Returns & Exchange Policy
RETURN & EXCHANGE POLICY
FOR CONTACT LENSES: If your prescription has changed, and you haven’t opened the contact lens boxes, Eye Concepts can provide an exchange with the new prescription. Patient’s must pay for the cost of freight on exchanged lenses due to changed prescription. Contact lenses should have been purchased at Eye Concepts, and returned with at least 1 year expiry. Contact lenses cannot be exchanged or refunded if the package has been broken.
FOR SUNGLASSES/OPTICAL FRAMES: We offer free exchange and refund within 14 days from date of purchase. However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. Buyers will be responsible to cover the cost of shipping on the initial order, the returned good, and replacement order. A credit note will be issued via email within 3 working days after the item/s have been received by Eye Concepts.
To be eligible for a return:
Item(s) have to be initiated for return and placed in the post within 14 days of the purchase date.
Item(s) were not marked “Clearance Sale” or “Non-Returnable” at the time of purchase, unless faulty.
Item(s) must be in the original packaging, which must be in original condition. This includes branded cases and packaging.
Item(s) must be unworn and unused with the original tags (if applicable) still attached.
No Exchange/No Return are accepted across the Ray Ban Meta range once the seal is opened.
If you have any questions, please email us at customercare@eyeconcepts.com.au for a “return authorisation number”.
Contact lenses cannot be exchanged or refunded if the package has been broken.
What if I suspect my lenses are faulty?
Should the product be faulty or defective on arrival, we will offer you full replacement or full refund including postage /shipping
How do I return or exchange items purchased in store?
Items purchased in store, can be exchanged within 7 days of purchase. Items purchased in store cannot be returned online. Please email us at customercare@eyeconcepts.com.au for a “return authorisation number”.
How long will my refund take to process?
Refunds for faulty or defective product will be processed within 7 business days of receiving your return.
What if the goods I received are damaged or defective?
Should the product be faulty or defective on arrival, we will offer you full replacement or full refund including postage /shipping
No Returns Policy for META Eyewear
Thank you for shopping with Eye Concepts. Please note that all purchases of META Eyewear are subject to our No Returns Policy. We want to ensure that you are completely satisfied with your purchase, so please carefully review the following policy before completing your order.
1. No Returns or Exchanges
Due to the nature of the product, META Eyewear purchases are final and we do not accept returns or exchanges. This includes:
Incorrect frame selection
Change of mind
Incorrect prescription or customisations made post-purchase
2. Defective or Damaged Products
If your META Eyewear arrives damaged or defective, please contact us immediately within 7 days of receiving your order. We will review your case and, if applicable, arrange for a replacement or repair. The following conditions apply:
You must provide clear photos of the damaged or defective product.
Items must be returned in their original packaging, if applicable.
3. Prescription Eyewear
For prescription eyewear, please verify your prescription details carefully before purchase. We recommend consulting with an optometrist if you're unsure about your prescription. Due to the customisation involved in prescription lenses, we cannot offer returns or exchanges once the order has been processed.
4. Order Accuracy
Before finalising your order, please ensure that all information, including frame style, colour, lens type, and prescription (if applicable), is correct. If you need to make changes to your order, please contact us immediately, before we begin processing it.
5. Customer Responsibility
By placing an order, you acknowledge and accept our No Returns Policy for META Eyewear. We strongly encourage you to reach out to our customer support team at contact@eyeconcepts.com.au if you have any questions before purchasing.
6. Non-Returnable Items
Meta Eyewear (Frames & Lenses)
Customised, prescription lenses or special orders
Items marked as final sale or clearance
Thank you for your understanding and for choosing Eye Concepts. If you have any questions about this policy, please don’t hesitate to reach out to us. We are here to assist you!