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. Unfortunately, damage, fault or wear and tear to product packaging, including the protective case, is not covered under this warranty. However, where a product is replaced due to manufacturing fault, new packaging will be issued as part of the warranty claim.

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 customerservice@valleyeyewear.com 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 damage to the product cannot be verified due to the product being altered or attempted to be fixed (including the use of glues, non-approved parts or other);
• 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 customerservice@valleyeyewear.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.

All online orders are shipped in protective packaging and delivered with a trusted shipping provider. We endeavour to process, pack and ship your orders as fast as possible, however, sometimes delays cannot be avoided. For further information, please read and understand the details of our Shipping Policy below.

Payment delays

Before orders can be processed and packed for delivery, payment must be received. In extremely rare cases, order payment can be delayed due to bank or credit union processing complications or technical difficulties. In these very rare cases where payment has not cleared, a member of our Customer Service Team will contact you to organise a solution. If you placed an order and have not received a confirmation email, please reach out to our Customer Service Team to check if your order was successfully placed. Unfortunately, your order will not be processed until payment has been received.

Processing your order

For orders containing products without Prescription Lenses

We aim to process and pack these orders within 24 business hours of receiving confirmation of successful payment. All orders placed on weekends or Public Holidays will be processed and packed the following business day.

During sale periods (particularly Black Friday/Cyber Monday and Christmas/New Years holiday season) there may be delays to the processing time of all orders. We do take measures to make this impact as little as possible however, sometimes delays are unavoidable. If you require any of our products before a special event or date, please reach out to our customer service team before ordering to ensure your product will arrive in time.

Once your order has been processed and packed it will be ready for shipping via the appropriate courier service, and you will receive a tracking link for your order. Please allow up to 72 hours for tracking information to become available on the tracking link provided for your order. Delivery time will vary based on location. Please see our estimates below for approximate delivery transit times to your area.

For orders containing any product with Prescription Lenses

All products with Prescription Lenses (including Classic Prescription, Polarised Prescription, Prescription Blue Blocker and Prescription Light Responsive) are custom-made products with lenses fitted in our Precision Optical Lab. This process typically takes 14 business days after receiving confirmation of successful payment however can take up to 21 business days for certain optical prescriptions. Once your lenses have been fitted, your order will be checked and packed.

During sale periods (particularly Black Friday/Cyber Monday and Christmas/New Years holiday season) there may be delays to the processing and lens fitting time of orders. We do take measures to make this impact as little as possible however, sometimes delays are unavoidable. If you require any of our products before a special event or date, please reach out to our customer service team before ordering to ensure your product will arrive in time.

Once your order has been processed and packed it will be ready for shipping via the appropriate courier service, and you will receive a tracking link for your order. Please allow up to 72 hours for tracking information to become available on the tracking link provided for your order. Delivery time will vary based on location. Please see our estimates below for approximate delivery transit times to your area.

Delivery

All orders are shipped via courier service and the shipping supplier used for your order will vary based on your delivery address.

For all countries outside of the USA, a signature will be required upon delivery so we recommend providing a daytime delivery address where someone will be available between 9am-5pm. Unfortunately, due to contactless delivery regulations by USPS, a signature on delivery is not possible or required for delivery to customers in the USA.

Delivery times vary based on your location. For an estimate of delivery transit times to your region, please see the table below. Please note that if a parcel is chosen for routine customs inspection, delays of up to 3 weeks can be expected. This is a very rare occurrence and is not within our control.

Please note: Delays in delivery can be caused by a number of unavoidable reasons including customs delays, incorrect delivery address information and other unforeseeable reasons. Please note that the above times are estimates only and we will not be held liable for any loss or damage suffered through any reasonable or unavoidable delay in delivery.

Tracking your order

USA Deliveries

All shipments are completely trackable online. You will receive two tracking numbers, depending on the location of your shipment. Please allow up to 72 hours for tracking information to become available on the tracking link provided for your order. The first tracking number (DHL tracking number that begins with 'AU') will track your order until it leaves the shores of Australia. You will then receive another tracking number (USPS tracking number that is 22 digits long), which you will be able to use to track your order until it arrives at your address. Links to these companies have been provided below (please note that you will require a tracking number to track your order on the links belows).

Please note: Due to contactless delivery regulations by USPS, a signature on delivery is not possible or required for delivery to customers in the USA.

All other countries

All shipments are completely trackable online. You will receive an email notification with a tracking number and a link to track your parcel with the appropriate courier company once your order has been processed and packed. Please allow up to 72 hours for tracking information to become available on the tracking link provided for your order. A link to the courier company has been provided below (please note that you will require a tracking number to track your order on the link below).

