!
How long after placing my order can I return my contact lenses?
For up to 365 days after your date of purchase, you can return your lenses to us (free of charge) for a full refund. All contact lens product being returned to us must be unused, undamaged, in the original packaging and in a saleable condition for a full refund to be issued. If not all of your order meets this criteria, we will refund on a pro-rata basis any boxes of product that do meet this criteria.
My prescription has changed since my last order I cannot wear my remaining lenses. Can I exchange them?
Unfortunately we do not offer exchanges or substitutions for any ordered products.
If you find that you have ordered the incorrect product/powers, we can arrange a return and refund for this incorrect product. In the meantime (while we are waiting to receive the returning goods in the mail and refund against them), you then have two options:
- You can place and pay for a new order for the correct product right away (and we will separately receive and refund your first order); or
- If you are not in a hurry to receive your order, you can wait until we receive the returned product and refund this back to you. We can then get in touch with you, and you can put this refunded amount towards a new order at this time.
How do I return my contact lenses?
Returning your contact lenses is easy! Simply contact us and we will email you an Australia Post pre-paid return slip to return your eligible product to us. Simply print this return slip out, package up your product and take it to the counter of any Australia Post Office, and Australia Post will return this to us, free of charge.
How long after returning my contact lenses will I receive my refund?
Most returning packages are received by us with 7-10 business days. Within 5 business days of receiving and checking your returned product, we will process any eligible refund using the same payment method used for the purchase. The refund amount will exclude any delivery charges you paid to originally receive the order.
Most refunds will appear back in your account within 48 hours, however depending on your individual banking institution, some refunds may take up to 5 business days to clear into your account.