The warranty only covers manufacturer defects, i.e. faults or defects resulting from the manufacturing process. Some examples are below:

• Delamination and/or detachment of the sun lens coating
• Bubbles or imperfections in the lens coating
• Flaking or premature deterioration of the frame coating
• Welding defects on the hinges and/or rods

This warranty does not cover: scratches on sun or prescription lenses, damage caused by accident, abuse, neglect, shock, improper use or storage of the product, third-party modifications or repairs, and any damage caused by everyday wear and tear.

If your warranty claim is approved, you will be required to return the defective item and a replacement will be provided. Refunds are not included as part of the warranty.

If the product is unusable or damaged to the point where it cannot be used at all, a new product will be sent to you. However, shipping costs will be borne by the customer.

If you purchase eyeglasses, sunglasses or prescription lenses, your product will be covered by our warranty policy for 24 months from the date of purchase. The product is protected from all manufacturer defects.

For eyeglasses it is possible to extend the warranty to 3 years including accidental damage with H|Care™.

If the product is spoiled, defective or different from what you ordered, please submit a return request as soon as you notice the problem.

When submitting your return request, please select the appropriate reason, "Damaged on arrival" or "Wrong item delivered". Photos are essential to process your return request and can be emailed to support@hemmetbrand.com

Once you have submitted your return request, our customer service will contact you as soon as possible to process your request.

You may entrust the mounting of the lenses to an optician of your choice; however, in this case, the work performed will not fall within the controlled Hemmet® process.

Eyeglasses are a system where frame and lens must be perfectly compatible: external work can generate stresses, adaptations, or structural modifications that cannot be verified according to our standards. For this reason, if damage, deformation, or anomalies occur after interventions performed by third parties, it will not be possible to ascertain their origin with certainty.

In such situations, Hemmet® reserves the right to evaluate the nature of the defect on a case-by-case basis. The warranty may not be applicable if the problem is connected, directly or indirectly, to external work or if its origin as a conformity defect cannot be ascertained.

For this reason, to ensure maximum product reliability and full coverage, we recommend having your eyeglasses made through the Hemmet® H|Optical™ service, which allows us to manage every phase of the process.

For more details, please consult Section 6.2 – Ophthalmic work performed by third parties and limitation of warranty on the Terms and Conditions page.

Our assistance service is designed to offer you direct, precise support, consistent with Hemmet® standards.

If you need assistance, you can contact our dedicated team by providing your order number and a brief description of your request. To facilitate a quick assessment, it is advisable to attach images (and possibly videos) that highlight the product and the problem encountered.

Every request is carefully analyzed: our goal is to precisely understand the origin of the problem and identify the most suitable solution. When necessary, we may request further information or the return of the product for a more in-depth technical check.

If the case falls within the warranty conditions, we will proceed with the most appropriate intervention, which may include repair, replacement, or another solution in accordance with our policies.

Throughout the entire process, our team will keep you updated with clear and transparent information, ensuring an experience in line with the quality level of the product.