Refund policy
At Lenshouse, we are committed to providing genuine, high-quality contact lenses and excellent customer service.
Please read our return and refund policy carefully before placing your order.
Returns
Due to health and hygiene regulations, we are unable to accept returns on any opened, used, or damaged contact lens boxes.
We may accept returns for unopened, sealed, and unused products within 14 days of delivery.
To be eligible for a return:
- Products must be unopened, sealed, and in original packaging
- Products must be in resalable condition
- Proof of purchase must be provided
Incorrect Orders
If you have ordered the wrong product or prescription, please contact us immediately.
If your order has not yet been processed or dispatched, we may be able to make changes.
Once an order has been dispatched, changes or cancellations may not be possible.
Faulty or Damaged Products
If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of receiving your order.
Please provide:
- Your order number
- Photos of the product
- A description of the issue
We will assess the issue and arrange a replacement, exchange, or refund where applicable.
Refunds
Approved refunds will be processed back to your original payment method within 3–7 business days.
Shipping fees are non-refundable unless the return is due to our error.
Prescription Orders
Orders placed with uploaded prescriptions are processed based on the information provided by the customer.
Lenshouse is not responsible for incorrect prescriptions submitted at checkout.
Please ensure all prescription details are accurate before ordering.
Contact Us
If you have any questions about returns or refunds, please contact our support team.
Email: support@lenshouse.com.au
Phone: 0404 350 198