WARRANTY & RETURNS

Warranty

Two-year against manufacturing defects from the original date of purchase. Defective products will be repaired or replaced for items purchased within that time frame.


SUNGLASSES - WARRANTY INFORMATION

Please take a moment to carefully read this information so your sunglasses may serve you for many years.


Care & Handling

While your sunglasses have been designed and manufactured under the highest quality standards in the industry, it is important that they are properly cared for. If you follow these simple guidelines, your sunglasses should provide you with many years of enjoyment.

  1. Clean your lenses regularly with a clean cotton cloth using mild soap and water.
    1. Place lenses under warm running water to remove particles of dirt and dust.
    2. Dry gently with a clean cotton cloth.
  2. Never loosen or remove any of the screws.
  3. Avoid extreme conditions of heat and cold, like the dashboard of your car.
  4. Keep your sunglasses in their protective case when they are not being worn.
  5. Never lay the lenses face down on a hard surface.


REPAIR SERVICE

Repair service is offered for sunglasses damaged by accidental breakage (accidental breakage is not covered by the limited warranty) and sunglasses for which the limited warranty has expired. For a nominal fee, REM will repair or replace damaged sunglass lenses and frames. For current repair information, please call 800.423.3023 to speak with a customer service representative.


LIMITED WARRANTY

REM Eyewear provides our customers with service at the same level of excellence that we put into our products. Below we have detailed our domestic warranty policy along with the information necessary to contact us. For our International Warranty Policy, please contact your Authorized Distributor for specific details.

Domestic Warranty Policy: Sunglasses are warranted against breakage caused by defects in materials or manufacturing, at REM's discretion, for two years from date of purchase. The warranty is void without valid proof of purchase from an authorized REM sunglass dealer. The warranty excludes product altered after purchase, damage caused by normal wear and tear including scratched lenses, and damage caused by any improper or unreasonable use.

To make a warranty claim during the warranty period, securely pack your Sunglasses (RA# must be written on outside of shipping carton), along with original proof of purchase, information containing your name, return address, telephone number, a brief note describing the damage to your sunglasses and how it was caused. REM is not responsible for any loss or damage in transit, therefore we recommend that you use a shipper that will allow you to insure your sunglasses. Ship the entire package to:

REM Sunglass - Warranty Claim
10941 La Tuna Canyon Road
Sun Valley, CA 91352
Phone Inquiries: 800.423.3023
Email: warranty at remeyewear dot com

BEFORE sending any item to REM Eyewear, please contact us to obtain a Return Authorization Number (RA #) at 800.423.3023 or warranty at remeyewear dot com.

Items shipped without a Return Authorization # may be refused at time of delivery by the receiving department at REM Eyewear. Customer is responsible for all shipping costs (including any insurance and/or international Customs duties / taxes) to and from REM Eyewear.

De Rigo REM Return Policy

  1. Any current ophthalmic frame or sunglass returned to De Rigo REM will be accepted for exchange or credit, if it arrives to De Rigo REM in its original and resalable condition along with the case it was sold with. All other conditions listed in the return policy must be met.
  2. ALL returned items must be accompanied with a completed and signed Request for Authorization Form as well as a Return Authorization (RA) number. An RA form and number can be obtained from the account’s sales representative, 800.423.3023 or at customerservice@derigo.us.
  3. A copy of the original invoice MUST also accompany the credit. Merchandise being returned for credit exchange must include applicable eyeglass cases, be in its original packaging (original packaging includes demonstration lenses, and the polybag) and be in good condition to be restocked. If supplied cases are missing or damaged, a charge per missing case will be applied.
  4. Please use a traceable package delivery method such as UPS, DHL or Fed Ex since first class mail is not traceable. De Rigo REM is not responsible for lost packages.
  5. A comprehensive check will be done by quality control on each frame and is subject to various points of inspection to determine if the damage is a result of a manufacturing defect OR misuse due to significant wear and tear, accident, mishandling or unauthorized repair. Warranty Claims are subject to a case by case evaluation.

    WHAT IS COVERED UNDER THE LIMITED WARRANTY (examples):
    1. Irregular or chipped finish
    2. Premature flaking or deteroiration of frame coating
    3. Missing stones
    4. Fault hinge
    5. Soldering imperfection


    WHAT IS NOT COVERED BY LIMITED WARRANTY (examples):
    1. Normal wear and tear such as scratches or pit marks on sun lenses
    2. Warped or broken temples
    3. Stripped screws
    4. Damage caused by chemicals (window cleaner, alcohol, hair spray, cologne, etc.)
    5. Unauthorized modifications or repairs


  6. In the event a return is not a result of a manufacturing defect but is repairable, De Rigo REM will restore the item(s) to their original condition and deduct a 10% restocking fee.
  7. De Rigo REM reserves the right to refuse returns that do not fully comply with the inspection process. Any product that is deemed damaged due to misuse on more than one occasion will not be credited back to the account.
  8. Discontinued ophthalmic frames or sunglasses will be credited as per the above policy provided that they are received with 6 months of the date they were discontinued. Please refer to the discontinued list to see the current list of discontinued product at www.derigo.us

    For any questions regarding our policy, please contact customer service at 800.423.3023 or customerservice@derigo.us.



