What is OPSM's return policy?
Can you return an item to OPSM? Check eligibility first
OPSM allows customers to return most eyewear purchases within 30 days under its Satisfaction Guarantee.
✅ Change-of-Mind Returns
You can return or exchange most eyewear (including glasses, sunglasses, and frames) within 30 days of purchase as long as items are:
- Unused and undamaged
- In original packaging with tags, accessories, and case intact
- Accompanied by a receipt or proof of purchase
🚫 Exclusions
Some items are excluded from change-of-mind returns:
- Contact lenses, eye drops, and solutions (for hygiene reasons)
- Custom prescription lenses and hearing devices
- Gift cards and vouchers
Faulty or defective items are still eligible for return under warranty or Australian Consumer Law protections.
🛠 Defective Items
OPSM covers all eyewear under a 24-month manufacturer’s warranty for defects (excluding normal wear and tear). If your item is faulty, you’re entitled to a repair, replacement, or refund (even beyond the 30-day window).
📄 Proof of Purchase
You must provide a receipt, order confirmation, or online invoice. OPSM only accepts returns in the country of purchase, so Australian purchases must be returned within Australia.
How to return an item to OPSM
OPSM offers two easy return options: in-store or by mail.
1. In-Store Returns (Fastest Method)
- Bring your item and proof of purchase to any OPSM store.
- The team will inspect the item and process your refund or exchange immediately.
- In-store returns are free and processed on the spot.
💡 Tip: Check the OPSM Store Locator before visiting, especially for specialty items like Ray-Ban Stories.
2. Mail Returns (Free Postal Return)
You can return online orders for free via Australia Post.
Steps:
- Request a Return Label:
Contact OPSM Customer Care via Contact Us and select “Returns and warranty.” You’ll receive a free prepaid return label via email. - Pack the Item:
Include all accessories, cases, cleaning cloths, warranty cards, and your completed return form. Pack securely using the original or a sturdy box. - Send It Back:
Attach the provided prepaid label and drop off at any Australia Post location. Keep your tracking number. Customers are responsible for the package until OPSM confirms receipt. - Confirmation:
OPSM will email you once your return is received and processed.
3. Special Product Categories
- Prescription Glasses: Eligible for 30-day returns, even with custom lenses. OPSM may remake lenses or offer alternatives.
- Contact Lenses: Only returnable if defective or incorrect (contact Customer Care first).
- Smart Glasses (Ray-Ban Stories): Must include charging case and cables, and be factory reset before returning.
- In-Store Purchases: Return to any OPSM store with proof of purchase (not by mail).
OPSM return timeframes and item conditions
⏱ Return Window
- 30 days for change-of-mind returns (from purchase or delivery date).
- Allow 5 days for postal delivery if mailing your return.
- Defective items can be returned beyond 30 days under the 24-month warranty.
🧴 Condition Requirements
- Must be in original sellable condition (no scratches, wear, or missing accessories).
- Tags and stickers must remain attached.
- OPSM may refuse refunds if the product is used or damaged.
🧾 Proof of Purchase
Always bring or include your receipt, tax invoice, or order number.
📦 Packaging
Use original packaging whenever possible. If returning by mail, ensure secure packaging and padding. OPSM is not responsible for damage or loss in transit.
🔍 Warranty Returns
- OPSM’s 24-month warranty covers manufacturing defects.
- Repairs or replacements are handled free of charge under warranty.
- Faulty items deemed a major failure may be refunded in full per Australian Consumer Law.
Who pays for OPSM return shipping?
🚚 Free Return Shipping
All eligible returns within 30 days include free return shipping. Use the prepaid Australia Post label provided by OPSM to mail your item back.
💵 Free In-Store Returns
Returns to any OPSM store are free of charge — no restocking or handling fees.
🧾 OPSM Covers Faulty or Wrong Items
If the item is faulty, damaged, or incorrect, OPSM covers all return costs and will replace or refund at no cost to you.
⚠️ Customer-Paid Returns (Rare)
You might only pay shipping if you return outside the 30-day window or use your own courier instead of OPSM’s free label.
📦 Tracking
All prepaid labels are trackable. Keep your tracking number to confirm delivery and refund progress.
OPSM refunds after a return - how and when you’ll get your money back
💳 Refund Method
Refunds are issued via your original payment method:
- Credit/debit card → refunded to that card
- PayPal/Afterpay → refunded via those services
- Gift cards → reissued as a new gift card or store credit
⏱ Processing Time
- In-store: Usually processed immediately (1–3 days to appear in account).
- Mail returns: Processed within 7 business days of arrival.
