Refund policy

Refund policy

We strive to provide high-quality products and excellent customer service at Eyes by Design. If you’re unsatisfied with your purchase for any reason, please review the following refund policy:

Damages and issues

Please inspect your order upon delivery and contact us immediately if the item is defective or damaged or if you received the wrong item so that we can evaluate the issue and make it right.

Change of mind returns

For ‘change of mind returns’, we regret to inform you that due to the nature of the products we sell, we are unable to provide a refund. We appreciate your understanding in this matter.

To start a return, you can contact us at support@eyesbydesign.com.au with photos of the damaged product.

Exchange of Contact Lenses

We understand that sometimes you click the wrong button and accidentally order the wrong item. Don’t worry; we accept returns up to 14 days from when you first order the contact lenses. All we ask is that:

  1. Email us to let us know you’re returning it and what to replace it with.
  2. All boxes must remain intact and unopened.
  3. There is at least 12 months left on expiry.
  4. If you order 90-day lenses and they come in 3 boxes of 30, all 3 boxes must be returned.

Once we receive your items, we will send you your replacement lenses.

Please note that we won’t be able to cover the shipping costs for your returns. You will have to pay for this yourself.

We always make sure that you get the correct contact lenses and provide a flexible exchange policy. As such, we are able to provide you with credit and exchanges but no refunds on any products listed.

Refunds

We will only refund for faulty or damaged products.  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 using your original payment method within ten business days. Please remember that it can take some time for your bank or credit card company to process the refund.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@eyesbydesign.com.au.

We appreciate your understanding as we aim to provide the best possible experience. If you have any questions, please don’t hesitate to contact us.