Return Policy

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Return Policy

We offer a commonsense returns and exchange policy.

What is covered by our unconditional returns policy?

We offer 15-day unconditional returns on non-prescription eyewear, frames and cases. Simply complete a return request at Return Request Form within 15 days of receiving your order and we will be in contact to guide you through the process. In order for us to process your refund, your order must be returned in its original packaging, and in a condition that is suitable for re-sale. You will be required to pay for the shipping of the product to our returns centre.

What should I do if my order appears to be faulty?

All our orders undergo thorough quality checks before dispatch however if your order appears faulty on arrival we will gladly repair or exchange the faulty product at our expense. In the event that a faulty product cannot be repaired and your original frame or case is no longer available as a replacement, you may select an alternative frame or case of equal or lesser value, or choose to pay the balance to upgrade to a more expensive frame or case.

What is not covered by our unconditional returns policy?

We do not offer refunds or free exchanges for ‘change of mind’ on the prescription lens component of your order. This includes all single vision, bifocal and multifocal orders, including clear lenses and sunglasses, and applies to changes due to poor fit, incorrectly supplied prescription, and any other ‘change of mind’ reasons. We will happily refund the frame component of your order. Should you need to return your order to us for full or partial replacement at your expense, you will be required to pay for the shipping of the product to our processing centre. We strongly encourage all customers to review the frame measurements prior to purchase to ensure your chosen frame is suitable.

This refund policy does not apply to goods which have been worn or used, damaged after delivery, or if any attempt has been made to alter the product.

What should I do if my prescription glasses aren’t working as expected?

If your new prescription glasses are not providing the vision assistance you expected, we are happy to work with you to resolve any issue.

In the first instance, please provide us with a copy of your most recent prescription from your optometrist, including your PD values, so we can check this against your order, and our lab processing records.

Where these records match, a lensometer reading will be required to determine if there is any unacceptable deviation from the supplied prescription. Kindly re-package your glasses in their original packaging and send them to our Operations Centre so we can analyse the fitted lenses. Alternatively, please provide a lensometer reading of your fitted lenses, signed by a certified optometrist, so we can review any discrepancies with your original order and optometrist’s prescription.

Where the certified lensometer reading shows an unacceptable discrepancy with your original order and optometrist’s prescription, we will reprocess your order at our expense, or refund your original purchase price.

Where the certified lensometer reading shows no unacceptable discrepancy with your original order and optometrist’s prescription, you will be required to pay for any reprocessing costs, or we will refund the frame component of your order once they have been returned to us and confirmed to be in a saleable condition.

Will my shipping be refunded?

The shipping component of your order will only be refunded if your order is cancelled before it is shipped. Orders that have been shipped may not have the shipping component refunded. Refunds are not offered for delivery delays. In the event our delivery partners assess a parcel as lost in transit, we will gladly re-process your order or refund your original purchase price including shipping.

How do I return my glasses to you?

All products must be returned to your local Framesbuy Operations Centre, in their original condition. If a product is deemed to have arrived in a faulty condition, we will pay any postage and insurance costs to have the faulty product returned to us. In all other instances postage and insurance costs are to be paid by the buyer. We recommend that you return the product via Registered post so we can track your returns and issue a refund as soon as it is received and inspected. The buyer is responsible for any risk of loss, theft or damaged goods during transit. Framesbuy Pty Ltd will not be responsible for parcels lost or damaged in transit if you choose not to insure.