Refund Policy & Warranties

Refund Policy

Our Returns and Refund policy lasts 30 days from the date of purchase. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and shipping box.

Non-returnable items:
Gift cards
Downloadable software products

To complete your return, we require a receipt or proof of purchase and/ or your Shopify order number so we can find your order in our systems.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Books and Frames with obvious signs of use. CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customercare@epokhe.co

Discounted Sale items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges 
We do not offer exchanges, the best process is to utilise our instant refunds to buy the pair you are after. We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customercare@epokhe.co and follow the steps provided by our team

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: 2/10 Brigantine St, Byron Bay New South Wales AU 2481

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

24-Month Manufacturers Warranty

WHAT IS COVERED?

Our products are supplied with a warranty on any manufacturing defects for 24 months from the date of purchase from a partner retailer or our online store. 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 40 degrees celsius (such as a hot car dashboard). Any damage caused through such situations will not be covered under this warranty. 

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 Shopify 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 customercare@epokhe.co 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. 

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 full 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.

AUSTRALIAN CONSUMER LAW

Our Customer Service Team can be contacted by emailing customercare@epokhe.co. 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.