Warranty REQUESTS

How to make an Oakley warranty REQUEST

For all warranty requests, please contact the Authorised Oakley Point of Sale where you made your purchase.

For requests relating to warranties on products purchased at Oakley.com/es-mx, please contact our Customer Care Centre on tel. 800 269 4486 for immediate guidance, or write to us at hablaconoakley@br.luxottica.com

To begin the warranty request process, and to properly assess your case, you must send us the following information:

1. Order Number.
2. Photographs of the damage to the product (click to view our guide on how to take excellent photographs that are useful for this process).
3. Brief description of the defect.

Once we have received this information, we will contact you within the next two business days to confirm whether the defect in your product is covered by the warranty policy, or whether we require further details in order to carry out the assessment.

Next steps

If the warranty is applicable, we will provide you with an Oakley Return Authorisation (RA) Number, with which you can track your request. As well as instructions for sending the product to us.

- Covered by the warranty: We will cover the cost of all work related to the repair or replacement of the product. We will send you by email the instructions to follow, together with a pre-paid shipping label, to be affixed to the outside of the package to be returned; should you use a courier company or shipping label other than the one provided, we will not reimburse that expense.

– Not covered by the warranty: Unfortunately, at Oakley.com/es-mx we do not offer a paid repair service. However, please contact us so that we can offer you alternatives.

Warranty policy

(IN EFFECT AS OF 16 FEBRUARY 2026)

Oakley products (sunglasses and frames) are the result of a unique combination of innovative design, cutting-edge technology and excellent quality. For this reason, in addition to the customer care and warranty programmes -granted by the suppliers of goods, in accordance with the laws and regulations in force in Mexico - your eyewear is protected by the warranty offered by Sunglass Hut de México, S.A.P.I. de C.V. (“Sunglass Hut”) to cover manufacturing defects.

These warranties apply only to products sold on the website oakley.com/es-mx (the “Site”).

I. Warranty policy applicable to all standard and personalised “Custom” products:
Sunglass Hut warrants sunglasses and frames against defects caused by possible material and manufacturing faults, detected within a period of 2 (two) years from the purchase of the relevant product. Scratching of the lenses is considered ordinary wear and tear associated with use, and is therefore not included in the warranty. The warranty granted, under the terms of the Federal Consumer Protection Law and its regulations, shall apply without limitation.
To enforce the warranty, you must contact the seller from whom you purchased the product, within 24 (twenty-four) months from the date of purchase, who will proceed to assess the problem and propose an appropriate solution. You will be asked for proof of purchase in order to assess the terms of the warranty. Depending on the type of damage, the defective part will be replaced or repaired.

If you purchased your product at www.oakley.com/es-mx and need assistance:
You may request general information about your product by contacting our Customer Care Centre, where one of our representatives will be pleased to assist you in identifying your order and establishing the steps to follow in the warranty request process:
Call us on 800 269 4486
Monday to Friday from 10:00 am - 5:00 pm (Mexico City time)
Or send an email to hablaconoakley@br.luxottica.com

Should the warranty be applicable, for any of the products purchased at Oakley.com/es-mx, the eyewear will be replaced or repaired as determined by Sunglass Hut; and returned to the sender's address, at no charge to you. Should the damage not be due to a manufacturing or materials defect, and the warranty therefore not be applicable, you will receive a notice by email informing you of the above, and Sunglass Hut will return the eyewear to the address you indicate to us.
Once the product has been received with all the required documentation, Sunglass Hut shall have a maximum period of 15 (fifteen) business days from the correct receipt of the relevant information to issue a decision on the applicability of the warranty.

Limitation of liability:
The aforementioned warranty does not cover damage caused by misuse, negligence, alteration, incorrect installation of components by unauthorised persons, exposure to unforeseen conditions or any act contrary to the instructions for use. Any repair or modification carried out by unauthorised third parties will automatically void any warranty.

