Conditions of warranty applicable worldwide, OSCAR & FRANK offer a standard warranty of 12 months on all brand products purchased from its online store.
Products purchased from other unauthorised channels such as eBay, Amazon, etc. are not considered valid for the purposes of negotiation with the brand aimed at resolving any problems that have arisen; these need to be discussed and settled directly with the vendors from whom you purchased the product.
Signs of wear and tear, such as scratches on lenses, will not be considered as product defects, but as events generated by normal use and therefore not covered by warranty.
The guarantee does not apply if you wish to return a product which is not intact; it does not cover damage caused by salt or chlorinated water or accidents such as collision, crushing, dropping, or breaking of the glasses etc. or by improper use or misuse of the eyewear, due to alterations, repairs and handling not authorised by the brand.
PRODUCT WITH A VAILD WARRANTY
If the complaint is communicated to OSCAR & FRANK by email at: firstname.lastname@example.org within 12 months of purchase, and the damage is recognised by OSCAR & FRANK as a defect in materials and/or production, the glasses will be replaced free of charge by a new pair. If the model in question is no longer available or out of production, the customer will offered the opportunity to choose a model of equal value. The client should communicate his decision within 10 working days from the last communication sent by the brand regarding the legitimacy of his request. If the complaint is communicated to OSCAR & FRANK by email at: email@example.com within 12 months of purchase, but is not recognised by the brand as a defect in materials and/or production, the customer will be contacted directly by customer services at OSCAR & FRANK.
PRODUCT WITH AN EXPIRED WARRANTY
If the complaint is communicated to OSCAR & FRANK by email at: firstname.lastname@example.org after the warranty has expired (i.e. after 12 months from time of purchase), the customer will be contacted directly by customer services at OSCAR & FRANK.
HOW TO APPLYThe policy of returns and refunds by OSCAR & FRANK under the terms of guarantee includes an obligation to provide proof of purchase of the item from the brand's online store and simultaneously to send one or more photos showing the alleged defect, to the following email address:email@example.com. >All emails received at:firstname.lastname@example.org will be subject to inspection and approval by OSCAR & FRANK, before proceeding with any type of action with regard to the specific matter. After a preliminary appraisal of the problem, and only where OSCAR & FRANK deems it appropriate, the customer will then be asked to proceed with dispatch of the eyewear, using the delivery service provided by the brand. To ensure that the product does not suffer additional or ulterior damage in transit, the customer will be asked to pack the glasses in a protective box no larger than 200 x 160 x 100 mm. If these instructions are not rigorously followed, OSCAR & FRANK reserves to right to rely solely on the pictures sent by the client, and will not be responsible for any further damage caused to the goods in transit.