We Want You to Shop with Confidence

At Suppleyes, we want you to be completely satisfied with every order you receive. We understand that occasionally things don't go quite as planned, and we're committed to making the returns process as simple and straightforward as possible.

Changed Your Mind?

No problem.

If you've changed your mind about a product, you may return it within 14 days of delivery, provided that:

• The item is unused, unopened, and in its original packaging.
• You can provide your order number, invoice number, or proof of purchase
• It's part of our "Stocked Item" range and had not been specially ordered in from our "Order In Item" range.   Exceptions may apply if ordered in large quantities, so please check with us before ordering.

Change of Mind Returns

A restocking fee applies to all change-of-mind returns to help cover the costs associated with processing and handling returned goods.

Restocking Fee: The greater of $10.00 or 15% of the product's sale price.

Please note:

• Return freight costs are the responsibility of the customer.
• Original delivery charges are non-refundable.
• Items must be returned in saleable condition.

Received the Wrong or a Faulty Item?

We're sorry to hear that.

If your order arrives incorrect, faulty, or not as described, please contact our team within 3 days of receiving your delivery.

To help us resolve the issue quickly, please complete ourProduct Dispute Resolution Form and provide 

• Your order number
• A detailed description of the issue
• Photographs showing the fault or incorrect item (where applicable)

Once reviewed, we'll work with you to arrange a suitable resolution, which may include a replacement, credit, repair, or refund.

Damaged Items in Transit

While we take every care to ensure your order is packed securely, occasionally products may be damaged during transit.

If your delivery arrives with visible damage, please accept the delivery wherever possible. Refusing the delivery can sometimes delay the claims process and prevent us from properly assessing the extent of the damage.

After receiving the goods, please contact our team within 2 days of receiving your delivery and complete our Product Dispute Resolution Form and provide:

• Your order number
• A detailed description of the damage
• Clear photographs of the damaged item(s)
• Photographs of the outer packaging and shipping labels where possible

Once submitted, our team will review the information and contact you to discuss a suitable resolution.

Possible Resolutions

The outcome will depend on the nature and extent of the damage and may include:

• Replacement of the damaged item
• Partial credit
• Full credit
• Refund
• Another mutually agreed solution

To ensure a prompt resolution, please report transit damage within 5 days of delivery.

Items We Cannot Accept for Return

For health, safety, and supplier compliance reasons, we cannot accept returns on:

• Cleaning chemicals or liquids
• Personal Protective Equipment (PPE), including gloves, masks, and aprons
• First aid products
• Sanitary or hygiene products
• Custom-made products
• Special-order or non-stocked items purchased specifically for a customer

How to Return an Item

Step 1 - Contact Us

Email us at info@suppleyes.com.au with your order details and the reason for your return request.

Step 2 - Receive Authorisation

Our team will review your request and provide a Return Authorisation Number (RA Number) along with return instructions if approved.

Step 3 - Return the Goods

Pack the goods securely and return them using a trackable freight service.

Please note that returns sent without prior approval may not be accepted.

Refunds

Once your returned goods have been received and inspected, we'll notify you of the outcome.

Approved refunds will be processed using your original payment method.

Please allow up to 10 business days for the refund to be processed and appear in your account.

Need Help?

Our friendly team is always happy to assist with returns, damaged goods, or product enquiries.

📧 Email:info@suppleyes.com.au

📞 Phone: (07) 5594 9452

We're here to help and will work with you to find the best solution as quickly as possible.