Refund policy

 

Refund & Warranty Policy

Our Commitment Under Australian Consumer Law Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

1. Manufacturer's Warranty All frames and lenses are covered by a 1-year manufacturer's warranty against defects in materials and workmanship from the date of purchase. This warranty does not cover normal wear and tear, accidental damage, or damage resulting from misuse or improper care. Lens coatings (including anti-reflective, blue light, and tinted coatings) are included under this warranty.

2. Satisfaction Guarantee on Frames We offer a 3-month satisfaction guarantee on all full-priced frames. If you are not completely satisfied with your frame selection, we will exchange it for a product of equal or greater value within 3 months of purchase. If the replacement is of greater value, an invoice for the difference will be issued.

To qualify for an exchange, the frames must be unworn and returned in their original condition with all original packaging, cases, and accessories undamaged and intact. Sale and clearance items are excluded from this guarantee.

3. Damaged in Transit If your order arrives damaged, please notify us within 5 days of delivery. We will arrange compensation or a replacement at no cost to you. Claims raised after this period may not be eligible.

4. Prescription Lenses Prescription lenses are custom-made products tailored to your individual prescription and are non-refundable unless the issue is the result of an error on our part.

  • Incorrect prescription provided by customer or change of mind: We are unable to offer a refund. If you wish to return the product, standard freight costs are at the customer's expense. If a lens replacement is required due to a prescription change or personal preference, this will be carried out at our normal service charge.
  • Error on our part: If the lenses were made incorrectly due to an error on our end, we will rectify the issue at no cost and cover all associated freight charges.
  • No fault found: If the lenses are assessed and no fault is identified, a freight charge will apply for the return of the product to you.

All faults or concerns must be reported within 5 days of delivery.

5. Contact Lenses All returns of contact lenses must be in their original, unopened, and undamaged packaging. Faults or concerns must be reported within 5 days of delivery.

  • Faulty product: If you receive contact lenses with a manufacturing defect, please send clear photographs of the fault. Upon review and approval from our supplier, a replacement order will be arranged and dispatched at no charge.
  • Incorrect order placed by customer or change of mind: If you have ordered the wrong contact lenses or have changed your mind, you may return the unopened product to us. Once received, we will dispatch the correct or preferred lenses. A $25.00 fee applies to cover restocking and re-delivery costs.
  • Incorrect item sent by us: If we dispatched the wrong contact lenses, please return them to us. We will send the correct lenses and fully reimburse any freight costs incurred.

6. Out of Stock & Supplier Delays In the event that a product is temporarily out of stock with our supplier, your order may be delayed by up to 12 weeks. We will notify you as soon as possible if this applies to your order.

If the delay is expected to exceed 12 weeks, or if the product has been discontinued, you will be given the option to select a replacement product or receive a full refund.

7. How to Initiate a Claim To raise a warranty claim, return, or exchange request, please email us at info@lensesdirect.com.au with your order number, a description of the issue, and any relevant photographs.

We aim to respond to all enquiries within 48 business hours.