RETURN POLICY
We’ll happily refund your purchase if you’re not absolutely satisfied within 30 days. Must be in original condition with the original case and tags in which they were sent. Anything received after 30 days or not in original condition will not be accepted.
Returns are available for full-priced Sunnies, Prescription, Blue Light Glasses. Gift Cards are non-refundable. All sale or promotional items are final sale and not eligible for a refund or merchandise credit. Refunds for Afterpay purchases cannot be processed in-store and require following the return procedure outlined below. If you have purchased any glasses during our recent BOGO promotion, you will need to return both the eligible (paid for) pair and the promotional (free) pair in order to receive a refund.
HOLIDAY RETURN WINDOW Eligible items purchased November 18, 2024, through December 15, 2024, may be returned or exchanged on or before January 15, 2025.
RETURN & EXCHANGE PROCEDURE
- Visit our returns portal (https://quayus.loopreturns.com/#/) and sign in with your order number & billing zip code or email to create a return or exchange.
- Select which products you'd like to return or exchange then follow the instructions to print the return slip and shipping label. Exchanges are only available for items of equal value within the same category.
- Package your return in the Quay Australia box, if available, along with the invoice and printed return slip. Otherwise, pack your return in a well-padded box to prevent damage in transit. Quay glasses must arrive in good condition, with tags and case. Your refund will be issued to the original form of payment.
Please note all sale items are final sale and not eligible for a refund or merchandise credit. If you have purchased any glasses during our recent BOGO promotion, you will need to return both the eligible (paid for) pair and the promotional (free) pair in order to receive a refund. If only one item is returned from this promotion, as per the terms of the offer we will only be able to provide a merchandise credit for the promotional savings (50% of the returned pair).
Please expect 14 business days for your order to be processed once we receive it. During peak season, allow extra processing time due to higher than normal volumes. You’ll receive an email confirmation when your return is completed. Please note: Depending on your issuing bank, your credit may not show until your next billing cycle. Any order discrepancies or damaged items received must be reported within 5 days of delivery. Include your order number, a brief description of the issue & a picture of the sunnies. Send to customercare@quay.com
We're NOT responsible for items delivered to an incorrect address supplied by the sender. Please check your shipping info twice.
WARRANTY FRAMES
LIMITED WARRANTY FOR THE UNITED STATES – SUNNIES, PRESCRIPTION GLASSES, AND BLUE LIGHT GLASSES
What Does this Limited Warranty Cover?
Subject to the requirements, limitations, disclaimers and exclusions set forth in this Limited Warranty, Quay warrants that the products set forth below against manufacturing defects for one year from the date of purchase as indicated on the purchase, receipt, or invoice, on sunnies, prescription, and blue light glasses.
Quay will offer a repair or replacement (at Quay’s option and where possible) for genuine Quay products covered by this limited warranty during the applicable warranty periods described above.
What Does this Limited Warranty Not Cover?
Glasses (Sunnies and Prescription)
This Limited Warranty does not cover claims or damage caused by the following:
- Scratches (see below);
- Accidental damage or misuse, as determined in Quay’s discretion;
- Fading or peeling of frames;
- Loss of screws due to neglect; and
- Normal wear and tear.
Because Quay cannot control the quality of products sold by unauthorized sellers, this warranty applies only to Products that were purchased from Quay or a Quay authorized seller in the United States, unless otherwise prohibited by law. Quay reserves the right to reject warranty claims for Products purchased from unauthorized sellers, including unauthorized Internet sites/marketplace storefronts. Warranty service for scratches on prescription glasses only: Provided you contact Customer Service within 30 days of receipt of your glasses, Quay will provide a replacement for prescription lenses that are scratched upon receipt from Quay, in accordance with the procedure below.
How Can You Get Service?
For manufacturing and material defects, contact Quay Customer Service via email at customercare@quay.com. If you chose to email us, please include “Warranty” followed by your Order Number (if applicable) in the subject line. In the email, please provide a description of the issue and a picture of the product, including the damage or defect, a copy of your receipt or other proof of purchase.
You may also mail this information to us at your cost. The business address for warranty claims is: Quay Eyeware, Inc., 465 California, Suite 1250, San Francisco, CA 94104.
Quay Customer Service will review the request and decide whether this Limited Warranty applies. Quay may ask you to provide further information or photographs to assist us with processing your warranty claim or to send the product to Quay. If your product is covered by this Limited Warranty, Quay will provide a replacement product less any applicable costs. If Quay determines it is not covered, we will notify you by email. You are solely responsible for any expenses of claiming the Limited Warranty (if any), unless agreed in writing by Quay at its sole discretion.
In the event we no longer carry the original style of glasses in stock, we will replace your glasses with an equivalent frame.
To the extent permitted by law, this warranty is exclusive and in lieu of any other warranty, written or oral, including but not limited to any express warranty of merchantability or fitness for a particular purpose. The duration of any implied warranties, including any implied warranty of merchantability or fitness for a particular purpose, are limited in duration to the duration of this limited warranty. Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you. Your exclusive remedy for breach of this warranty, of any implied warranty, of any other obligation arising by operation of law, or otherwise, shall be limited as specified herein to repair or replacement, at our sole option. Responsibility for incidental or consequential damages is expressly excluded. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.
This warranty gives you specific legal rights, and you may have other rights that vary from state to state.
Questions?
Contact customercare@quay.com for more information.
This Limited Warranty is given by:
Quay Eyeware, Inc.
Phone: 877.505.7829
Email: customercare@quay.com
Updated: August 30, 2024
SALE ITEMS
All sale items are final and are not subject to our refund policy.
