What is your return and exchange policy?

What is Your Return and Exchange Policy?

City Optics handles returns, exchanges and warranty concerns according to the product type, purchase channel and Australian Consumer Law. Some eyewear and contact lens products are custom, prescription-based or health-related, so they may have different requirements from standard retail items.

Online Purchases

Eligible online returns: Eligible online purchases can be returned within 60 days from delivery if they are in original condition, complete with tags, stickers, accessories, case and original packaging where supplied.
Contact lenses: Contact lenses must be unopened, unused and in resaleable condition unless there is a fault or another remedy applies under Australian Consumer Law.
Return shipping: Return shipping is generally the customer's responsibility unless the item is faulty, incorrect or otherwise covered by a required remedy.
How to start: Email online@cityoptics.com.au with your order number, the item you want to return, and the reason for return.

In-Store Purchases

Eligible exchanges: Eligible non-prescription products may be exchanged within 14 days when returned in original, unworn condition with proof of purchase.
Prescription eyewear: Prescription glasses and lenses are made to individual requirements and are generally not returnable for change of mind. If something is not right, please return to the store so our team can assess the frame fit, measurements, prescription, lenses and available remedies.
Promotional and sale items: Some sale, promotional, personalised or custom items may be excluded from change-of-mind exchanges unless a remedy is required under Australian Consumer Law.

Refunds and Processing

Refund method: Approved refunds are issued to the original payment method used for the purchase.
Processing time: Please allow 10-30 business days for a return and refund to be assessed and processed once we receive the returned item.
Australian Consumer Law: Nothing in this policy limits your rights under Australian Consumer Law for faulty, unsafe, incorrectly described or otherwise non-compliant goods.

Warranty and Prescription Concerns

Frames and lenses may be covered by manufacturer warranties against defects in materials or workmanship. Prescription concerns require assessment before a refund or remake is considered. This may include frame adjustment, measurement checks, lens inspection, prescription verification and, where clinically needed, an optometrist recheck.

For the full policy wording, including shipping, warranty, money-back guarantee and offer conditions, please review our Terms of Service or contact online@cityoptics.com.au.