Refund policy

Returns and refunds

We want your LOW FREQUENCY frames to feel right. This policy applies to purchases from our online store.

30-day change-of-mind returns

Request a return within 30 days of receiving your order using our contact form. Include your order number and the items you wish to return. For change-of-mind returns, frames must be unworn, unused and in their original condition, with the case, accessories and original packaging. Please wait for return instructions before posting your items.

You pay return postage for change-of-mind returns. Original delivery charges are not refundable for change-of-mind returns. We do not charge a restocking fee. We recommend tracked postage and keeping your receipt.

Refunds and exchanges

After receiving and inspecting an eligible change-of-mind return, we will process your refund to the original payment method within five business days. Your payment provider may take additional time to display the refund. Exchanges depend on stock availability; contact us to discuss the available options.

Faulty, damaged or incorrect items

If an item arrives damaged, is faulty or differs from your order, contact us with your order number and a description of the issue. Photos can help us assess the problem. We will arrange an appropriate remedy and cover reasonable return postage where the item is confirmed to be faulty or incorrectly supplied.

Your Australian Consumer Law rights

Australian Consumer Law gives you consumer guarantees that this policy cannot remove. For a major product failure, you may choose a refund or replacement and claim compensation for reasonably foreseeable loss or damage. For a minor failure, we may provide a repair; if a remedy cannot be provided within a reasonable time, further refund or replacement rights may apply.

The 30-day period and original-condition and packaging requirements apply only to voluntary change-of-mind returns. They do not limit your rights for faulty goods or other remedies under Australian Consumer Law. Proof of purchase may be required, but original packaging is not required to exercise those rights.

How to contact us

Submit your request through our contact form. We will provide the appropriate return address and instructions. Please do not send returns to an address without first contacting us.