Returns & Refund Policy

Overview

We want you to be completely satisfied with your FL-41 migraine glasses. If for any reason you are not happy with your purchase, please contact us within 30 days of receiving your order and we will do our best to make it right.

Non-Prescription Glasses

If you ordered non-prescription FL-41 glasses and are not satisfied, you are eligible for either a full refund or a one-time exchange within 30 days of receiving your order, provided the glasses are returned in their original, unworn condition with no scratches or damage.

• Refund or exchange must be requested within 30 days of receipt.
• Glasses must be in original condition — unworn, unscratched, with original packaging.
• One refund or exchange per order.
• Refunds are processed to the original payment method within 5–10 business days of us receiving the return.

Prescription Glasses

Prescription lenses are custom-made to your individual prescription and therefore cannot be refunded. However, we offer a one-time exchange within 30 days of receiving your order if there is an issue with the frame or lenses (e.g. incorrect prescription was submitted, frame fit issue, manufacturing defect).

• Exchange requests must be made within 30 days of receipt.
• No refunds on prescription orders (custom lenses are made to order).
• One exchange per order.
• If the exchange results in a higher-priced lens option, the difference will be charged; if lower, no refund of the difference is issued.
• If a manufacturing defect is confirmed by our optometrist, we will remake the lenses at no cost.

How to Request a Return or Exchange

1. Email us at reception@primeoptometrists.com.au with your order number and reason for the return or exchange.
2. Our team will respond within 1–2 business days with return instructions.
3. Pack the glasses securely in their original case and post to:
   Prime Optometrists
   43 Auburn Road, Auburn NSW 2144
4. Once we receive and inspect the return, we will process your refund or dispatch your exchange.

Return Shipping

We cover the cost of return shipping for manufacturing defects or errors on our part. For change-of-mind returns or exchanges, return postage is at the customer's expense. We recommend using a tracked service as we cannot be responsible for items lost in transit.

Exceptions

The following items are not eligible for return or refund:

• Glasses showing signs of wear, scratches, or damage caused after delivery.
• Prescription glasses (refund only; exchange still available — see above).
• Orders where 30 days have passed since delivery.