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Return and warranty
Return
How do I make a return? You have 14 days right of withdrawal, when purchasing from our webshop. The return procedure must begin within these 14 days.
You need to do the following:
- Inform us that you want to use your right of withdrawal, by sending an e-mail to e-com@wileyx.eu. In your e-mail you need to clearly make us aware that you wish to use your 14 days right of withdrawal.
You cannot use your right of withdrawal simply by denying to receive the product without giving us notice thereof. - Carefully pack the items in a secure package, similar to the one you received it/them in. All returned items must be in the original packaging and unused condition. Remember to attach a proof of purchase, for instance your order confirmation or invoice, on which your order number appears.
- Write the WXE return address on the package
Wiley X EMEA LLC
Søndergade 8-10
7570 Vemb
Denmark - Mark the package with "RETURN" and the tracking number that is evident on your invoice.
- Hand in the return package.
- Save the return receipt you receive from the distributor until you have received your refund, as you are responsible for the return until it reaches our warehouse.
NOTE: You must cover the direct expenses in connection to returning the purchase to us. You carry the risk of the product(s) from the time of delivery of the purchase. It is not possible to pick up or deliver the product in person at the address.
- Inform us that you want to use your right of withdrawal, by sending an e-mail to e-com@wileyx.eu. In your e-mail you need to clearly make us aware that you wish to use your 14 days right of withdrawal.
When do I have to return the latest? Your order must be returned without any unnecessary delays and no later than 14 days after you have made us aware that you wish to make use of your right of withdrawal.
How do I exchange my order to a different product? Unfortunately, it is not possible to make an exchange.
You will have to return your order to us and place a new order with the new product.
Do you offer free returns? No.
You are responsible for covering all costs revolving the return.
The tracking says you have received my return, but nothing has happened? Even though the distributor has handed the parcel over to us, we still require up to 5 working days to process the item(s).
Handling returns is a manual process that requires a thorough quality inspection before we can put the item back into the store. Please be aware that for some distributions the tracking stops at the sorting hub and you are not able to track it to our warehouse.
We will send you an email as soon as the return registration is completed and the refund is initiated.
When will I be refunded for my return? You can expect that up to 5 working days can pass, from when we have received your package, before you can see the transfer in your account.
How do I get a return label? We do not offer free return and can, therefore, not send you a return label.
I have received a WX product as a gift, how do I return it? If you have received a Wiley X product as a gift, you will have to go through the same return procedure, as a regular purchase, wherefore you might need to get in contact with the one who has given you the gift for proof of purchase.
Note that we do not offer an extended return for products given as gift. The 14 days right of withdrawal also applies to products given as gifts.
The refund will be payed to the account from which the payment originated from.
What does the right of withdrawal mean? Right of withdrawal: Under EU laws, you are entitled to a cancellation period of 14 days (right to withdraw) when shopping online from the day you received your order.
Warranty
Warranty Policy WX Eyewear Warranty
All non-prescription eyewear from Wiley X EMEA LLC is warranted for life against manufacturing defects in materials and workmanship, except photochromic lenses, which have a tint adjustment life of 18 months, if stored correctly.
Proof of purchase is always required in warranty cases.
The lifetime warranty does not apply to normal wear, including but not limited to scratched lenses, accidental damage, misuse, and other issues determined by Wiley X EMEA LLC, not to be a manufacturing defect.
Upon receiving the returned eyewear to Wiley X EMEA LLC, which is covered by the warranty and pre-approved by Wiley X EMEA LLC, Wiley X EMEA LLC will decide whether the item will be repaired or replaced. If Wiley X EMEA LLC assesses that the item cannot be covered by the warranty, a repair service of the item will be offered, at the customer’s cost.
In case Wiley X EMEA LLC assesses that an item is not covered by the normal warranty terms, the customer will be contacted directly by e-mail with recommended repair options and the costs to these, after which the customer can decide whether they wish for their item to be repaired, discarded, or sent back to them.
