Returns & Exchanges

We understand that you want flexibility and SPEQS® are committed to making your shopping experience a pleasant one.  

SPEQS® have a comprehensive return policy and offer a range of return & exchange options to accommodate your queries & concerns.

What is SPEQS® return policy?

Our online returns policy includes the rights you have under the Australian Consumer Law and provides you with additional benefits in addition to those rights.

SPEQS® appreciates the right of the customer to change their mind and refunds will be handled in accordance with our terms and conditions.

Unworn and unused items in their original condition may be returned upon presentation of the original invoice within 30 days of purchase under the SPEQS® 30 Day 'No Fuss' refund policy.

Refunds will be credited to your original method of payment within 7 days of us receiving the item and the refund being approved.

Please note that return shipping costs are incurred by the customer, except in the case of faulty goods.

Outside the above timeframe, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other unforeseeable loss or damage. You are also entitled to have the goods repaired or replaced if the product fails to be of acceptable quality.

SPEQS® is entitled to choose between providing you with a repair, replacement or other suitable remedies. To obtain compensation, you need to provide documentary evidence of the loss or damage suffered and documented evidence that such loss or damage was an unforeseeable consequence or a failure of SPEQS® to comply with a consumer guarantee under the Australian Consumer Law protocol.

How do I return my glasses if I’ve made a mistake or changed my mind?

SPEQS® will offer a refund (online and in-store) or credit/exchange (for purchases made in Australia) on an item if:

  • The glasses have not been worn, altered and are in resaleable condition
  • The glasses have not been damaged whilst in the customer’s possession
  • The customer has proof of purchase obtained from the SPEQS® online store
  • The original SPEQS® swing tag is attached
  • SPEQS® customers not covered by Health Insurance may be required to pay postage and handling fee of $10.

Unworn and unused items in their original condition may be returned upon presentation of the original invoice within 30 days of purchase under the SPEQS® 30 Day 'No Fuss' refund policy.

How do I return my glasses or contact lenses if the product is faulty or defective?

Goods are classified as faulty if they are received damaged or where a manufacturing fault occurs within six months of purchase. Items that are damaged as a result of normal wear and tear are not considered to be faulty.

If your item is faulty when you receive it, you can return it for a refund.

SPEQS® will offer a refund, repair, credit or exchange on any item purchased if the glasses or contact lenses are:

  • Found to have a genuine manufacturers fault
  • The glasses or contact lenses do not correspond to samples or descriptions provided to the customer
  • The glasses or contact lenses are unable to do what they are designed to do

If the original purchase was made on a credit or debit card, the refund itself must be credited to the original card used.

How do I exchange my purchase for another?

Please note that we cannot exchange prescription items. The item(s) from the original order should be first returned and a new order containing the exchanged item should be processed. Any discounts received will be carried over in an exchange.

What happens if my return purchase sent to SPEQS® is lost in the mail?

Customers absorb the risk of any lost items shipped to SPEQS® until we receive the delivery from Australia Post.

Where will my refunded payment go?

If the original purchase was made on a credit or debit card, the refund itself must be credited to the original card used.

Can sale items be returned?

General sale items fall under the SPEQS® return policy. However, during our sale clearance, products marked as final sale cannot be returned or exchanged.

Are gift cards or lay-bys available for change of mind returns?

SPEQS® gift cards and lay-bys are not eligible for change of mind returns.

SPEQS® reserves the right to refuse return of any merchandise that does not meet the above return requirements.

How flexible is SPEQS® return policy in regards to repeat returns?

We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers and continued returns will be flagged and potentially refused at our discretion or lead to the closure of your SPEQS® account.

Do SPEQS® offer an extended return period during the holidays?

In addition to our standard 30 day returns policy, we offer an extended holiday season returns policy to make gift purchasing even easier.

Orders placed from Tuesday, November 22, 2017 can be exchanged or returned for a refund until Tuesday, January 5, 2018.

We value our customers at SPEQS® and want to make sure that you are delighted with your purchase. We hope that our returns policy reflects our commitment to provide you with a pleasant shopping experience.

How do I return or exchange items purchased in store?

Present your tax invoice at the SPEQS® retail store within 30 days of purchase.

The method of payment used to make your purchase must be presented.

Orders made via money payment gateway may be refunded to the credit or debit card of your choice. Please note that the cardholder name must be identical on both the original invoice and a form of photo identification must be presented.

If any of the above cannot be provided a gift card can be issued.

If the glasses or contact lenses are being returned because you have changed your mind, make sure the item/items are in the same condition you received them in, with all tags still attached. Items cannot be worn or altered in anyway.

How do I return or exchange items purchased online?

If the glasses or contact lenses are being returned make sure the item or items are in the same condition you received them in, with all tags still attached. Items cannot be worn or altered in anyway.

Failure to comply with these requirements will cause your refund to be rejected and returned to you at your cost.

Here are some easy steps to get your return process underway.

  1. Contact the SPEQS® customer service team on 1800 669 877 to obtain your returns authorisation or fill out the online form. Ensure that you have checked all items that you will be returning.
  2. Organise your FREE return. Package your item carefully and attach the shipping label emailed to you.
  3. Drop off your return at a post box or any Australia post outlet.

Returns without an authorisation will not be accepted.

For Australian returns, the only permitted method of return is via Australia Post in accordance with these instructions. Should you ship your returns via any other method or provider, we will be unable to process your return and goods may be forfeited. Within Australia, please allow up to 8 business days’ transit time.

How do I return or exchange a purchase internationally?

At this point in time SPEQS® does not ship their products outside of Australia. If you are travelling overseas and wanting to exchange a purchased item, you will be required to advise us of the reason for the return. After contacting us, you will receive an email with instructions on how to send the order back to the SPEQS® distribution centre.

For any international return, your item must be shipped within 14 days of the delivery date and shipped via a courier that will guarantee delivery to our warehouse within the 30-day timeframe.

In the event that a faulty return shipment is requested, SPEQS® reserves the right to nominate a preferred International courier. Please note that if the item(s) is deemed not to be faulty, the cost of the return shipping will be deducted from any refunded value and or additional cost may occur.

You will be required to enter your original invoice number, and e-mail address that you used to complete the purchase. If you are unable to locate these, please contact SPEQS® Customer Care who can assist you 1800 669 877| support@speqs.com

What happens if my international return doesn’t get back to SPEQS® within 30 days?

“If goods are not received at our warehouse within this timeframe we may be unable to process your claim, and your items may be returned to you at your cost, or goods may be forfeited.”

Will SPEQS® still accept my return if it’s late?

Your purchase should be sent back to us within the 30 days of receiving your order. Returns outside of this period are accepted at the discretion of SPEQS®.  

What condition does the product have to be in returned in?

The item or items must be in the same condition that you received them in, with all tags still attached including any materials that came with the spectacles such as lens cleaner, cover, case and product box as these are considered part of the product.

How will I know if my refund has been processed?

Once your returned item has been received by our warehouse, you will be notified by email that the item(s) has been received and is to be assessed and processed.

How long will it take to receive my “change of mind” purchase refund?

If your change of mind return has been approved in accordance with the above requirements, the credit card used to process the original transaction will be used to process the refund for the full purchase price of each returned item(s) within 7 days of being received.

How long will it take to receive my “faulty goods” purchase refund?

If the item returned has been assessed by SPEQS® as faulty, is not of acceptable or merchantable quality, is not fit for a particular purpose, does not match the description of the product, or does not match the sample of the product, the shipping fee will also be waived.

If the item(s) fall the above categories, the credit card used to process the original transaction will be used to refund the full purchase price of each returned item(s) within 7 days of receiving the item(s).