At EYE ZONE, we want you to be fully satisfied with your purchase. Our refund and return policy is designed to give you peace of mind while ensuring fairness for both our customers and our team.
For non-bespoke products, such as non-prescription glasses or frames without prescription lenses, you may return them within 14 days of purchase or from the day you receive them. Items must be in their original condition and packaging.
Our custom prescription glasses are crafted specifically to your individual prescription and preferences. Because these products are bespoke, they cannot be returned for a simple “change of mind.” However, we stand behind the quality of every pair we make.
If you believe your prescription glasses do not match your provided prescription, please notify us within 14 days. We will review your order and, if an error is confirmed, provide either a replacement pair or a full refund.
We maintain strict quality checks during the lens and frame manufacturing process. If your glasses arrive with a defect in materials or workmanship, we will replace them or issue a refund.
Since custom-made glasses are tailored to your exact prescription, we cannot offer refunds or exchanges if you decide you no longer want them. Please double-check your prescription and preferences before placing your order.
If you wish to cancel an order, please contact us as soon as possible. If production has not yet started, we will do our best to cancel and refund in full. Once production begins, we are unable to cancel or refund custom orders.
Our glasses are covered under warranty against manufacturing faults:
Single vision lenses: 6 months
Multifocal/varifocal lenses: 12 months
If you experience issues related to workmanship or materials within the warranty period, please contact us to arrange an assessment and resolution.
To request a refund or return, please follow these steps:
Contact our Customer Support team at info@eyezone.com.au.
You will be provided with a return authorization and instructions.
Ship the item back to us (return postage is the customer’s responsibility). We recommend using a tracked service.
Once received, we will inspect the glasses. If eligible, we will process your refund.
Please allow 5–10 business days after we receive your return for processing. Refunds will be credited to the original payment method used at checkout.
Please note that certain items and services are non-refundable, including:
Shipping fees
Custom tinting
Special coatings or lens upgrades
At EYE ZONE, your satisfaction, comfort, and visual health are our top priority. If you have any concerns about your order, please reach out to our support team. We are here to help you every step of the way.
