Warranty & returns policy

At Lenses Direct, we want you to love your eyewear and lenses. If you ever have an issue with your order, our Warranty, Returns, and Exchange policy is here to help.

Manufacturer Warranty – Frames, Lenses & Contact Lenses

All frames, lenses, and contact lenses are covered by a 12-month manufacturer warranty.

To make a claim, please email info@lensesdirect.com.au with:

• Your order number
• A description of the defect
• Clear photos showing the issue
• If your claim is approved, frames must be returned in their original packaging for replacement.
• If photos are not sufficient, you may be asked to send the product back for assessment.
• If the issue is confirmed as a manufacturer defect, a replacement will be issued at no cost.
• If the issue is caused by customer error, you may request the item to be returned to you, but delivery fees will apply.

How to Make a Warranty Claim

Step 1 – Contact Us

Email info@lensesdirect.com.au with your order number, photos, and explanation.

Step 2 – Assessment

We'll review your submission. If more detail is needed, we may ask you to return the product for inspection.

Step 3 – Return (if approved)

We'll provide return instructions. Please send the product in its original packaging.

Step 4 – Resolution

If approved, a replacement will be sent. If the issue is not covered, you may request the product returned to you (delivery fees apply).

Exchanges & Returns

Change of mind or order error:

Refunds are not available unless you agree to a 20% restocking fee + delivery charges.

Exchanges within 3 days of delivery:

• Place a new order for a product of equal or higher value.
• Return the original product in unused, original condition.
• Once inspected and approved, the original order will be refunded (minus freight).

Contact lenses:

• Must be in unopened, sealed boxes.
• Opened contact lens boxes cannot be returned or exchanged under any circumstances.
• Contact lens orders may be fulfilled as a single delivery or across multiple separate deliveries, depending on stock availability.

Contact Lens Backorders

All contact lenses sold by Lenses Direct are sourced exclusively through Australia's authorised local supplier — the only official Australian distributor of contact lenses from the major international manufacturers. We do not source lenses from overseas or through grey-market channels.

Occasionally, certain contact lens products may be placed on backorder due to supplier stock constraints beyond our control. In such cases:

We will always endeavour to fulfil your order as quickly as possible and will keep you informed of any delays.

A refund will not be automatically issued for backordered contact lens orders.

If your order remains on backorder for 8 weeks or more from the date of purchase, you will be entitled to a full refund upon request.

If you wish to cancel before the 8-week period, please contact us and we will do our best to accommodate your request, though this is at our discretion.

We understand delays are frustrating and we always work hard to minimise wait times. Thank you for your patience and for supporting an Australian-owned, optometrist-run business.

Returns & Exchanges in 3 Steps

Step 1 – Request an Exchange

Contact us within 3 days and place a new order for a product of equal or greater value.

Step 2 – Return Your Original Item

Send back the unused product in original condition (frames/lenses sealed, contact lenses unopened).

Step 3 – Refund of Original Order

After inspection, we'll refund your original order minus freight and restocking fees (if applicable).

Important Notes

All returns must be authorised by Lenses Direct before sending products back.

Any warranty or refund outcome is subject to inspection and approval.

Shipping costs are non-refundable unless the item is confirmed to be defective.

This policy is in addition to your rights under Australian Consumer Law.