Returns Policy

Please click here for a quick summary of our returns/cancellations policy or continue below for full details.

7.       Damaged or Defective Products

7.1     If you receive a damaged product or believe the product is different to the one ordered, you must contact us immediately to discuss the damage or defect of the product you received.  We may ask you to return it to us for assessment and after we assess it, we will advise you of the result and options for replacement, credit or refund, if any.

Contact Lenses

7.2     We guarantee all our contact lenses are factory sealed and brand new.  If you find a lens which is defective, please do not dispose of the lens.  Keep the faulty lens in saline or multipurpose solution and contact us immediately to discuss the damage or defect of the product you received.  We may ask you to return it to us for assessment and after we assess it, we will advise you of the result and options for replacement, credit or refund, if any. 

8.       Returns Policy

8.1     We are dedicated to satisfying customers with our products.  Subject to the requirements of this Returns Policy, if you are not happy with your choice of purchase, we offer refunds (shipping charge non-refundable) and exchanges as follows:

-          100% money back guarantee on glasses frames and 1.5 index single vision spectacle lenses.

-          50% money back guarantee on the price of all other spectacle lenses, including bifocal and multifocal lenses.

-          100% money back guarantee on all regular, non-custom made contact lenses.  This does not apply to custom made contact lenses listed under clause 8.10 below.

-          100% money back guarantee for contact lens cases and swimming goggles.

For damaged or defective products, please see the section on Damaged or Defective Products.

General returns procedure

8.2     If you are not happy with your choice of purchase, you must contact us within 7 business days of receiving the product and tell us:

(a)       the order number and date of order;

(b)      the product details;

(c)       why you are not happy with your product; and

(d)      your contact details,

and we may ask you return the product for a refund/credit/exchange.

8.3     If we ask you to return the product, you must ensure the product is returned to us and received by us within 14 days of the date of delivery to you.

8.4     All products and accessories must be returned in their original packaging, unmarked and in their original condition.  Unfortunately, we are unable to accept returns of products not in their original condition, or items returned to us after 14 days of the date of delivery to you.

8.5     You are responsible for all shipping costs incurred in returning the product to us.

8.6     Freight and handling costs charged for delivery of your original order to you will not be refunded.  

8.7     You should expect to receive your refund within 4 weeks of returning the product to us.  We will notify you of the amount of your refund/credit once we’ve processed your request to return a product.

100% Satisfaction Guarantee on glasses frames and non-custom contact lenses

8.8     You may only return unopened boxes of non-custom contact lenses for a full refund, exchange or credit.

8.9     You may not return custom disposable lenses.  Custom disposable lenses are contact lenses for people who have a complex prescription.  As these lenses are made to order, we cannot accept returns, store credit, or exchanges for these lenses.  The following are custom disposable lenses:

(a)      Proclear XR Sphere;

(b)      Proclear XR Toric;

(c)      Proclear Multifocal XR Sphere; and

(d)      Frequency Xcel XR Toric.

8.10     A problem with your glasses may sometimes require a simple adjustment of the glasses or just giving yourself time to adapt to your new glasses.  If you are not happy with your new glasses for any reasons you may return them for a full refund/exchange/credit for the frames.

8.11     If:

(a)       you are not happy with the colour of your new frame:

(i)         If the frame you have chosen comes in another colour, return the original frame and lenses in their original case and any accessories sent, and we will swap it over to another available colour of your choice, free of charge. Easy!

(ii)       If however, you do not like any of the other colours, or the frame only comes in one colour, then you may request a full refund.

(b)      you don’t like the frame:

(i)         Send back the original frame and lenses in their original case and cloth.

(ii)       Go to our website and select a new frame and lenses, subject to the section on refunds on glasses lenses (see 8.12).

(c)       your lenses are too thick:

(i)         You can upgrade to thinner lenses by choosing a higher index lens, subject to the section on refunds on glasses lenses (see 8.12).

(ii)       Send back the original frame, lenses, the original case, cloth and accessories and we will refit the new lenses to your frame.

50% money back guarantee on the price of the original glasses lens.

8.12     The price of the lenses (except for 1.5 index single vision lenses) cannot be refunded in full as they will have been custom made to your prescription and cut to your frame and cannot be reused.  If you return glasses and lenses for exchange, we will provide you with a 50% refund on the price of the original glasses lenses.  As all lenses are custom made into each individual frame, we cannot reuse the old lenses after they have been cut and fitted to a frame.

Our Multifocal Guarantee

8.13     We understand that getting used to multifocals can take longer than single focal glasses.  Please read through our multifocal advice sent out with your glasses to give you the best chance of adapting to your new multifocal lenses.

8.14     We offer an extended satisfaction guarantee for our multifocal wearers.  If you are not completely satisfied, you must contact us within 14 calendar days of the date of delivery and return the glasses to us within 28 calendar days of the date of delivery for a 100% refund on the frame and 50% refund on the original lenses ordered.

9.       Other Guarantees

Materials and Workmanship Guarantee - Glasses

9.1     All glasses we supply come with a 12 month materials and workmanship guarantee.

9.2     We guarantee for manufacturing defects, including soldering or welding faults and hinge defects.

9.3     Our material and workmanship guarantee does not cover normal wear and tear, scratches on frames or lenses, theft or loss, damages incurred by you, such as sitting or stepping on them, twisting or bending the frames.

9.4     All our lenses have an anti-scratch coating on them. The coating guards against mild scratches to the lenses, but the lenses are not scratch-proof.  Rough handling and incorrect cleaning agents can scratch or damage the lenses.

9.5     To make a claim on materials and workmanship, you must send the glasses to us for assessment and include a copy of the receipt.

9.6     We will repair or replace items assessed by us to be faulty at our cost.

Optical Dispensing Guarantee

9.7     We guarantee that we will make your glasses according to the prescription that you supply.  Your order will be inspected in accordance with high industry standards and accepted optical dispensing practices before we send it to you.

9.8     If you feel that your lenses do not comply with your prescription, return the glasses to us within 14 days of the date of delivery for assessment.  If we assess that the lenses were not made in accordance to the prescription you have supplied, we will remake the lenses at our cost.

9.9     If you wish to change the prescription of your lenses, please see the section on Refunds for information on how to order new lenses.