Return, Repair and Replacement Policy

Version: November 2025

At Free Frame Optics, we want you to love your new eyewear poduct. If the products you receive aren’t what you ordered, arrive damaged, or have a fault, we’re here to make it right.

You are entitled to a repair, replacement, or refund for products with a major failure, or if goods are not of acceptable quality, not fit for purpose, or do not match their description.

For any return enquiries, please contact our Customer Support Team at:
📧 support@freeframeoptics.com

If your item is faulty, damaged, or incorrect, we will cover all return postage costs.

How we process returns

Once we receive and inspect the returned product, we will arrange a refund, repair, or replacement as quickly as possible.

Approved refunds will be issued to the same payment method used at the time of purchase.

All returns must be sent to our returns location:
📍 17 Blinco Street, Fremantle 6160 WA, Australia

If your return is accepted, we’ll send you:

• A return shipping label

• Instructions on how and where to send your parcel

 

Return Eligibility 

For change-of-mind or non-fault returns (if permitted), your item must be:

• In the same condition you received it

• Unworn or unused

• In its original packaging

• Returned within 30 days of receiving your order

• Accompanied by a receipt or proof of purchase

Please note:
Frames fitted with custom prescription lenses are made specifically for you and therefore cannot be returned for change of mind, but they may be returned if faulty, incorrect, or damaged.

Repairs

At Free Frame Optics, we stand behind the quality of our products. If your eyewear has a manufacturing fault or defect, we will happily arrange a repair or replacement.

What we repair

We can repair or replace components affected by:

• Manufacturing defects

• Hinge or structural issues

• Coating or material defects

What is not covered

Repairs do not apply to:

• Normal wear and tear

• Scratches from daily use

• Accidental damage

• Damage caused by misuse

• Prescription changes

 

Damages and Issues

Please inspect your order upon arrival. If your item is:

• Defective

• Damaged

• Incorrect

Contact us immediately so we can evaluate the issue and make it right.

We unfortunately cannot accept returns on gift cards.

If you believe your eyewear requires repair:

1. Email support@freeframeoptics.com with your order number and a description or photos of the issue.

2. Our team will assess the case and confirm whether it qualifies for repair.

3. If eligible, we’ll issue a Return Reference Number, return instructions, and a free return shipping label for faulty items.

4. Once your item is received, our technicians will repair or replace the affected part and return it to you as quickly as possible.

Your satisfaction means everything to us. If you have any questions about returns, repairs, or your order in general, our team is always happy to assist.

Thank you for choosing Free Frame Optics. We are committed to ensuring you enjoy a smooth and positive experience.