Terms, Conditions & Warranty

Leadtime of order

Prescription glasses and sunglasses: product will be shipped out in 4-6 weeks upon receipt of valid order
Non-prescription glasses and sunglasses: product will be shipped out in 2-5 working days upon receipt of valid order

Exchange Policy

In general, we do not accept exchange of product, except there is manufacturer’s defect or the model of product received is not matched with the order.
Application of Exchange due to quality defects should be made within 7 days upon receipt of the goods.
Product returned must be presented with undamaged, original packing, and all other elements originally included in the set.
We reserve the right to refuse exchange if the product is used; and it’s our own discretion to decide whether a product can be exchanged.
The same model of product as per the order will be arranged for exchange, provided that while the stock last.
If no stock available, customer can choose another model with the same price or higher price (customer has to compensate the price difference), and we do not process refund of money.

Circumstances that we do not accept the application of exchange of product:
– the date of exchange application is exceed 7 days upon receipt
– the product itself is damaged due to misuse and accident; or due to day-to-day wear & tear
– incorrect prescription data provided; or the natural change of personal prescription
– reasonable deviation of color of the product between the actual product and the picture on the website
– personal preference changed among the product size, design or color
– due to the different ways of measuring the size of product
– other unreasonable return application

Amendment or cancellation of order is not accepted once order is confirmed & payment is processed, and the order status is showing ”processing” (since the product is being processed, or in transportation stage) or ”completed” (since the transaction is completed).

Amendment or cancellation of order is not accepted once order is confirmed & payment is processed, and the order status is showing ”processing” (since the product is being processed, or in transportation stage) or ”completed” (since the transaction is completed). If it’s necessary to have the order be cancelled for some reasons, customer still can cancel the order within 24 hours but surcharge 5% of the total amount of the transaction to be applied.

WARRANTY

 

GUNNAR Exclusive 12-month Warranty Policy (Sunglasses/Optical Glasses)

GUNNAR stands by the exceptional quality provided by the world’s best brands. GUNNAR ships its eyewear internationally to almost all worldwide countries through our advanced regional logistics centers. With some of the brands that we sell, the manufactures’ warranty will be available worldwide however for other brands the official warranty may not be available in your country due to territorial limitations and/or brand policies. To cover all scenarios we offer our own exclusive 12-month warranty against all manufacturers’ defects without exception. Customer satisfaction is our top priority, and our after sales service is committed to this. Usually we are able to efficiently resolve defect issues by offering replacements or replacement parts free of charge. Note that damage to frames or lenses caused by general day to day wear and tear or accidental damage is not covered by this guarantee.

Manufacturers’ defects means flaws or defects arising from the manufacturing process and non-conformance to the manufacturer’s standards set for the particular product. In the context of eyewear this usually refers to defective hinges, welding points, discoloring etc. Please note that manufacturer’s defects DO NOT include design defects which are attributable to the product design rather than the manufacturing process. Manufacturer’s defects also DO NOT include damage or harm arising from product misuse or accident or your own usage of the product.

REPAIRS

 

Warranty Repairs

Warranty Repairs are applied only on products with manufacturer’s defects found within 12 months from the date of Purchase. For all non-Rx Warranty repairs, please complete the repair form below. Customer is responsible for shipping costs. For a RX repair, please contact your optician who processed your order. If your RX pair was purchased through our website, please contact support@gunnars.com.my . GUNNAR is not responsible for RX repairs mistakenly sent to GUNNAR corporate rather than issued through the prescribing optician.

Warranty Repairs apply to manufacturing defects only. Please contact Warranty Repairs apply to manufacturing defects only. Please contact support@gunnars.com.my if you are unsure if the repair in question is warranty or non-warranty.

Non-RX warranty

For all non-Warranty repairs, (if you have a non-manufacturer’s defect, e.g. your dog accidentally chewed them up) we’ll happily repair them at customer’s cost. Please complete the repair form below. Upon receiving your request with completed REPAIR FORM with adequate information (e.g. clear photos showing the parts to be repaired and Proof of Purchase), we will reply to you within 3 working days for the Cost of Repair. Customer is requested to send us the original eyewear for repair when the Cost of Repair is agreed. We will repair your original eyewear provided that the agreed Cost of Repair has been settled. Customer is responsible for shipping costs.

GUNNAR - Repair

Please fill out and submit. You will receive a confirmation email with directions.

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RX warranty

For a RX repair, please contact your optician who processed your order. If your RX pair was purchased through our website, please contact support@gunnars.com.my. GUNNAR is not responsible for Rx repairs mistakenly sent to GUNNAR corporate rather than issued through the prescribing optician.

Warranty Claim Submission

Email support@gunnars.com.my. Please have WMA# available for GUNNAR Support Representative they will provide instructions on where to send your warranty-covered eyewear. If you do not have your Warranty number, GUNNAR Support can provide a WMA#.

The registration is valid only from purchases via gunnars.com.my