Return Policy
We want you to have complete confidence ordering from Contact Lenses Online. Please read our return policy carefully. As a medical device, contact lenses have specific return requirements.
Please review your order carefully before placing it. Contact lenses are classified as medical devices. When placing an order, you confirm that you have entered the exact prescription, lens brand, style, and (for coloured lenses) colour specification as prescribed by your optometrist. "Change of mind" returns are not available on medical devices.
When your delivery arrives, always check the lens brand, prescription details, and pack size on the outer box before opening. If you have received a product that does not match your order, do not open the packaging. Contact us at support@contactlensesonline.com.au with your order number and a photo of the product received. We are unable to process a wrong-product claim if boxes have already been opened.
Return Eligibility
We can accept returns on contact lenses that meet all of the following conditions, within 30 days of delivery:
Unopened boxes — the outer box seal must be completely intact.
Unmarked boxes — no writing, stickers, or markings added to the packaging.
Returned within 30 days — of the date of delivery as noted on your tracking.
Received undamaged — boxes must arrive in original condition. We cannot accept credit for items damaged in return transit.
What We Cannot Accept
Due to strict health and safety regulations for medical devices, the following cannot be returned or refunded:
Opened boxes — including 90-day boxes where any individual packets have been removed or used.
Partially used packs — once any lens in a box has been used, the entire box is non-returnable.
Change of mind returns — "I changed my preference" is not a valid return reason for medical devices.
Wrong prescription ordered — no refund or exchange can be provided if you ordered a lens different from the brand or prescription specified by your optometrist. See our Terms & Conditions.
Colour dissatisfaction for non-prescribed coloured lenses — we cannot process returns for colour dissatisfaction if the coloured lenses were not prescribed by your optometrist. A valid colour contact lens prescription is required at the time of ordering.
Original shipping fees — these are non-refundable in all cases.
Prescription Accuracy
You are responsible for entering your prescription correctly. By placing an order, you confirm that the prescription, lens style, brand, and colour specification entered match exactly what your optometrist has prescribed. Please double-check your order summary before completing checkout.
We only guarantee satisfaction with coloured contact lenses if you have ordered the exact prescription, lens style, brand, and colour specification as prescribed by your optometrist.
If you are unsure how to read your prescription, visit our Understanding Your Contact Lens Prescription guide for step-by-step guidance.
How to Return
If your order meets the eligibility criteria above, follow these steps to initiate a return:
Email us at support@contactlensesonline.com.au to request a return authorisation. Include your order number and reason for return.
Ensure all boxes are sealed and undamaged before packing. We cannot provide credit for boxes that are damaged in transit on the return journey. Use appropriate padding.
Send your return using a tracked service (e.g. Australia Post Parcel + Signature). We are not responsible for packages lost in return transit. Return postage costs are your responsibility, except where the return is due to our error.
Contact Lenses Online Returns
Level 14, 5 Martin Place, Sydney NSW 2000
Once dispatched, send your tracking number to support@contactlensesonline.com.au so we can monitor the return.
Faulty Lenses
Faulty lenses are covered by the manufacturer's warranty. If you believe your lenses are defective, please contact us within 30 days of delivery. Defective lenses must be returned to the manufacturer for evaluation.
To process a faulty lens claim, you must retain all of the following:
The used defective lens(es) — do not discard them.
The blister pack(s) the defective lens(es) came in.
All remaining unopened lenses from the same box.
The original box the lenses came in.
If you need contact lenses while your faulty claim is being assessed, you may place a new order at any time. Any credit issued upon a successful warranty claim will be applied to your account.
Refunds & Processing
Once we receive and inspect your returned lenses, we will notify you by email of the outcome. If approved:
Refunds are processed within 3–5 business days of approval, back to your original payment method.
Store credit may be offered as an alternative to a refund, at our discretion.
Original shipping fees are non-refundable in all circumstances.
Return postage is at your expense, except where the return is the result of an error on our part.
Get in Touch
Have a question about a return or your order? Our team is happy to help.
Email us at support@contactlensesonline.com.au. We reply within 1 business day.