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Optical Our Policies

Our Policies

  • Happy members that stay
  • Big Benefits
  • Not for Profit
  • Covered Australia-wide

Dispute resolution

Despite our best intentions, you may have a concern or complaint regarding an experience at Health Partners Optical.

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Our guarantee

We carefully select our frames to ensure quality workmanship. All of our frames come with a 12 month manufacturer’s guarantee. If you’re unhappy with your purchase, please chat to our friendly team at one of our stores.

Changed your mind?

If you’re not happy with your purchase Health Partners Optical will refund or exchange your non-prescription frames or sunnies within 14 days of purchase, provided they’re unworn and undamaged.

Prescription lenses

It can take time to adjust to prescription lenses so if you experience any issues please contact us. It might be as simple as adjusting the fitting which we can do on-the-spot.

If your lenses need to be changed we can do this at no extra cost within 30 days of purchase.

Our appointment policy

Sometimes things happen, we understand. If you miss an appointment, or have to cancel at late notice (less than 24 hours) we’ll try to reschedule your appointment for you.

If you miss a second or subsequent appointment in any six-month period, a fee will be applied for the missed appointment. This will need to be paid before any future treatment at one our stores


When we provide a service to you we’re required to record certain personal information. Any details you provide us will be kept confidential in accordance with the Australian Privacy Principles set out in the Commonwealth Privacy Act 1988.

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*Independently conducted research by New Focus Research, November 2016.