fbpx
Generic selectors
Exact matches only
Search in title
Search in content
Generic selectors
Exact matches only
Search in title
Search in content

Service Guarantee

We’re committed to delivering great eyecare and excellent service.

Our Customer Assistance team is available to answer your questions from 9am to 5pm, Monday to Friday. Please contact our Customer Service Team on 1300 769 882 or email customerservice@eyeq.com.au. If our Customer Assistance team is unable to answer your question, they’ll have one of our highly qualified practice staff or optometrists call you back.

We want to make sure you have the right solution for your eyecare health needs, so if your contact lens script changes and you still have unopened boxes of EyeQ Optometrist lenses, we’ll exchange your lenses for a new set.

This applies when:

  • The returned lenses must have been bought online from EyeQ Optometrists within the last 60 days
  • You are 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 have not been opened or damaged and have more than 6 months remaining before expiry date.

If your purchased product has a fault of any kind or an issue with quality, your replacement is covered 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.

For more information about our Returns and Exchanges policy, please visit Returns and Exchanges.

EyeQ Optometrists are here to help. Please contact us if you have any questions. Our Customer Service Team is available on 1300 769 882 or customerservice@eyeq.com.au.

ALCON CONTACT LENSES

Our contact lens provider Alcon is experiencing delays fulfilling orders due to a cyber-security incident involving their freight partner, Toll Group. These delays are across their entire network of optical retailers in Australia. We apologise for an inconvenience caused and encourage you to contact your local EyeQ practice for any urgent requirements.