Returns Policy

Returns Policy
Returns Policy 2018-05-10T14:40:34+00:00

Returns Policy

We will provide a refund for returned contact lenses provided the boxes of contact lenses arrive un-opened, un-marked and un-damaged. The contact lenses must be returned within 60 days from the date of purchase.

Our policy lasts 60 days. If 60 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Your refund will be processed within 14 days of product being returned. A re-stocking and administration fee of $30 and any shipping fees will be deducted for all returned products. Unless we have processed your order incorrectly, we do not refund any costs involved in returning products.

If you change your mind about your purchase and notify us before your order has been shipped by Visique on High Street & Main Optometrists then your transaction amount, after transaction fees of 5.5% and shipping costs (if applicable) have been deducted, will be refunded to a valid credit card you supply.

Email us at and advise us you would like to return a product. Please provide us with your order number from your purchase and reason for return. We will provide a return address and a Return Authority Number.

To complete your return, we require a copy of your order, receipt or proof of purchase.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 days.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

If you have any problems with products purchased from us at any time please let us know immediately. If any products are determined to be defective by the manufacturer or distributor we will replace them.

Visique on High Street & Main Optometrists makes no warranty, express or implied beyond the manufacturer’s / distributor’s warranty regarding any products sold, including any implied warranties of merchantability or fitness for a particular purpose. Any claim is limited to the value of the product supplied.

For contact lens products held in stock, normal delivery time is 2-3 working days where you have supplied your full, correct prescription and delivery information. For contact lenses that are ordered in, normal delivery time is 4-5 working days where you have supplied the full, correct prescription and delivery information.

Some contact lenses such as toric lenses (for astigmatism correction) can take longer; in these cases you will be notified with an expected delivery time.

Visique on High Street & Main Optometrists endeavours to meet these delivery schedules, but will not be held responsible for any delays due to incomplete prescription or delivery information, courier deliveries, or product shortages. If there is a delay on supplying your order we will advise you by email and / or text as soon as possible. You will receive a confirmation email and / or text when your products have been dispatched.

If the products are not received within 5 working days of the dispatched confirmation email it is your responsibility to contact us so the goods may be traced. If you fail to advise us within the 5 working days that the products have not arrived, compensation will not be available for lost goods.

Deliveries will not be made on weekends or public holidays. All orders are shipped via traceable courier. If your purchase is being couriered please provide us with a physical day time address where there will be someone present to sign for your purchase. If no one is available to sign for the package, a calling card will be left in your letterbox, or at the address supplied if possible, advising you of alternative delivery options (Please note that delivery to a P.O. Box may cause delays).

If you have selected Urban, rather than Rural, for shipping to a Rural Delivery (RD) address, your order will be placed once the payment has been received for Rural shipping, or you have provided a non-Rural Delivery (RD) address for shipping. If you are not sure whether NZ Post considers your address rural or urban, please visit

Accessories, cases, supplements, solutions and Gift cards are exempt from being returned.

Only regular priced items may be refunded; unfortunately sale items (or items worded in similar terms) cannot be refunded.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: 153-155 High Street, Lower Hutt Wellington NZ 5010.

If your contact lens prescription changes we will exchange un-opened, un-marked and un-damaged boxes of contact lenses for your new prescription provided they are returned within 60 days of the original purchase date and accompanied by a printed verification of the change in prescription signed by an Optometrist currently registered in New Zealand.

Once we receive your contact lenses for exchange and verify they are suitable for return then a re-stocking and administration fee of $10 in addition to the shipping fee for return to the manufacturer and to you is to be paid before the contact lens exchange order is placed.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and the gift giver will find out about your return.

To return your product, you should send your product to: Visique Contact Lenses, 153-155 High Street, Lower Hutt Wellington NZ 5010.

You will be responsible for paying for your own shipping costs for returning your items unless we have processed your order incorrectly or your items are defective or damaged. Shipping costs are non-refundable. We don’t guarantee that we will receive your returned item so we advise that you investigate shipping insurance for valuable items.