Optiplex Children’s Eyecare
Refund Policy
Many optical products are custom-made, prescribed or ordered specifically for each patient. This policy explains how refunds, exchanges, remakes and product concerns are assessed at Optiplex Children’s Eyecare.
If there is a concern with your glasses, lenses, contact lenses, Ortho-K lenses, warranty claim or order, please contact us promptly so we can review the issue properly.
Custom products
Prescription lenses, myopia lenses, Ortho-K lenses and special orders are usually not refundable for change of mind once ordered or made.
Frames
Change-of-mind frame returns may be accepted within 14 days if unused, unworn, undamaged and in original condition.
Vision concerns
Blur, discomfort or adaptation issues need to be assessed before any remake, exchange, credit or refund is confirmed.
Australian Consumer Law
Your consumer rights
This policy does not exclude, restrict or modify any rights you may have under Australian Consumer Law.
Where a product or service has a fault, major problem, or does not meet consumer guarantees, Optiplex will assess the issue and provide the appropriate remedy as required by law.
Change of mind
Frames
For change-of-mind returns, frames may be returned within 14 days if they meet all of the following conditions:
- Unused and unworn
- Undamaged
- In original condition
- With original tags and packaging where applicable
- Accompanied by proof of purchase
Important: Prescription lenses, custom-made optical products and special orders usually cannot be returned or refunded for change of mind once they have been made, ordered or customised, because they are made specifically for the patient and cannot be resold.
Products usually not returnable for change of mind
Custom, prescribed and special-order products
The following products are usually not eligible for change-of-mind return or refund once they have been ordered, processed, customised or made:
- Prescription lenses
- Multifocal, progressive or bifocal lenses
- MyoShield / myopia management lenses
- Ortho-K lenses
- Contact lenses
- Custom lens coatings, tints or treatments
- Custom frame and lens combinations
- Reglaze orders
- Special orders
Order cancellations
If you need to cancel or change an order
Please contact Optiplex as soon as possible.
If the order has not yet been sent to the lab, processed, ordered from the supplier or custom-made, we may be able to cancel or change it.
Once an order has been sent to the lab, processed, ordered, cut, customised or made, cancellation or refund may not be available. Labs can begin processing orders within 24 hours from purchase.
Vision concerns and prescription products
Assessment is required
If you experience blur, discomfort, adaptation difficulty or any concern with your glasses, lenses or prescription product, please contact Optiplex so we can assess the issue.
Vision concerns do not automatically qualify for a refund, remake or exchange.
- Frame fit and adjustment
- Lens measurements and lens position
- Prescription and lens type
- Product condition
- Adaptation requirements
- Patient use and wear instructions
- Any relevant clinical factors
Where an issue is confirmed, Optiplex will work through the appropriate remedy, which may include adjustment, repair, remake, replacement, exchange, credit or refund where required.
Multifocal and progressive lens adaptation
Adaptation can take time
Progressive and multifocal lenses can take time to adapt to. If you are having difficulty adapting, please contact us so we can check the frame fit, measurements, lens position and how the lenses are being used.
If multifocal lenses are not suitable after the required adaptation period, Optiplex may offer a single vision lens replacement pathway in line with our clinic policy. This will be assessed and confirmed by Optiplex.
Refunds are not automatically provided for multifocal adaptation difficulties.
Faulty, incorrect or damaged products
Contact us promptly
If you believe a product is faulty, damaged, incorrect or not what was ordered, please contact Optiplex as soon as possible.
We may need to inspect the product before confirming the next step. Please do not continue using a product if you believe it may be faulty or unsafe.
Contact lenses and Ortho-K
Contact lenses
For change-of-mind returns, opened contact lens boxes cannot usually be returned or exchanged. Unopened boxes may be eligible for return or exchange if they meet our return conditions.
If there is a product fault, eye health concern, discomfort, redness, pain, blur, discharge or light sensitivity, please stop wearing the lenses and contact Optiplex promptly for advice.
Ortho-K lenses
Ortho-K lenses are custom-made contact lenses and usually take around 3–4 weeks to arrive. Because they are custom-made for the patient, they are not usually refundable for change of mind once ordered or made.
Any concern with Ortho-K lenses, including comfort, fit, vision, lens damage, loss or adaptation, must be assessed by Optiplex before any remedy is confirmed.
Glasses turnaround time
Estimated completion time
Standard glasses usually take around 2 weeks to be completed. This timeframe is an estimate only.
Some orders may take longer depending on lens type, frame availability, supplier availability, lab processing, customisation, public holidays or other factors outside our control.
We will contact you when your glasses are ready for collection.
KIDProof warranty
Accidental frame replacement
Eligible children’s frame packages may include the Optiplex KIDProof warranty. KIDProof provides one accidental frame replacement within the warranty period, subject to the KIDProof warranty terms.
KIDProof may cover eligible accidental frame breakage where the broken frame is returned to Optiplex and the warranty has not already been used.
- Lost, stolen or misplaced glasses are not usually covered
- Intentional damage is not usually covered
- Repeated replacements are not usually covered
- Broken lenses from impact or misuse are not usually covered
- Third-party repairs are not usually covered
- Damage from heat, chemicals, improper cleaning, misuse or neglect is not usually covered
KIDProof is provided in addition to any rights you may have under Australian Consumer Law.
Other policy notes
Sale items and gift cards
Sale items are not usually eligible for change-of-mind returns unless required by law. Gift cards are not refundable unless required by law.
Health fund claims
If a refund, exchange, remake, cancellation or credit involves a private health fund claim, the claim may need to be reviewed, reversed or adjusted before any remedy is finalised.
Health fund rebates are controlled by the patient’s health fund and level of cover.
Assessment required
We need to review the issue first
Optiplex may need to inspect the product, review the order, check clinical records, confirm measurements, assess the frame or lenses, or contact the supplier/lab before confirming the appropriate next step.
We do not approve refunds, remakes, exchanges or credits until the issue has been assessed.
Need help with a refund, exchange or warranty concern?
Contact Optiplex Children’s Eyecare so we can review the issue and advise the next step.