Always send warranty items using a trackable shipment method, track and trace, as Wiley X EMEA LLC is not responsible for any lost packages.
Exception:
Photochromic lenses have a life expectancy of 18 months, wherefore the warranty covers this period for any material or manufacturing defects. In case you experience that the change or degree of change in color is too low, the molecules in the photochromic lenses can be reactivated by putting the product in the freeze for approx. 6 hours. This method can enhance the lifespan of the color change function. However, there is no guaranty.WX Prescription Lens Warranty
Warranty cases on Wiley X EMEA LLC sunglasses and safety eyewear with prescription lenses must be handled through the local dealer or optician from which the customer originally purchased the item.
Proof of purchase is always required.
Wiley X EMEA LLC offers a 2-year warranty on prescription lenses. However, this period is void if the prescription was originally handled by a “non-authorized” Wiley X EMEA LLC optician.
Wiley X prescription products, which is sent to Wiley X EMEA LLC without prior approval from Wiley X EMEA LLC will be rejected and/or sent back at the receiver’s cost. In case of questions or additional help regarding prescription lens products, please contact Wiley X EMEA LLC directly.
Note:
The 2-year warranty on prescription lenses is waved if the prescription lenses has been made by a non-authorized Wiley X optician or has been made with prescription lenses that is not delivered by/through Wiley X EMEA LLC.WX Glove Warranty
Wiley X EMEA LLC offers a 2-eyar warranty on gloves. The warranty does not apply to normal wear, neglect, accidents, or other issues determined by Wiley X EMEA LLC, not to be a manufacturing defect.
Proof of purchase is always required.
Upon receiving the returned gloves to Wiley X EMEA LLC, which is covered by the warranty and pre-approved by Wiley X EMEA LLC, Wiley X EMEA LLC will decide whether the item will be repaired or replaced.
Returned gloves, which is not covered by the warranty, will be returned or destroyed according to the customer’s wishes.
Always send warranty items using a trackable shipment method, track and trace, as Wiley X EMEA LLC is not responsible for any lost packages or shipments.
How do I submit a warranty claim? To start a warranty claim, which can only be done on our website*, please fill out our warranty claim form. Before filing a warranty claim, please read our warranty policy listed above to make sure that your claim is covered.
To help make the warranty process go smoothly, you will need the following information.- Product name and model
- Product SKU (This number will identify the specific style of a model. You can find the SKU number on the product page under details.)
- Valid proof of purchase
- Pictures that clearly shows the problem with your product and identifies your warranty claim.
If our warranty department approves your warranty claim, spare parts, or an exchanged product (depending on the result of your claim) will be sent directly to you after we have been in contact with you either by e-mail or phone. In the event, we cannot approve your warranty claim, we will present you with a good, alternative solution.
If you have any further questions or are in the need of further information, please contact our warranty department by e-mail at: warranty@wileyx.eu
Download the Warranty Form below, fill it out, and sent it to us via e-mail and send it to: warranty@wileyx.eu. The e-mail must contain: Product name and model, product SKU, valid proof of purchase and pictures that clearly show the issue.
*Note if you have purchased your Wiley X product through a Wiley X dealer or optician, you warranty claim MUST go through the dealer/optician from which you bought your product.
What is a SKU number? The SKU number is the unique identifier given to each product. It represents the specific model and colorcombination. We use this number to identify each product from oneanother, and it is an important number in any warranty claim to help ease the warranty process.
You can find your products SKU number on the product page of the given product, on the right side under Details.
I bought my Wiley X product from a dealer / optician, are they covered by your warranty? If you purchased your Wiley X product at a Wiley X dealer or optician, you will need to address your warranty case to the store from which you purchased the product. Our warranty also covers products purchased through a dealer / optician, but all claims MUST be handled through the dealer / optician from which you originally purchased your WX product.
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