Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. "Change of mind" returns are not available on these medical items.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
No refund or exchange will be given for contact lenses which you can not use that are different to the prescription as prescribed by your eye health care professional.
No refund or exchange can be provided for opened and/or damaged boxes unless the contact lenses are faulty which will be covered by a manufacturer's warranty. All defective lenses have to be returned within 30 days for analysis and evaluation. It is important to keep all used defective lenses, their blister pack, remaining lenses and box for return.
To start a return, you can contact us at info@contactlensrus.com.au. Please note that returns will need to be sent to the following address: 80 Duncans Road Werribee 3030.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@contactlensrus.com.au
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Returns Procedure
- Return Address: 80 Duncans Road Werribee 3030
- Use Tracked Services: We are not responsible for packages that are lost in transit
- Pack Lenses carefully: We can not credit boxes that are damaged in transit.
- Shipping Cost: Original shipping is non-refundable. Return postage is your responsibility, unless it is our mistake.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@contactlensrus.com.au.