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Refund & Exchange Policy

We do not offer a change of mind purchase return or refund.  

You can always contact us for any return questions at info@thelenslab.com.au.


Returns

We have a 7 business day return policy, which means you have 7 days after receiving your item to request a return. Beyond 7 days, we cannot process your refund or return. 

To be eligible for a return:

  • As contact lenses are a personal care item, your item must be in the same condition that you received it, unworn, unopened, and in its original packaging.
  • Any ripped or damaged contact lenses must be still in the glass vial jars unopened.
  • You’ll also need to provide a receipt or proof of purchase.
  • The shipping cost of the return will be covered by the customer. We recommend this be tracked as there is no guarantee the product will be received by us or if the package goes missing. 
  • Item must not be a sale item. 


    Any products already shipped out before a cancellation or order change will need to adhere to our return policy above. 

    If there is a manufacturing defect, we will replace it with the same item and colour to your original purchase at www.thelenslab.com.au. We will not replace any lens with another item or colour. 

    To start a return, you can contact us at info@thelenslab.com.au.

    If your return is processed and accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

    Defective Products

    Whilst we endevour to check every package prior to sending this out to each customer, sometimes things are out of our control. We therefore recommend that you check the contacts in the vial BEFORE you open them to ensure that they are in the right condition. Please inspect your order upon receipt and contact us immediately if notice the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue. The customer must do this within 5 business days of receipt of the product.

    We will not accept products back that have been improperly handled. Dried contacts, improper handling/cleaning, wrong cleaning solution used, or a build-up of protein bacteria are not considered manufacturing defects. 

    All products will go through a thorough check prior to being accepted as defective. 

    All defective returns must be made in writing and be accompanied by an optometrist examination result. Once the item has been received by us, it will go through a thorough analysis. We will notify you once we’ve received and inspected your return, and let you know if the refund or replacement was approved or not. A refund or replacement may take up to 10 business days to process. Refunds will be credited back based to the source of your original payment method. 

     

    We may change our policy from time to time, so please ensure that you are aware of our latest updates at all times. 

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