Refund policy

At Optiplex Children’s Eyecare, many of our products are custom-made, prescribed or ordered specifically for each patient. This includes prescription lenses, children’s glasses, multifocal lenses, myopia management lenses, Ortho-K lenses, contact lenses and other optical products.

We want every patient to be happy with their care and products. If there is a concern, please contact us so we can assess the issue and work through the correct next step.

Change of Mind

For change-of-mind returns, frames may be returned within 14 days if they are:

• unused
• unworn
• undamaged
• in original condition
• with original tags and packaging where applicable
• accompanied by proof of purchase

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.

This includes, but is not limited to:

• prescription lenses
• multifocal or progressive lenses
• bifocal lenses
• MyoShield / myopia management lenses
• Ortho-K lenses
• contact lenses
• custom lens coatings or tints
• 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

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.

The glasses or lenses must be returned to Optiplex for assessment so we can check relevant factors, including:

• frame fit
• frame adjustment
• lens measurements
• lens position
• prescription
• lens type
• product condition
• adaptation requirements
• patient use and wear instructions
• relevant clinical factors

Blur, discomfort or adaptation issues can be caused by many different factors and must be assessed before any remedy is confirmed.

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 / Progressive Lens Adaptation

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

If you believe a product is faulty, damaged, incorrect or not what was ordered, please contact us 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

For change-of-mind returns, opened contact lens boxes cannot usually be returned or exchanged.

Unopened contact lens 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. They usually take around 3–4 weeks to arrive.

Because they are custom-made for the patient, Ortho-K lenses 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

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

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.

KIDProof does not usually cover:

• lost glasses
• stolen glasses
• misplaced glasses
• intentional damage
• repeated replacements
• broken lenses from impact or misuse
• third-party repairs
• damage caused by heat
• damage caused by chemicals
• improper cleaning
• misuse or neglect

KIDProof is provided in addition to any rights you may have under Australian Consumer Law.

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

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.

Contact Us

For refund, exchange, warranty or product concerns, please contact Optiplex Children’s Eyecare so we can review the issue and advise the next step.