Warranty, your way
Every pair carries a one-year warranty: our Saltwater Promise on lenses, manufacturer defects on frames. You can settle a claim at your counter or send the customer straight to us. Either way it should not cost you a pair, and it should not cost you an afternoon.
What we cover
- Lens issues
- Delamination, coating failure, or clouding inside the first year. This is the Saltwater Promise.
- Frame defects
- Manufacturing faults: a hinge that fails on its own, an arm that separates, a bad weld.
- Wrong on arrival
- Defective out of the box, wrong item, or damaged in transit.
What we do not
- Accidental damage
- Sat on, run over, dropped, closed in a car door.
- Wear and abrasion
- Scratching from normal use, or etching from sand and salt over time.
- Improper care
- Solvent cleaners, left on a hot dash, stored loose in a bag.
- Lost pairs
- They float, which is rather the point. Loss is not a warranty claim.
Two ways to settle it
Handle it at your counter
- If it fits “what we cover” and the pair is inside its first year, hand the customer a replacement off your shelf. Same style when you have it, their pick at equal price when you do not.
- Email a photo of the failed pair with the sale details to wholesale@rheosgear.com.
- We credit you one unit at full wholesale value on your next order. No fee, and we do not need the old pair back.
Credit is the preferred path and the reason it is free: the replacement rides along with an order you were placing anyway. If you would rather we ship a unit on its own instead of waiting, we can, and that one carries the standard $20 replacement fee.
Send them to us
- Point the customer at hello@rheosgear.com with a photo of the damage and their order info.
- We take the claim from there, start to finish. You are done.
- They pay a flat $20, which covers processing and shipping anywhere in the US. Your shelf stock is never touched.
Good when you would rather not carry the exchange, when you are short on the style they want, or when the call is close enough that you would like us to make it.
What you can approve
No cap, and nothing to pre-approve. You are standing there and we are not, so use your judgment: if it reads as a defect and the pair is inside the year, take care of the customer. We would rather cover an edge case than lose them, and we will not second-guess a call you made at the counter.
We do review claim patterns by account, and we reserve the right to decline claims that fall outside this policy. In practice that conversation is rare, and it starts with a phone call rather than a rejected credit.
One claim per pair, original purchaser, proof of purchase required. A pair bought anywhere qualifies; it does not have to have been bought from you.
What to collect
- A photo of the problem
- Proof of purchase: their receipt, or your own sales record
- Style name and color
- Roughly when they bought it
A phone photo is plenty. If the customer has no receipt and you have no record, send it to us anyway and we will look them up.