Cancellations and Returns Policy

Cancellations and Returns Policy

At EYESONLINE, we guarantee the quality of your lenses. Our policy is designed to be fair to our customers while reflecting the custom and hygienic nature of optical products. This policy is provided in addition to your rights under the Australian Consumer Law.

1. Order Cancellations

  • We have updated our policy to remove all cancellation fees. However, because we process orders quickly to ensure fast delivery, the following timeframes apply:
  • Contact Lenses & Accessories: You may cancel your order for a full refund at any time before it has been dispatched from our warehouse.
  • Prescription Glasses: Because prescription lenses are custom-made to your specific script, cancellations must be made within 2 hours of placing your order. Once the lens laboratory has begun the manufacturing process, we are unable to cancel the order.

2. Returns & Refunds

We are unable to refund returned lenses unless they have been supplied incorrectly or are found to be faulty.

  • Change of Mind: As per Australian Consumer Law, we are not required to provide a refund for a change of mind. It is expected that the client knows exactly what they wish to purchase and, in the case of sunglasses, has already tried the product and deemed it suitable.
  • Condition of Returns: We cannot accept returned individual lenses or opened boxes. To be eligible for a return (in the case of incorrect supply), lenses must be unopened, unmarked, and in original packaging.

3. Product Guarantees & Warranties

All products distributed by EYESONLINE carry a full manufacturer’s warranty.

  • Contact Lenses: It is expected that any person purchasing from this site is an experienced contact lens wearer who is fully versed in the features and suitability of the product as determined by their eyecare practitioner. If ordering coloured lenses, we expect the client has already determined the colour to be cosmetically suitable.
  • Manufacturing Defects: Claims for manufacturing defects will be assessed on an individual basis in accordance with manufacturer warranties.
  • Sunglasses & Frames: These are guaranteed against manufacturing defects. This does not include damage caused by misuse, abuse (e.g., sitting on frames), or the scratching of lenses, however achieved.

4. Shipping & Damaged Goods

All products are inspected before shipping and are packaged to arrive in good order. If your items arrive damaged or do not match what you ordered:

  1. Contact us via email immediately with your order number.
  2. Do not open the product packaging (especially for contact lenses).
  3. We will provide instructions on how to return the item for a replacement or refund.

5. Australian Consumer Law

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.