- Allow an additional 3–5 business days for your bank or payment provider to finalise the transaction.
📧 Notifications
OPSM will email you once your refund is processed. Check your payment provider for confirmation.
⚠️ Exceptions
- Cash purchases are refunded to a card or via cheque (not in cash).
- Partial refunds may apply if items are missing parts or show signs of use.
- Original express delivery fees are non-refundable (if applicable).
🔁 Exchanges
- In-store: Instant exchange possible (e.g., swap for another frame).
- Online: Return for a refund, then place a new order.
OPSM cases submitted through Ajust
I went to OPSM Gordon after being told my new glasses were ready for collection, made the trip, and then got ignored at the counter. When I finally got a response, it was another vague wait with no basic courtesy. After dealing with the same dismissive attitude before, I stopped trying to push through it and asked OPSM to process a full refund for the frames and lenses instead. - Christine
I trusted OPSM with two pairs of progressive glasses, but something felt off for months and I assumed it was medication or my health. Later, another optometrist confirmed the glasses were made with an error and my reading add should not have been set that way. When I raised it with OPSM, I got brushed off. At that point, a refund for the spectacles felt like the only fair outcome. - David
My mother-in-law paid a large deposit at OPSM Northcote Plaza, then we called within hours to cancel because the price was too high for her budget. We were told a refund would be processed, then got a text saying the glasses were ready anyway. In store, they pushed store credit and claimed it couldn’t be cancelled. The whole cancellation and refund process felt misleading and unfair. - Paul
I bought new glasses from OPSM and within a week a screw came loose and I lost a lens. I take care of my glasses, so this felt like a clear fault, not misuse. When I called, OPSM had no interest in inspecting them or fixing it, and I was told to pay for a replacement lens. That response pushed me to look for a proper return or remedy elsewhere. - Clare
Customer experiences with OPSM returns
Smooth 30-Day Return: A customer returned designer frames within two weeks. The staff processed the refund instantly, and funds appeared in their account in 3 days. They described the experience as “simple and stress-free.”
Refund Delay Issue: One online customer reported waiting three months for a defect refund due to slow communication. They eventually received full reimbursement after repeated follow-ups.
Consumer Rights Asserted: A Melbourne customer said a store initially refused a refund for faulty glasses until they cited Australian Consumer Law. OPSM later refunded them in full.
OPSM Return FAQs
What is OPSM’s return policy in Australia for change-of-mind returns?
OPSM Australia offers change-of-mind returns under its Satisfaction Guarantee within 30 days of purchase. To qualify, eyewear must be unused, undamaged, and returned with original packaging, tags, accessories, and case, plus proof of purchase. If the product shows scratches, wear, or missing parts, OPSM can refuse the return. The simplest path is returning in-store, where refunds or exchanges are usually processed immediately.
What items can’t be returned to OPSM for a change of mind?
OPSM Australia excludes some products from change-of-mind returns, including contact lenses and solutions, custom prescription lenses and hearing devices, and gift cards or vouchers. These restrictions are mainly due to hygiene and custom-made product rules. If your item is faulty or defective, it’s treated differently and may still be eligible for a remedy under OPSM’s warranty or Australian Consumer Law, even if it’s excluded from change of mind.
Can you return prescription glasses to OPSM if the lenses were custom made?
OPSM says prescription glasses can be eligible for returns within 30 days, even with custom lenses, under its Satisfaction Guarantee. In practice, OPSM may remake the lenses or offer alternatives, depending on the issue. You’ll still need proof of purchase and the glasses should be in sellable condition with all included accessories. If the glasses are faulty, you may be covered beyond 30 days through warranty or consumer guarantees.
How do OPSM online returns work, and is return shipping free?
OPSM Australia provides free postal returns for eligible online orders using a prepaid Australia Post return label. You request the label through OPSM Customer Care, pack the item securely with all accessories and return paperwork, and lodge it at Australia Post while keeping the tracking number. Mail returns are typically processed within 7 business days after arrival, then banks and payment providers can take extra days to show the refund.
Official OPSM Returns Resources & Links
- 📘 OPSM Returns FAQ: Detailed return policy for eyewear and contact lenses
- 📞 Customer Care: 1800 626 300 (Mon–Fri, 9am–5pm AEST)
- ✉️ Contact OPSM: Request a return label or ask a question
- 🏬 Store Locator: Find your nearest OPSM store
- 🔧 Service Guarantee & Warranty: Includes the 24-month warranty details
- ⚖️ ACCC – Consumer Refund Rights: Learn about your legal protections under Australian law
Every day you wait, your refund gets harder.
Don’t let the return window close. Let’s check if you’re still covered.