30-day returns and exchanges
You may request a return or exchange within 30 days of receiving your glasses, including for a change of mind. This is the deadline for requesting a change-of-mind return, not for the parcel to reach us. Contact customer care for return instructions.
Shipping charges apply to change-of-mind returns; customer care will explain the applicable charges and arrangements before you send anything back. Returns involving a product problem are handled under the rules below.
The change-of-mind policy allows one return or exchange per order. An exchange order is not eligible for a further change-of-mind return or exchange. These limits do not restrict your rights if a product is faulty or otherwise does not meet consumer guarantees.
365-day warranty
Our warranty covers defects in materials and workmanship for 365 days from receipt. It does not cover damage caused by accidents, negligence or improper care. Contact customer care with your order reference, a description of the problem and photos where helpful so we can assess it.
These exclusions relate to damage caused in those ways; they do not remove rights for an unrelated defect. An expired warranty does not by itself end your consumer guarantee rights. See the product-problem and consumer-rights sections in this policy for the remedies available under those guarantees.
How to arrange a return
- Sign in and contact customer care about the order. Describe the problem or reason for the return. An order confirmation or other reasonable proof of purchase can establish the purchase; a paper receipt is not the only acceptable evidence.
- Contact customer care for the return address and instructions before posting. Do not send the parcel to the sender address printed on the original package. These arrangements help route your parcel and do not make statutory rights conditional on discretionary approval.
- Pack the glasses securely and include the relevant items. Original packaging is not required for a consumer guarantee claim. Check that no unrelated personal belongings are in the parcel.
- Keep the postage receipt and share the return tracking number, where available, in your support conversation.
Your Australian consumer rights
Our goods 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Our 30-day change-of-mind policy and 365-day warranty are additional to these rights. Neither period is a deadline for making a consumer guarantee claim. These rights can last longer, depending on factors such as the product, price and reasonable expectations of durability. They also apply to replacement goods.
If something is wrong with your glasses
Contact customer care with your order reference and a description of the problem. Photos can help where the problem is visible. We may need to assess the glasses before deciding the appropriate remedy; you do not have to diagnose the fault yourself.
Custom-made prescription glasses are not excluded from consumer guarantees. If the glasses do not match the prescription or product details agreed for your order, or you have another quality or suitability concern, tell us so it can be assessed. A manufacturing error, incorrectly supplied prescription information and difficulty adapting to new glasses are different situations; a concern is not automatically treated as a change of mind.
My glasses arrived damaged or incomplete
Tell customer care which pair is affected and what is damaged or missing. Keep the glasses and any relevant packaging while the issue is assessed. Photos of the glasses and parcel can help if available, but original packaging is not a condition of your consumer guarantee rights.
We will assess the problem under the major- and minor-problem rules in this policy. A return involving a confirmed consumer guarantee problem is not treated as a change-of-mind return, and reasonable return costs are reimbursed as explained below.
The frame or lenses do not match my order
Check the affected pair against your order details, including frame style and colour, lens options and the prescription you confirmed. Tell customer care what differs. If a prescription comparison is needed, share the relevant prescription details and cover unrelated personal information.
A wrong item or a manufacturing discrepancy is assessed as a product problem. A general note about screen colours or made-to-order lenses does not remove your rights when goods do not match their description or agreed specifications.
The size or style does not suit me
If the glasses match the order but you prefer a different fit, colour or style, request help within 30 days of receipt under our change-of-mind policy. Customer care will explain the available return or exchange arrangements before you proceed.
If the size differs from the description, or the glasses do not meet a purpose you told us about and relied on us to meet, describe that issue instead. It must be assessed on its facts rather than automatically classified as a change of mind.
I entered the wrong prescription or measurements
Contact customer care promptly with the order reference and corrected information. Changing a saved configuration or your cart does not change an existing order. Whether a change is still possible depends on the progress of that order.
If you have already received the glasses, you can request help under the 30-day return or exchange policy. Customer care will explain the applicable arrangements and any charges before you agree to proceed. We do not promise a free remake for an input error. If the glasses were made differently from the information you confirmed, the product-problem rules apply instead.
I cannot see clearly or the glasses feel uncomfortable
Tell customer care which pair is affected and describe the concern. Relevant prescription information and the order details can help establish what needs checking. Difficulty adapting does not by itself identify the cause or mean that you supplied incorrect information.
We will consider whether the concern relates to the supplied glasses, the submitted information or a change-of-mind request. We do not require you to complete a fixed adaptation period before reporting a possible defect. Your consumer guarantee rights remain available where applicable.
Major problems
A problem can be major if the glasses are unsafe, substantially differ from their description, have faults that would have deterred a reasonable buyer, or cannot fulfil their usual or agreed purpose and cannot readily be put right within a reasonable time.
For a major problem, you may reject the affected goods and choose a refund or replacement of the same type. We will not require you to accept a repair instead. You may instead keep the goods and seek compensation for their reduced value. Other reasonably foreseeable loss or damage may also be compensable under the Australian Consumer Law.
Problems that are not major
For a problem that is not major and can be remedied, we will provide a remedy at no cost within a reasonable time. We may repair the glasses, replace them or provide a refund.
If we cannot or do not remedy the problem within a reasonable time, you may have further rights, including a refund or replacement, or recovery of reasonable repair costs if you arrange a repair elsewhere. What is reasonable depends on the circumstances; your rights are not limited to repeated repair attempts without a timely resolution.
Return costs for product problems
Glasses can normally be returned by post. If you pay to return them and we confirm a problem covered by consumer guarantees, we will reimburse reasonable return costs. Keep your receipt so those costs can be checked. This is separate from the charges for a change-of-mind return.
How refunds are paid
Where you are entitled to reject goods and receive a refund under consumer guarantees, we will refund the amount paid for those goods without deducting for use or charging a restocking fee. We will not require you to accept store credit instead of a refund.
Refunds are returned through the original payment method unless we agree another method with you. If that method is closed or unavailable, contact customer care so we can investigate the available route with the payment provider. This does not remove your right to an owed refund.
Return transit, assessment and payment-provider processing can affect when money reaches you. Customer care can help you check progress; these steps do not limit your statutory rights.