Returns and Refunds Policy

At Eyehouse, we want you to feel confident with every purchase. If something isn’t quite right, here’s how we can help.

Eligibility for Returns

  • Returns can be requested within 14 days of delivery.
  • Items must be unused, sealed, and in original packaging/condition to qualify.
  • We cannot accept returns for:
    • Opened or used cosmetics and eye drops (for hygiene and safety reasons)
    • Sale or clearance items
    • Items damaged after delivery

How to Request a Return

  • Email info@eyehouse.com.au with your order number and details of the issue.
  • We’ll assess your request individually and confirm the next steps.
  • If approved, we may request photos before you send the item back.

Shipping Costs

  • Customers are responsible for return postage unless the item is faulty, incorrect, or covered under Australian Consumer Law.
  • We recommend using a trackable service to ensure your parcel reaches us safely.
  • Original shipping fees are non-refundable unless required by law.

Faulty or Damaged Items

  • If your item arrives faulty, incorrect, or damaged, email info@eyehouse.com.au immediately with photos.
  • We’ll work quickly to arrange a replacement, alternative, or refund — whichever is most suitable.

Refunds

  • Refunds are processed within 5–10 business days of receiving and inspecting your returned item.
  • Funds will be returned to the original payment method used at checkout.

Need Help?

We aim to make this process smooth and stress-free. If you’re unsure about anything, just reach out to us at info@eyehouse.com.au — we’re here to help.