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At Lens Lab, we stand behind the quality of every pair we create. Your confidence matters to us, and if something is not right, we are committed to resolving it fairly, professionally and transparently.
If your glasses do not fit as expected, do not suit your style, or you have simply changed your mind, you may request a return within 7 to 14 days of receiving your order.
To be eligible for a return:
Items must be unused and in original condition
All original packaging, protective films, tags and accessories must be intact
The product must show no signs of wear
Return shipping costs are the responsibility of the customer
Once your return is received and inspected, approved refunds will be processed to your original payment method within 5 to 10 business days. Original shipping charges are non refundable.
Lens Lab reserves the right to refuse returns that do not meet these conditions.
If your item arrives faulty, damaged or incorrect, please contact us within 48 hours of delivery with clear photographs and your order number.
If a fault is confirmed, we will offer a repair, replacement or refund in accordance with Australian Consumer Law. In these cases, Lens Lab will cover the return shipping costs.
We proudly offer a 90 Day Quality Guarantee on all frames.
If your glasses experience a manufacturing defect within 90 days of purchase, we will repair or replace the item at our discretion.
This guarantee applies to manufacturing faults only and does not cover:
Accidental damage
Misuse or improper care
General wear and tear
Scratched lenses caused by use
This guarantee is provided in addition to your rights under Australian Consumer Law.
Prescription lenses, custom lens replacements and personalised coatings are made specifically for you and are not eligible for Fit and Satisfaction returns.
However, this does not affect your rights under Australian Consumer Law in the case of a manufacturing defect or major failure.
If your refund has been approved but has not yet appeared in your account, please allow 5 to 10 business days for processing.
We recommend checking your bank account again and contacting your credit card provider, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact us at support@lenslab.com.au and we will assist you promptly.
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
For all return requests or questions, please contact:
Lens Lab is built on fairness, integrity and transparency, and we are committed to delivering that standard with every order.