Customs duties & taxes

The responsibility of payment for any applicable custom duties, foreign taxes or other fees which may be imposed rest with the customer. Unfortunately, we cannot be held liable to pay any duties or taxes which may be imposed by customs in the country where the order is being delivered. Please be aware that if you refuse to pay any applicable customs duties and taxes for your shipment, the product will be returned to our warehouse and the cost of return shipping will be deducted from your refund.

We encourage you to contact your local customs office for more information regarding the potential taxes and duties payable in your region prior to ordering. Please contact our Customer Service Team if you have any questions prior to ordering.

Insurance

Unfortunately, our shipping options do not provide insurance. If you wish to add insurance for your order please contact our Customer Service Team before, or as soon as you have placed your order. Please be aware that if your order has already been picked up for delivery, insurance will not be able to be added.

We take great pride in the quality of our products and the customer service we provide. If you are dissatisfied with your purchase or you would like a refund on a faulty item(s) please ensure you have read and understood our online Return Policy, Refund Policy and Returns Process below.

RETURNS POLICY

We are happy to offer customers store credit (in the form of a gift voucher) to the value of the returned item(s), on change-of-mind purchases, up to a maximum of two (2) times per order, if the returned item(s) was not on sale or discounted at the time of purchase, and is received:

• Within 21 business days of ordering (the date your order was placed);
• In the original purchase condition- unworn, unused, unwashed and undamaged;
• With all tags, stickers and protective packaging attached and intact;
• In the original, undamaged product packaging, such as sunglass bag and box;
• With a copy of the original purchase receipt (detailing the order number, customer name, address and date of order).

Please note: If we receive your return and it does not meet the above criteria, we will be unable to issue you store credit. In this case, the product will be returned to you (at your expense). Payment for return shipping will need to be made before the item leaves our warehouse.

Customers purchasing any optical product with custom prescription lens please be aware: Unless deemed faulty through manufacturing fault, we are unable to provide a refund or store-credit as these are personalised, custom made-to-order products.

Please make your purchase carefully as we do not provide refunds, or cover the cost of return shipping unless an item is deemed faulty. 

Items bought on sale or discounted will not be accepted for return unless the product is deemed faulty.

Unfortunately, we do not offer free returns and are unable to provide a product exchange at this time.

View our Returns Process below.

REFUND POLICY

All products are individually quality checked before leaving our warehouse, shipped in protective packaging and delivered with a trusted shipping provider. On the rare occasion an item is deemed faulty due to manufacturing fault or defect, we are happy to provide a refund of the total purchase amount, or where possible provide a replacement product as set out in our One Year Manufacturer's Warranty.

Products deemed faulty are considered to have material or manufacturing flaws only that:

• would have stopped you from buying it, if you had known about the fault (a fault being a flaw in the manufacturing);
• are unsafe or create an unsafe situation (i.e parts of the product are broken or sharp and could cause physical harm);
• are significantly different from the images or description presented.

A refund will not be issued for any or all of the following reasons:

• If you changed your mind;
• The product does not fit how you expected it would;
• If you accidentally ordered the wrong product;
• If you decided you did not like the product;
• If you found the item cheaper somewhere else;
• If you have no use for the product.

Provided the item(s) are deemed faulty upon return, we will also refund you for the shipping cost incurred to return the product for review. To ensure that this cost is included in your refund amount, please ensure an official copy of the return shipping receipt is included in the return package. Unfortunately, if this document is not provided at the time of return, we will be unable to process this cost as part of your refund.

If an item is returned and not deemed faulty by our team, you will not be refunded and any costs that were incurred to return the product(s) for review will not be refunded.

Please be aware that refunds can only be made to the payment method or credit card used for the original purchase.

RETURNS PROCESS

RETURN FOR CHANGE-OF-MIND

If you would like to return your product due to a change-of-mind please ensure you have read and understood our Returns Policy above. Then email our Customer Service Team at customerservice@valleyeyewear.com with details of why you would like to return the product and whether you would like to be issued with store credit (in the form of a gift card) or a different product. Please be aware that the cost and responsibility of returning the goods to our warehouse in adequate condition is your responsibility. Do not return the product without first contacting our Customer Service Team. Our postal facility is located at 6 Nuban Street Currumbin, QLD, Australia, 4223. We cannot guarantee any refund or return credit if this process is not followed.

RETURNS FOR FAULTY PRODUCTS UNDER WARRANTY

In the unfortunate circumstance you believe your product to have a manufacturing fault, please consult our One Year Manufacturer's Warranty for details on what is covered and how to lodge a claim. Do not return the product without first contacting our Customer Service Team. We cannot process any claims if this process is not followed.