Kids Promise Brochure


Kids Promise Warranty


The Kids Promise

“The Kid’s Promise” is a unique and wonderful program that provides your youngest customers 100% unconditional protection against loss and breakage on all Kid’s frames for one year after purchase. Each Converse Kid’s or Lucky Kid frame order will include a Kid’s Promise Membership Card. This card should be given to your patient with the purchase of any Converse Kid’s or Lucky Kid frame. Enclosed you will find a complete overview of the program and an explanation of how it works. Should you have any questions, please call your account executive or customer service.

Being A Good Citizen

Sometimes being a good citizen is the most important thing we can do. It’s in that spirit that De Rigo Rem is introducing “The Kid’s Promise” – a program that covers your patients against loss or breakage - unconditionally – for one year after purchase of new kid’s frames from the Converse and Lucky Kid lines. Realizing that these are tough times – especially for families managing expenses for kids and medical care – we have created a simple and unprecedented program that will benefit everybody - you, the Eye Care Professional and your patients. When your patient buys Converse Kid’s or Lucky Kid eyewear, you will be able to offer complete protection against loss or breakage for one year. Up to one year from the date of purchase, your patient will be able to come back to you and receive a replacement frame if their frame is lost or broken.

  • A Small Market with Big Benefits:
    • This program allows easy entry into quality eyewear for kids and parents.
    • The scope of this program allows you to create a partnership between your patients and your practice.
    • The Kid’s Promise provides complete security for parents making this eyewear investment for their kids… if anything happens they know they’ll be taken care of.

Program Overview

  1. “The Kid’s Promise” Patient Membership Card: We will give you a set of “The Kid’s Promise” Membership Cards for each Kid’s frame purchased.

When your patient buys a Converse Kid’s or Lucky Kid frame you will give them The Kid’s Promise Membership Card that includes instructions on how to use the plan.

  1. Kid’s frames can be found on our website (www.remeyewear.com) under the kids optical section.
  2. What to do when your patient comes in with a broken frame: To redeem “The Kid’s Promise” Card for a new frame you will need to take the following simple steps:
    • Collect “The Kid’s Promise” Card from your patient and the proof of purchase – an original receipt.
    • Collect the $15.00 shipping and handling fee. This is explained on “The Kid’s Promise” Membership Card and only needs to be paid when they redeem the card for the new frame. There is no charge to the patient for this coverage unless they need to use it.
    • Place the replacement order with De Rigo Rem so that we may expedite the service for your patient.
    • Please mail the Card and proof of purchase receipt to De Rigo Rem Attn: “The Kid’s Promise”. This will ensure that the fee for the replacement frame is waived.

Frequently Asked Questions

  1. What’s covered? All loss and breakage of the Kid’s frame will be covered. This plan will replace the frame whether it is broken or lost. The plan does not cover lenses.

If the frame is not available, your patient can pick out another frame from any of the branded kid’s collections offered by De Rigo Rem.

  1. What do my patients get? At the time of purchase your patient will receive “The Kid’s Promise” Membership Card. All of the instructions to use the service are explained on the Membership Card.

IMPORTANT: You should inform your patient that they will need the original proof of purchase (receipt) and the card with them to obtain their new frame.

  1. I need to do anything at the time of purchase? Be sure that:
    • Your patients understand that they can come back to you if their frames are lost or broken and get new frames, within the first year.
    • They know that they’ll need “The Kid’s Promise” Card and original proof of purchase.
  2. What do I do if a patient comes in who didn’t buy their frames from me? This is a program that is intended to help you build your practice, to get your patient to return to you. In the event someone has moved into your area and has purchased a Kid’s frame in the last year and has all their paper work you can honor the card.
  3. Does this cost anybody anything? There is a $15.00 shipping and handling charge that will be paid by the patient when they use the plan. This is clearly explained on the card that the patient receives, but this is something that you should also mention to them.
  4. Does this program cover lenses? “The Kid’s Promise” covers branded De Rigo Rem Kid’s frame against loss or damage and does not cover the lenses.
  5. What happens if the same patient loses their frames twice in the same year? This plan will cover the replacement. There will be a $15.00 fee for each redemption.
  6. How long will this plan be in force? This is not a promotion. It is an ongoing commitment.
    • Don’t forget to write “Attn: Kid’s Promise” on the envelope when you send the cards back.