Returns & Refunds Policy

At Online Lenses, we want you to shop with confidence. This Returns & Refunds Policy is in addition to your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the ACL.

Your Rights Under Australian Consumer Law

Under the Australian Consumer Law (ACL), our products come with consumer guarantees that cannot be excluded.

You may be entitled to a replacement or refund if a product:

  • is faulty or defective;
  • is not of acceptable quality;
  • is not fit for its intended purpose;
  • does not match its description or sample; or
  • is unsafe.

As contact lenses are medical devices and cannot be repaired, where a product does not meet the consumer guarantees we will provide an appropriate remedy in accordance with the Australian Consumer Law, which may include a replacement or refund, depending on the nature of the issue.

We may request that the product be returned so it can be inspected before determining the appropriate remedy.

Change of Mind Returns

While we are not required to provide refunds for change-of-mind purchases, we do offer returns on eligible contact lens orders subject to the following conditions.

You may request a refund within 14 days of receiving your order provided that:

  • the contact lens boxes are unopened, factory sealed and unused;
  • the packaging is unmarked and undamaged;
  • the products are in a resalable condition;
  • proof of purchase is provided; and
  • you contact us before returning the goods.

A restocking fee of $25 may apply to approved change-of-mind returns.

Original shipping charges are non-refundable unless required by the Australian Consumer Law.

Health & Hygiene

Contact lenses are medical devices.

For health and hygiene reasons, we cannot accept change-of-mind returns of contact lens boxes that have been opened, unsealed, damaged or used.

This hygiene policy does not limit or replace your rights under the Australian Consumer Law if the product is faulty, defective or does not meet the consumer guarantees.

Incorrect or Faulty Products

If:

  • you receive the wrong product;
  • your order is incomplete;
  • your lenses arrive damaged; or
  • you believe a product is faulty or defective,

please contact us as soon as possible so we can resolve the issue.

Depending on the circumstances, we may request photographs, batch (LOT) numbers or the return of the product for assessment.

Where a product is confirmed to be faulty or we have made an error with your order, we will provide an appropriate remedy in accordance with the Australian Consumer Law, which may include a replacement or refund.

Return Shipping

If the return is due to our error or a product covered by the Australian Consumer Law:

  • we will arrange return shipping or reimburse reasonable return postage costs where appropriate.

If the return is for change of mind:

  • the customer is responsible for return shipping costs; and
  • we recommend using a tracked postal service, as we cannot accept responsibility for items lost in transit.

How to Request a Return

Before returning any products, please contact us at email@onlinelenses.com.au.

Please include:

  • your full name;
  • your order or invoice number;
  • details of the issue or reason for the return; and
  • photographs where applicable.

Please do not return products until you have received return instructions from our customer service team.

Refund Processing

Once your returned products have been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to the original payment method. Please allow up to 5–10 business days for the refund to appear, depending on your financial institution.

Questions

If you have any questions about returns or refunds, please contact our customer service team at email@onlinelenses.com.au.

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