Replacement Screws (Set of 2)
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 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 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 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.
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.
Customs duties & taxes
Duties and taxes INCLUDED to most European countries
Customs duties and taxes for orders being delivered to most European addresses are included in your purchase and are paid by Valley Eyewear.
Unfortunately, some countries do not allow foreign merchants to pay for import duties and taxes for orders being delivered to its residents. The countries where duties and taxes will likely be payable include Albania, Andorra , Armenia, Azerbaijan, Belarus, Bosnia-Herzegovina, Estonia, Faroe Islands, Gibraltar, Greece, Guernsey C.I., Iceland, Jersey, Macedonia, Moldova, Montenegro, Portugal, Russia, San Marino, Serbia, Slovenia & Vatican City State.
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
Order Processing Delays
Please expect slightly longer than usual order processing times due to an increased demand for our products during the recent sale period and upcoming holiday period. We will still endeavour to get your order to you as soon as possible and apologise in advance for any inconvenience this may cause.
Sale Period Delays
Please expect slightly longer than usual order processing times due to an increased demand for our products during the recent sale period. We endeavour to get your order to you as soon as possible and apologise in advance for any inconvenience this may cause.
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.
All orders are shipped via courier service and the shipping supplier used for your order will vary based on your delivery address.
A signature will be required upon delivery so we recommend providing a daytime delivery address where someone will be available between 9am-5pm.
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.
ESTIMATED DELIVERY TIME
Most countries and regions
4-8 business days from dispatch
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
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):
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.
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.
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.
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 firstname.lastname@example.org 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. 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.
All frames are manufactured from best-in-class materials and industry leading hardware
Our Queensland-based team meticulously designs and quality checks every product
A felt-lined, faux-leather protective case and a large, microfibre cleaning cloth with every pair
Anti-glare & scratch resistant
Our premium, multi-coat lens coating is included on all frames. Longer lasting lenses, longer lasting style.
With an uncompromising commitment to quality and design, each product in our prolific collection is individually crafted by hand then rigorously checked against the highest standards.
Made from only the finest metals such as titanium, and only the best vintage, one-off and painstakingly hand selected acetates, our products embody a sense of originality within a polished form. Coupled with best-in-class trims such as French nickel-plated O.B.E hinges with lock-tight screws, each pair is guaranteed to stand the test of time.