Returns & Refunds Policy

Last updated: August 2026
 

At See Side Optical we want you to be completely satisfied with your purchase. This Returns and Refunds Policy sets out your rights and our obligations under the Australian Consumer Law (ACL). Please read this policy carefully before making a purchase.
 

Your Rights Under Australian Consumer Law

Under the Australian Consumer Law, you are entitled to a repair, replacement or refund for products that are faulty, not fit for purpose, or not as described — regardless of our store policy. These rights cannot be excluded or limited.

In addition to your statutory rights, we have the following store policy for returns and exchanges.
 

Contact Lenses

Faulty or Damaged Contact Lenses

If you receive contact lenses that are damaged, defective or not as described, please contact us within 14 days of receipt. We will arrange a replacement or full refund at no cost to you. Please do not use damaged lenses as this may cause harm to your eyes.

Change of Mind - Contact Lenses

⚠️ Important — hygiene and safety restriction

For hygiene and safety reasons, and because contact lenses are regulated medical devices, we are unable to accept returns of contact lenses where the packaging has been opened, unless the product is faulty. Unopened, undamaged contact lenses in original sealed packaging may be returned within 30 days for a store credit or exchange. We cannot offer a refund for change of mind on contact lens purchases.

Incorrect Prescription

If you believe your contact lenses do not match your prescription, please contact us immediately. Do not continue wearing lenses that feel incorrect. We will arrange a complimentary check of your prescription and work with you to resolve the issue as quickly as possible.

 

Plano Sunglasses & Optical Accessories

Change of Mind Returns

We accept change of mind returns on Plano sunglasses and optical accessories within 30 days of purchase, provided the item is:

• In its original, unused condition

• In original packaging with all tags attached

• Accompanied by proof of purchase (receipt or order confirmation)

• Not a hygiene-sensitive product that has been used
   

Change of mind returns are eligible for a store credit or exchange. We do not offer cash refunds for change of mind purchases unless required by law.

Return postage costs for change of mind returns are the responsibility of the customer. We recommend using a tracked postage service as we cannot be responsible for items lost in transit.

 

Faulty or Damaged Products

If your product arrives damaged or develops a fault within a reasonable time frame, you are entitled to a repair, replacement or full refund under Australian Consumer Law. Please contact us within 14 days of noticing any fault.

 

Prescription Glasses & Lenses

Prescription eyewear is custom-manufactured to your individual prescription and specifications. As such, we are unable to offer refunds or returns for change of mind on prescription glasses or lenses once manufacturing has commenced.

If Your Glasses Are Not Right

We want you to love your glasses. If you experience any of the following within 30 days of collection, please come in and see us:

• Discomfort, distortion or difficulty adjusting to new lenses

• Glasses that do not fit correctly

• Lenses that do not appear to match your prescription

• Manufacturing defects or damage present at time of collection

Our team will assess your glasses at no charge and arrange adjustments, a remake or a refund where appropriate. Remakes due to prescription error on our part will always be done at no cost to you.

 

Warranty

Our frames and lenses carry a manufacturer's warranty against defects in materials and workmanship. Warranty periods vary by brand — please ask our team for details at the time of purchase. Warranty does not cover accidental damage, misuse or normal wear and tear.

Online Orders — How to Return

To initiate a return for an online order:

• Contact us at info@seesideoptical.com.au or call (02) 4268 3933 within the applicable return period

• Include your order number and the reason for the return

• We will respond within 2 business days with return instructions

• Do not return items without contacting us first

Once your return is received and inspected, we will process your refund, credit or exchange within 5 business days. Refunds will be issued to the original payment method.

 

In-Store Purchases

For in-store purchases, please bring the item, its original packaging and your proof of purchase to our Thirroul practice. Our team will assess your return and process it in accordance with this policy and your rights under Australian Consumer Law.

Items We Cannot Accept Returns On

For health, hygiene and safety reasons, we are unable to accept returns on:

• Opened contact lens packaging (unless faulty)

• Eye drops or eye medications

• Lens cleaning solutions that have been opened

• Items that have been clearly used or damaged after purchase
  
   

This does not affect your rights under Australian Consumer Law for faulty or misdescribed products.

 

Questions?

If you have any questions about our returns policy or need to arrange a return, please don't hesitate to get in touch:

See Side Optical

📍 Shop 10, 1a King Street, Thirroul NSW 2515

📞 (02) 4268 3933

✉️ info@seesideoptical.com.au

⏰ Monday–Friday 9am–5pm (Thursday until 6pm) | Saturday 9am–12pm