II. Warranty policy applicable only to AI (artificial intelligence) Glasses:
This warranty applies only to AI (artificial intelligence) Glasses, and covers their defects and malfunctions. The warranty shall be valid for one (1) year from the date on which you receive the AI Glasses.
We warrant that, under normal conditions of use and in accordance with the intended use, the AI Glasses will function in accordance with the technical specifications or the documentation accompanying the product (“the Guaranteed Functionality”) during the warranty period. For the avoidance of doubt, any software or service necessary to enjoy the Guaranteed Functionality may be updated, modified or restricted provided that it continues to preserve (or exceed) the Guaranteed Functionality.
The installation or replacement of the lenses may only be carried out by us in order to ensure the proper fit and functionality of the AI Glasses. This warranty does not cover damage caused by the unauthorised installation, replacement or alteration of the lenses.

If the AI Glasses you purchased from us should present any defect or fail to function correctly, we will repair them or replace them with others, or else update the software or the services, so that they function in accordance with the Guaranteed Functionality.
This warranty covers all the parts and components of the AI Glasses and includes labour, at no additional cost to you.
Under this warranty, you may obtain either the repair, the replacement or the refund of the AI Glasses, as applicable.

HOW TO CLAIM THE WARRANTY ON THE AI GLASSES:

To make the warranty valid, you must contact the seller from whom you purchased the product within 12 (twelve) months from the date of purchase, who will proceed to assess the problem and propose an appropriate solution. You will be asked for proof of purchase in order to assess the terms of the warranty. Depending on the type of damage, the defective part will be replaced or repaired. Likewise, you must present the complete product (that is, as it was delivered to you, which includes the AI (artificial intelligence) Glasses and their accessories such as charging case, cloth, certificates or any other), accompanied by the corresponding warranty policy, and the invoice, receipt or proof of purchase showing the specific details of the AI Glasses.
If you purchased your product on the Site, contact our Customer Care Centre, where one of our representatives will be pleased to assist you in identifying your order and establishing the steps to follow in the warranty request process; to begin the request process for any type of warranty, you may contact Sunglass Hut through the following means:
Call us on 800-269-4486
Monday to Friday from 10:00 AM- 05:00 PM (Mexico City time)
Send an email to oakleymeta.mexico@br.luxottica.com

Once the product has been received with all the required documentation, Sunglass Hut shall have a maximum period of 15 (fifteen) business days from the correct receipt of the relevant information to issue a decision on the applicability of the warranty. If your warranty claim is deemed valid, we will replace or repair the AI Glasses so that they provide the Guaranteed Functionality.

In the case of the repair of the AI Glasses, this will be carried out when the manufacturer determines that the manufacturing defect can be remedied or corrected by this action, at no cost to you. Replacement will only be carried out when the manufacturer determines that the damage stems from a manufacturing defect and is not subject to repair; the replacement will be made with completely new AI Glasses. None of the following is considered a manufacturing defect: frame or lenses that are chipped, water-damaged, stained, scratched, scuffed, or detachment of any of the layers of the lenses due to poor or improper use, mistreatment of the temples and/or nose pads, when the AI Glasses have been used in conditions other than normal, have been used in a manner different from their instructions, or have been altered or repaired by persons not authorised by the manufacturer or by persons not authorised by us.

Should the warranty be applicable, all shipping costs will be borne by us.

If we determine that there is no reasonable solution to correct a defect or malfunction, we will refund the price you paid for the purchase of the Product.

If your warranty claim is not deemed valid, we will contact you to return your AI Glasses to you.

The AI Glasses sent must correspond to the one indicated on the proof of sale and/or invoice; otherwise, this warranty will not be valid.

The time taken for repairs carried out under this warranty is not counted within its term. When the Product has been repaired, the warranty will commence with respect to the replaced parts and will continue in relation to the rest. In the case of replacement of the Product, the warranty term must be renewed.

Limitation of liability:
The aforementioned warranty does not cover damage caused by misuse, negligence, alteration, incorrect installation of components by unauthorised persons, exposure to unforeseen conditions or any act contrary to the instructions for use. Any repair or modification carried out by unauthorised third parties will automatically void any warranty.