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For eye care professionals

Transitions Love ‘em or leave ‘em guarantee

Claims Procedure/Terms and Conditions If your patient isn’t 100% happy with their new Essilor Crizal Transitions lenses, we will replace them with the equivalent clear or tinted E-Mirror UV lenses. Their guarantee starts from the date of despatch of their new lenses and extends for a full 60 calendar days. 

1. When does this guarantee apply?

a. The lenses must have been collected and worn by the consumer. 
b. The Love’em or Leave’em guarantee is valid for Essilor Transitions lenses with Crizal UV only purchased in the UK or Republic of Ireland. 
c. The Love’em or Leave’em guarantee applies only to the photochromic element of the Crizal UV Transitions lenses. 
d. If the consumer is not satisfied with their Transitions with Crizal UV 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 Love’em or Leave’em 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 of clear, tinted or Transitions lenses will be the same coating, material, design, prescription and index as the original pair of Transitions with Crizal UV lenses ordered. 

Transitions replacement lenses

b. For lenses originally supplied glazed by Essilor, the replacement pair will be glazed free of charge.
c. The value of the original order will be credited to the account and the replacement lenses will be invoiced at the optician’s normal discounted price. 

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.