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For eye care professionals

Essilor Eyezen guarantee

The Essilor Eyezen Guarantee offers you the reassurance that should your patient experience non-adaptation with their new Essilor Eyezen lenses, Essilor Ltd will replace the Essilor Eyezen lenses in question for the equivalent single vision lenses. If a patient is not satisfied with their Essilor Eyezen lenses, they have 60 calendar days from Essilor’s despatch date to return them to your practice and claim a replacement single vision pair. 

1. When does this guarantee apply?

a. The lenses must have been collected and worn by the consumer. 
b. The Eyezen guarantee is valid for Eyezen lenses only purchased in the UK or Republic of Ireland. 
c. The Eyezen guarantee applies only to the Eyezen element of the lens. 
d. If the consumer is not satisfied with their Eyezen lenses, they have 60 days from the date of dispatch to return the lenses to your practice. Consumers can obtain the date of dispatch from your practice. 
e. As the optician, you have 100 days from the date of dispatch to return the lenses to Essilor. 
f. Essilor’s guarantee is issued in addition to and not in substitution for the consumer’s statutory rights relating to faulty or misdescribed goods or services. 

2. When does the guarantee not apply?

a. The Eyezen guarantee does not cover measurement or glazing errors, mistakes or any other damage caused by third party suppliers prior to the lenses being collected and worn by the patient.
b. No exchange will be made if the lenses have been scratched. 
c. This guarantee does not cover any manufacturing defects or damage to the frame. 
d. Essilor Ltd has the rights to withdraw or amend these terms and conditions, at any stage, but will always endeavour to minimise the effect to consumers in order to avoid undue disappointment.

3. What does the guarantee offer? 

a. The replacement Eyezen or Single vision lenses will be the same coating, material, design, prescription and index as the original pair of Essilor Eyezen lenses ordered.

Eyezen replacement lenses

b. For lenses originally supplied glazed by Essilor, the replacement pair will be glazed free of charge.
c. No credit will be given for any lenses returned under this guarantee. There are no cash alternatives available. 

4. How to make a claim under the guarantee? 

a. The lenses cannot be sent to Essilor by the consumer directly. 
b. The consumer needs to return the lenses to your practice with proof of purchase. 
c. A member of the practice will assess the returned lenses and must accurately and fully complete the relevant claim clearly stating the reason for return. The lenses must be sent along with the claim form. 
d. The claim form also constitutes the order form for the replacement pair, unless the lenses have been re-ordered through e-Store. 
e. The guarantee is provided by Essilor Ltd, Cooper Road, Thornbury, BS35 3UW. 
f. The consumer’s statutory rights are not affected by the guarantee.