Quay Australia allows returns within 30 days of purchase for most items. You must return items in original packaging and initiate the return through their online portal. Refunds are issued to your original form of payment within 14 business days of processing.
How returns work
You can return items by mail or in store. For mail returns, sign into the returns portal using your order number, billing zip code, or email, select the items you wish to return or exchange, print your return slip and shipping label, and ship your package in original Quay Australia packaging or a well-padded box. For in-store returns of prescription glasses purchased in store, you may return them directly at a Quay Australia location.
Exclusions and restrictions
Sale items and online prescription glasses purchases are final sale and cannot be returned. Gift cards are non-refundable. Prescription glasses cannot be returned except in specific cases: you may exchange them if your prescription is wrong or the glasses are defective, and you can request scratch replacement for prescription lenses if you contact Quay Australia within 30 days of receipt. Afterpay purchases must be returned online and cannot be processed in Quay stores.
Refunds
Refunds are issued to your original form of payment within 14 business days after your return is processed. If you purchased items through a buy-one-get-one promotion and return one item, the discount applies accordingly to your refund amount.
Frequently asked questions
Can I return items without a receipt?
Quay Australia requires proof of purchase for warranty claims. The retailer does not clearly state whether a receipt is required for standard returns beyond warranty claims. Contact their customer service for clarification on your specific return.
How long do I have to return something?
You have 30 days from purchase to return or exchange most items. Sale items cannot be returned. If you have a defective or damaged item, you should report it within 5 days of delivery to [email protected] with your order number, description, and photo.
Can I return my Afterpay purchase in a store?
No. Afterpay purchases cannot be processed as returns in Quay stores. You must use the online return procedure through the returns portal.
What if my prescription glasses are scratched?
Quay Australia offers scratch replacement for prescription lenses if you contact them within 30 days of receipt. For non-prescription items or damage outside this window, the standard 1-year limited warranty does not cover scratches or accidental damage.
Do you accept exchanges?
Yes. You can exchange items for products of equal value within the same category, also within 30 days. You initiate exchanges through the same online returns portal as regular returns.
What items cannot be returned?
Sale items, online prescription glasses purchases, and gift cards are non-returnable. Prescription glasses purchased in store can be returned or exchanged only if they have the wrong prescription or are defective. Damaged or defective items of any kind should be reported within 5 days of delivery.