Refund Policy

Bulk-Billed Services

• Medicare bulk-billed services do not require patient payment
• No refunds apply as no patient charges are involved
• Concerns about service quality should be raised directly with our practice

Private Consultations

• Full refund available if service cannot be provided as scheduled
• Partial refund may apply if service is interrupted by unforeseen circumstances
• No refund for consultations completed to professional standards
• Refund requests must be made within 30 days of service

Defective Products

• Full refund or replacement for manufacturing defects
• Warranty periods apply to different product categories
• Proof of purchase required for all warranty claims
• Inspection required to determine manufacturing defects

Prescription Errors

• Full refund or remake for our prescription errors
• Verification of prescription accuracy required
• Changes to prescription after dispensing are not covered
• Customer must return products for assessment

Fitting Issues

• Adjustments and minor modifications provided free of charge
• Remake may be offered for significant fitting problems
• Customer preference changes after approval are not covered
• Progressive lens adaptation period applies (2-4 weeks)

Standard Timeframes

• Refund requests must be made within 30 days of service/delivery
• Investigation and assessment within 14 days of request
• Refund processing within 7-10 business days of approval
• Refunds issued to original payment method where possible

Extended Warranties

• Spectacle frames: 2 years from delivery
• Prescription lenses: 2 years from delivery
• Coatings and treatments: 2 years from delivery

Note: Eye See You Optometry specialises in spectacles and does not provide contact lens services.

Refunds Will NOT Be Provided For:

• Change of mind after service completion
• Damage caused by misuse or negligence
• Normal wear and tear of products
• Prescription changes by other practitioners
• Failure to follow care instructions
• Loss or theft of products
• Cosmetic preferences after approval

Special Circumstances

• Emergency cancellations may be considered on a case-by-case basis
• Medical reasons preventing service use will be assessed individually
• Goodwill gestures may be offered at management discretion
• Alternative solutions may be proposed instead of refunds

How to Request a Refund

1. Contact our practice manager by phone or email
2. Provide details of the service or product in question
3. Explain the reason for the refund request
4. Provide proof of purchase if applicable
5. Return products for assessment if required
6. Allow time for investigation and assessment
7. Receive written confirmation of refund decision

Information Required

• Patient name and contact details
• Date of service or product delivery
• Invoice or receipt number
• Detailed description of the issue
• Preferred resolution outcome