Information About Denied Warranty ClaimsUpdated 6 months ago

Why was my warranty claim denied?

There are a number of reasons why your warranty claim may have been denied.

Incomplete Warranty Claim Submission

We cannot complete or approve a warranty claim without all of the required submission criteria. Your warranty claim verdict may be postponed until we receive all of the necessary components to assess your claim properly. 

Warranty Rejection Criteria

In most cases, your claim may have been denied due to meeting one or more criteria for denial. The factors around your claim denial may include, but not be limited to: 

• Lost Items (No Exceptions).
• Stolen items.
• Oxidization, Discolouring and Tarnishing over time.
• Damage caused via interaction or exposure to extreme conditions such as temperatures and chemicals.
• Wear and tear from customer use.
• The natural breakdown of colours and materials over extended time and use, including rips, tears, holes, burns, pilling, and shrinking.
• Failure or damage caused by improper use or carelessness.
• Failure or damage caused by improper storage or maintenance.
• Failure or damage caused by repair or modification. This includes cleaning solutions that will tarnish the silver and remove the patina. These silver solutions are generally acidic.
• Alteration or damage caused by a third party.
• Any alterations of eyewear products including but not limited to replacing existing lenses with prescription lenses.
• Change of item ownership from one party to another through resale
• Item purchased from an unauthorized retailer.
• Sample sale items cannot be approved for a warranty replacement under any circumstances.

You can find more information regarding warranty eligibility and denial reasons in our warranty coverage article. Please address the article for clarification if you have not done so already.

Can my claim be appealed if it was denied?

Please understand that if your warranty claim has been denied, your claim cannot be appealed.