Returns

Refund & Satisfaction Policy

At Lenses Direct, we are committed to ensuring you are satisfied with your purchase. Please read our policy below for details on returns, exchanges, and refunds.

30-Day Satisfaction Guarantee

We offer a 30-day satisfaction guarantee from the date of delivery. If you are not completely satisfied with your purchase, you may be eligible for an exchange, store credit, or replacement, subject to the conditions outlined below.

Manufacturing Defects

If your item has a manufacturing defect:

  • We will replace the item free of charge.
  • In some cases, if the defect is not clearly visible in photos, we may request that you return the item for inspection.
  • If, upon inspection, the issue is confirmed as a manufacturing defect, a replacement will be issued at no cost.

If the issue is determined not to be a manufacturing defect, the item will not be eligible for a free replacement.

Change of Mind / Incorrect Order

If you change your mind or have ordered the wrong item:

  • You may exchange the item for a similar product. If the item costs less then a credit will be applied, if it is more then an invoice with the difference will be issued.
  • A $20 processing and delivery fee will apply.

Alternatively:

  • You may opt for a store credit, minus a $20 processing fee.

Prescription Lens Orders

For orders that include prescription glasses lenses:

  • Changes requested for non-defective items (e.g., incorrect prescription provided, change of preference) will incur a $50 fee.
  • This fee covers the cost of remanufacturing the prescription lenses.

Sizing Responsibility

We provide detailed sizing information for all frames, along with a comprehensive size guide to assist you.

  • It is the customer’s responsibility to review sizing information before purchasing.
  • Incorrect size selection is not considered a defect and is not eligible for a free replacement.

Return Conditions

To be eligible for any return, exchange, or credit:

  • Items must be returned within 30 days of delivery.
  • Items must be in their original condition, including packaging.
  • Return address will provided at a suitable time.

Additional Notes

  • Processing fees are non-refundable.
  • Return shipping may be required in certain cases unless the item is confirmed as defective.
  • We reserve the right to assess all returns before approving a replacement, exchange, or credit.

If you have any questions, please contact our customer support team at info@lensesdirect.com.au