Our Service Guarantee

At EyeQ Optometrists we’re committed to delivering the very best eyecare, and that includes excellent service when it’s time to make a purchase.

That commitment is backed up by our Customer Assistance team, available 9am to 5pm Monday to Friday – click here for phone or email details.

It also means you get direct access to experts in eyecare. If you have a question about your script or contact lenses that our Customer Assistance team can’t answer they’ll have one of our highly qualified practice staff or Optometrists give you a call back.

And because we want to make sure you have the right solution for your vision needs, we’ll exchange contact lenses you’ve bought from EyeQ Optometrists if your script changes. The only conditions to this exchange are:

  • The returned lenses must have been bought online from EyeQ Optometrists
  • You must be able to provide proof of purchase (this could be the invoice you received, or the order confirmation we sent you when you first placed the order)
  • The box and product must not have been opened or damaged and must have more than 6 months remaining before expiry date.

And of course if the product you were supplied had a fault or an issue with quality, you are covered for replacement under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to major failure.

To find out more about our Returns and Exchanges policy or required process see Returns and Exchanges.

Whatever the problem, EyeQ Optometrists are here to help you so simply contact Customer Assistance.