Returns, Warranty & Prescription Eyewear Policy

Change of mind

If you change your mind, please contact us within 30 days of receiving your order.

Because prescription lenses and prescription eyewear are custom-made to your individual requirements, refunds are not available for change of mind. Where appropriate, we may be able to offer a credit or exchange.

Damage, defects and workmanship issues

If your eyewear arrives damaged, faulty, not as described, or appears to have a manufacturing or workmanship issue, please contact us with your order number and photos where possible so we can assess the issue and provide an appropriate remedy.

Accidental damage, misuse, scratched lenses, and normal wear and tear are not covered unless the issue is related to a confirmed manufacturing or workmanship fault.

30-day contact window

Please contact us within 30 days for change-of-mind credit/exchange requests, or if something seems wrong with your order.

Warranty or fault-related issues may still be assessed outside this period where applicable.

Prescription information

Customers are responsible for providing accurate and current prescription information.

If incorrect or outdated prescription details are supplied, remakes or refunds may not be available. However, we'll work with you to understand the issue and discuss available options.

Prescription review

If your prescription information is unclear, incomplete, unusual, or appears unsuitable for the selected lenses, we may contact you before production begins.

Prescription comfort / non-adaption

If you are having trouble adapting to your new prescription eyewear, please contact us.

We'll work with you to understand the issue and help find a suitable solution so your glasses are comfortable and wearable.

Remakes for non-adaption are assessed case by case.

Remakes

Remakes are assessed by Byron Bay Optical.

They are generally available where there is a confirmed workmanship issue or where we determine a remake is appropriate due to non-adaption.

Warranty

Byron Bay Optical provides a 1-year warranty for manufacturing or workmanship faults.

This warranty does not cover accidental damage, misuse, scratched lenses, or normal wear and tear unless the issue is related to a confirmed manufacturing or workmanship fault.

Return postage for approved claims

If your return or remake request is approved due to a fault, warranty issue, or confirmed workmanship issue, we'll provide return postage instructions.

In approved cases, Byron Bay Optical will cover return postage.

How to contact us about an issue

If something seems wrong with your order, please contact us with:

• your order number
• a short description of the issue
• photos where possible

We'll review the information and contact you with the next steps.