Eyecare Project Returns Policy
At Eyecare Project, we are dedicated to delivering exceptional eye care and high quality products. We want every purchase to support your vision, comfort, and confidence. If something is not quite right, we are here to help.
Prescription Glasses and Prescription Sunglasses
All prescription eyewear is individually custom made based on your chosen frame and verified prescription. Due to this level of personalisation, prescription lenses cannot be returned or refunded for change of mind.
If you decide that the frame style is not right for you, we may be able to offer an exchange or return on the frame only, provided that:
The original demo lenses are still available and can be refitted
The frame is unused, undamaged and in resalable condition
The request is made within 14 days of collection
In the event of any visual discomfort, adaptation difficulties, or concerns with manufacturing accuracy, our optometrists will assess your eyewear and determine the best solution which may include adjustments, a lens remake or repair if clinically indicated.
Contact Lenses
Unopened and unused contact lens boxes may be returned or exchanged within 30 days if:
The packaging is sealed, intact and unmarked
Proof of purchase is provided
We are unable to accept returns of opened boxes or expired lenses.
Dry Eye Products, Solutions and Skincare
For hygiene and safety reasons, products such as eye drops, solutions, eyelid cleansers, heated masks, and similar self-care items cannot be returned or exchanged once opened.
If you believe the product is faulty or damaged on arrival, please notify us within 7 days and we will organise a prompt replacement or resolution.
Non Prescription Retail Products
For non customised, non medical retail items purchased in clinic or online, exchange or store credit is available within 14 days, provided the item is:
Unopened and unused
In original packaging and resalable condition
Accompanied by proof of purchase
Faulty, Incorrect or Damaged Items
If you receive an incorrect item or a product arrives damaged, please contact us as soon as possible with your order number and supporting photos where relevant. We will arrange a prompt replacement or refund.
Refunds
Approved refunds will be processed to the original payment method. Please allow up to 5 to 10 business days for funds to appear depending on your bank.
How to Arrange a Return
To lodge a return or discuss any product concerns:
Email: [email protected]
Phone: (03) 8583 5328
Address: 749 Glenferrie Road, Hawthorn VIC 3122
For in clinic purchases, items should be returned in person with proof of purchase.