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.

Store Credit

For eligible returns, City Optics may offer customers a choice between a refund to the original payment method and store credit, depending on the return type, product condition, payment method and the customer’s rights under Australian Consumer Law.

Store credit is issued to the customer account used for the original order and can be used as a payment method at checkout when the customer is signed in to their City Optics customer account. Store credit cannot be exchanged for cash unless required by law.

Store credit issued by City Optics expires 3 years from the date it is issued. Any expiry date will be set when the store credit is issued and may be visible in the customer’s account where supported by Shopify.

If an order paid partly or fully with store credit is later returned, any approved refund for the store-credit portion may be returned to store credit. Any approved refund for amounts paid by another payment method may be refunded to the original payment method or issued as store credit where the customer chooses store credit and City Optics approves the return.

Store credit does not limit any rights or remedies you may have under Australian Consumer Law, including where goods are faulty, not as described, or otherwise fail to meet a consumer guarantee.

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.