WHAT IS COVERED?
Our products are supplied with a warranty on any manufacturing defects for 12 months from the date of purchase from an authorized retailer. All warranty claims must be accompanied by an original proof of purchase, as the purchase date, product details and purchase location must be verified.
While we can’t cover for scratches or accidental damage, all manufacturing faults are covered. Shattered, fractured, or scratched lenses are not covered. Damage not associated with normal wear, such as pressure breaks, excessive heat, intentional bending, abuse or general misuse is also not covered.
Although we use lock-tight screws and every care is taken to ensure screws remain tight, they may loosen with wear. We recommend regular maintenance to ensure all parts of our product remain secure. Lack of regular maintenance may result in lens or frame damage which may not be covered by this warranty.
We also recommend that your glasses are properly maintained in order to prevent any damage not covered by this warranty. To maximise the life of your product, please be sure to keep your product in its case, do not drop your product, do not subject your product to water or chemicals, and ensure your product is not left in an environment where temperatures may exceed 50 degrees celsius (such as a hot car). Any damage caused through such situations will not be covered under this warranty. To learn more about caring for your product, please consider our Product Care Recommendations.
THE CLAIM PROCESS
BEFORE YOU MAKE A CLAIM
Before lodging a claim, please ensure you have read and understood what is covered under this warranty (see above) to avoid disappointment or any unnecessary costs. Please also make yourself aware of the possible outcomes associated with lodging a claim below.
As mentioned above, all warranty claims must be accompanied by an original proof of purchase, as the purchase date, product details and purchase location must be verified.
HOW TO LODGE A CLAIM
If you purchased your product through our online store, you will need your order number (usually five numbers preceded by a hash symbol. i.e #10234) and the email address used to make your purchase. To lodge your claim, please email firstname.lastname@example.org detailing your order number, full name and any evidence relating to your claim (i.e photos and/or a description of how the issue occurred). A member of our Customer Service Team will then assess your claim and provide you with instructions on how to proceed.
If you purchased your product through one of our authorised retailers, please contact the store to proceed with your warranty return. The store will then make contact with us to arrange a claim on your behalf. As you have a legal contract with the store, you must contact the store in order to claim on faulty goods. If you are unsure of the store details, please view a list of our authorised retailers. Your proof of purchase should also list the store details.
All warranty claims must be lodged prior to the product being returned to our warehouse and must be accompanied by a valid proof of purchase in order to be processed.
WHAT HAPPENS NEXT?
Once your claim has been received, our Quality Control Team will assess your claim and inspect your product. This process involves examining your product and comparing it to our internal product tests. Once your claim has been assessed, you will be contacted about the outcome of your claim.
If your claim was lodged through an authorised retailer, a store representative will contact you about the outcome of your claim and to discuss the potential actions.
On rare occasions, your warranty claim may be approved prior to assessment. This is on a case-by-case basis and will be determined by the evidence you provide, along with the issue you are facing. Unfortunately, this is not offered to all claims and is not part of our policy. For all claims, the product must be received before a claim action will be undertaken (such as refund or replacement).
Please note that warranty claims, once receiving your item into our warehouse to outcome may take up to 5 business days to process.
IF YOUR CLAIM IS APPROVED
In the event that a defect in material or workmanship is determined as the cause of your issue, a member of our Customer Service Team will be in contact to see if you would like to have your product fixed with replacement parts (if possible), provide a complete replacement of the product (if available) or offer you a refund.
IF YOUR CLAIM IS DENIED
In the event that any damage is not due to a defect in material or workmanship, and therefore not deemed faulty, we will be in contact to see if you would like us to conduct repairs, replace the item, or alternatively arrange for return of the goods, all at your expense.
Some of the reasons your claim might be denied include (but are not limited to):
- No proof of purchase can be supplied;
- Proof of purchase is not from a current or once authorised retailer;
- The product was not purchased new;
- The damage to the product is not due to a defect in material or workmanship and therefore not deemed faulty (including exposure to high temperatures, chemicals or water);
- The purchase was made more than one year prior to the lodgement of the claim;
- The item was returned more than 14 days after the claim was submitted;
- The item was returned without a claim being submitted.
All claims will be assessed once and all decisions are final.
KNOW YOUR RIGHTS
AUSTRALIAN CONSUMER LAW
This warranty is expressed by Valley Eyewear Pty Ltd, PO Box 499, Currumbin, QLD Australia 4223. Our Customer Service Team can be contacted on +617 55 344 404 or by emailing email@example.com. The benefits given to you under this manufacturers warranty are in addition to other rights and remedies you have under the Australian Consumer Law and other laws. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Please contact the Australian Competition and Consumer Commission (ACCC) for further information.