RETURN POLICY

We’ll happily refund your purchase if you’re not absolutely satisfied within 30 days. They 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.

RETURN & EXCHANGE PROCEDURE

1. 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. 

2. 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.

3. 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

For manufacturing defects, replacements are available within 12 months of purchase. The warranty does not cover scratches, accidental damage caused by general use, fading or peeling of frames, or the loss of screws due to neglect. Mirror lenses are highly vulnerable to scratches and nicks caused by everyday wear and tear. Natural wear and tear on mirror lens sunglasses do not make them eligible for exchanges.
Contact customercare@quay.com for more information.

SALE ITEMS

All sale items are final and are not subject to our refund policy.