Free Return and Refund Information

Return Policy

For glasses & sunglasses (Including prescription lenses)

We want you to be happy with your new eyewear purchase. If you are not satisfied for any reason, we offer our 30 day change of mind policy over and above your statutory rights and standard manufactures warranties. Our change of mind policy provides peace of mind and allows you to exchange your frame and lenses for another pair of equal or lesser value. 30 day period commences from the date you receive your order. Our Change of Mind promise does not apply if you have used, broken or damaged the products in any way. Bupa Optical covers the costs of the return, delivery of your new order and the manufacture of new lenses under the following conditions: 

• Only one change of frames per customer.
• Bupa Optical will replace the frame of an equal or lesser value. If the new frame value is greater than the original frame, the customer will need to pay the difference before the new order is processed.
• The swap will only apply to the same prescription and type of lens. Change of lens type may involve additional costs.
• Item(s) must be returned within 30 days from the date you received your order (unless item is defective).
• Item(s) must be returned in original condition with original packaging (not opened with seals and packaging intact) and all inclusions (unless item is defective).

In addition, if you identify a fault or defect with your eyewear, please contact us to discuss your options in accordance with the Australian Consumer Law.

For contact lenses

Contact lenses may only be returned for change of mind if the product is unopened and sealed in its original packaging within 30 days from the date you receive your order. Contact lenses are not exchangeable or refundable once original packaging has been removed or broken (unless the product is defective). If the product is defective or faulty, please contact us to discuss your options in accordance with the Australian Consumer Law.

 

Online Order Returns Procedure

Please refer to the steps below only for returning products ordered online:

a) Contact us on 1300 791 985 between 9:00am and 4:30pm (AEST), website chatbot 9:30 am and 4:30pm (AEST) or email optical.onlinesales@bupa.com.au and we will arrange for a prepaid returns label to be emailed to you.

b) Follow the guided procedure in your email and print the Return Label.

c) Pack item(s) in the original packaging including any case and cleaning cloths received with your eyewear order. Make sure the package is secure and that the contents do not risk being damaged during shipping. Please take care when packing, because we will not be responsible for any damage to or loss of the products caused during packing, and shipping to us. You may need to purchase packaging materials to assist you in packaging the products.

d) Attach the pre-paid Return Label on the outside of the package covering any previous address label. Please ensure you secure the Return Label properly so that it does not detach from the package. Alternatively, you may print your label at most Post Offices, see auspost.com.au/print-locations to find out which Post Office are included.

e) Drop your package at any Australia Post store, Parcel Collect Locker or streetside letter box. Please note that until we receive the package back from you, the product is at your risk. Please ensure you pack the products properly and securely so that the products are not damaged or lost during transit.

f) Track your return at www.auspost.com.au

When we receive your returned order, we will review and assess it. We may discuss with you the condition of the products you have returned to us. We ask that you cooperate with us during this process.

It usually takes up to 5 business days to process your return once it is received at our Fulfilment Centre. Refunds will be issued in the same form as your original payment method. If you made the purchase using AfterPay, any future payment instalments will be cancelled, and all previous payments will be refunded to your linked card. If your original payment method has expired or been cancelled, please contact us to discuss your options.
Please note that in-store purchases cannot be returned by mail and must be returned to a store.

For any health fund claim reversals, we will issue you a refund receipt. You will need to contact Bupa health insurance (https://www.bupa.com.au/contact-us) to reverse your claim. If you are with another health insurance provider, please contact them directly for any eligible claim reversals.

 

FAQ

Can I return my online order in store?
No. Currently, online returns cannot be processed in any Bupa Optical stores.

How long does my refund take?
It can take up to 10 business days* to appear as a credit on your billing statement according to your card provider. If your card has expired or you have cancelled your card, please contact us to discuss your options.

* This is an estimate timeframe only and will depend on your bank and payment processing times.