Returns and Refund Policy
At Eyes by Design, we want you to be confident in every purchase. As an optometry practice, we also handle health and hygiene products carefully, so our policy differs by product type.
30-day returns on eligible unopened products
If you change your mind, you can return eligible products within 30 days of delivery, provided:
- The product is unopened, unused and in its original sealed packaging
- You contact us first at support@eyesbydesign.com.au to arrange the return
- You cover the cost of return postage (we recommend a tracked service)
Once we receive and inspect the item, we’ll refund you to your original payment method within 10 business days or provide a store credit or exchange if you prefer.
Eligible products include eye-health supplements in sealed, tamper-evident bottles or boxes, sealed contact lens solutions, and optical accessories.
Hygiene products – no change-of-mind returns
Because they come into direct contact with the eyes and skin, the following are not eligible for change-of-mind returns under any circumstances, whether opened or not:
- Heated eye masks, compresses, sleep masks and moisture-chamber goggles
- Eye drops, gels, sprays and ointments
- Lid hygiene products (cleansers, wipes, foams and devices)
- Cosmetics and skincare
We cannot restock these items once they have left our care, so please choose carefully and remember our team is happy to help you pick the right product before you buy. Of course, if any of these products arrives faulty or damaged, the faulty-goods policy below applies in full.
Contact lens exchanges
Ordered the wrong lenses by mistake? We accept contact lens exchanges within 30 days of your order, provided:
- You email us to let us know you’re returning them and what to replace them with
- All boxes remain intact and unopened
- There are at least 12 months left before expiry
- If your lenses came as multiple boxes (e.g. a 90-day supply in 3 boxes of 30), all boxes are returned
Once we receive your lenses, we’ll send your replacements. Return postage is at your cost.
Damaged, faulty or incorrect items
Please inspect your order on delivery and contact us straight away if anything is defective, damaged or not what you ordered, we’ll make it right with a replacement or full refund, including postage. Nothing in this policy limits your rights under the Australian Consumer Law: our goods come with guarantees that cannot be excluded, and you are entitled to a replacement or refund for a major failure.
How to start a return
Email support@eyesbydesign.com.au with your order number (and photos if the item arrived damaged). We’ll confirm the return address and next steps. If more than 15 business days have passed since we approved your refund, contact us and we’ll chase it up.
