Still waiting on a

OPSM

refund?

OPSM makes returns simple with their 30-Day Change-of-Mind Guarantee. If you’re not completely happy with your new glasses, sunglasses, or frames, you can return them within 30 days of purchase for a full refund or exchange.

To qualify for a refund, make sure:

• Your item is unworn, undamaged, and in original condition
  
  
• You include all packaging, accessories, and parts
  
  
• You have proof of purchase (receipt or online order confirmation)
  
  

🚫 Exclusions and Exceptions

Some items can’t be refunded under the 30-day change-of-mind policy:

• Contact lenses, solutions, and eye drops (unless faulty)
  
  
• Custom prescription lenses or made-to-order eyewear (since they’re tailored to you)
  
  
• Deposits on special orders once production has begun
  
  

If your glasses or lenses are faulty, defective, or not fit for purpose, you’re fully protected under Australian Consumer Law (ACL). That means you’re entitled to a repair, replacement, or refund, regardless of the 30-day policy.

Whether you purchased in-store or online, OPSM gives you flexible ways to process your return.

🏬 In-Store Returns

• Bring your item back to any OPSM store within 30 days.
  
  
• Include your receipt or proof of purchase.
  
  
• Staff will inspect your item to confirm it’s in original condition.
  
  
• Once approved, the refund is initiated to your original payment method.
  
  

💡 Tip: If possible, return to the same store where you purchased - especially for hearing aids or specialty items, which must go back to their original store.

📦 Online Order Returns

You can return online purchases in one of two ways:

1. By Mail (Free Shipping):

• Request a complimentary return label through OPSM’s website or Customer Care.
  
  
• Complete the return form, pack your item securely, and include all accessories.
  
  
• Attach the prepaid label and post it via Australia Post.
  
  
• OPSM will email you when your return is received.
  
  

2. In Store (Fastest Option):

• Take your online order to any participating OPSM store.
  
  
• Show your order confirmation as proof of purchase.
  
  
• Refunds are processed immediately and the store sends the item back for you.
  
  

📞 Need Help?

• Phone: 1800 626 300
  
  
• Email: customercare@opsm.com.au
  
  

If you lose your return label or need clarification, contact OPSM Customer Care, they’ll guide you step-by-step and ensure your return is logged correctly.

Refund times depend on whether you return in-store or by post.

• In-Store Returns: Refunds are approved immediately. Allow 3–5 business days for your bank to post the credit.
  
  
• Mail Returns: Allow 1–2 weeks total, including postage and processing. OPSM typically finalises refunds within 3–5 business days after receiving your parcel.
  
  

You’ll receive email updates when your return is received and when your refund is processed. Refunds via PayPal, Afterpay, or other payment platforms can take a few extra days, depending on the provider.

⏱ Most customers receive their refund within 5–10 business days of starting the process. If your refund hasn’t arrived within that window, contact OPSM Customer Care with your tracking number and they’ll sort it out quickly.

OPSM refunds purchases via the same method used for payment, whenever possible.

• Credit/Debit Cards: Refunded to the original card.
  
  
• PayPal or Online Payments: Credited back through the same platform.
  
  
• Cash Payments: Typically refunded via cheque or bank transfer for security reasons.
  
  
• Gift Cards: Refunded onto a new OPSM gift card of equal value.
  
  
• Health Fund Purchases: Refunded to your payment method, but you may need to coordinate with your health fund to reset benefits.
  

If your original payment method is unavailable (for example, if a card has expired), OPSM will work with you to arrange a suitable alternative such as an EFT refund.

💡 Note: OPSM doesn’t usually issue store credit unless requested - they aim to return your funds in the original form.

Here are the most common refund snags and how to avoid them:

• Missed 30-Day Deadline: The most frequent mistake. Always act within the 30-day window to qualify for change-of-mind refunds.
  
  
• Used or Damaged Items: Glasses must be in like-new condition. Scratches, bent frames, or missing packaging may disqualify your refund.
  
  
• Contact Lenses: Opened boxes or used lenses cannot be refunded unless faulty.
  
  
• Custom Orders & Deposits: Deposits for made-to-order prescription glasses are non-refundable once lenses are in production.
  
  
• Missing Proof of Purchase: Always keep your receipt or order number. Without it, refunds may be delayed or denied.
  
  

🧠 Tip: Keep your eyewear and packaging intact until you’re sure you’ll keep it. If anything goes wrong, OPSM is fair and responsive, especially when you meet policy requirements.