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For eye care professionals

Crizal scratch guarantee

Claims procedure/Terms and conditions The Essilor ‘Crizal No Quibble Guarantee’ means that if the lenses that are sent back meet the below criteria, we will process your claim under the guarantee without any quibble and send you out a replacement pair of lenses. 

1. When does this guarantee apply? 

a. The lenses must have been collected and worn by the consumer. 
b. The ‘Crizal No Quibble’ scratch guarantee is valid for Crizal Prevencia / Crizal Drive / Crizal Sapphire UV lenses purchased in the UK or Republic of Ireland. 
c. The ‘Crizal No Quibble’ scratch guarantee applies only to the coating element of the Crizal lens, ie scratches made to the surface of the lens. 
d. The ‘Crizal No Quibble’ scratch guarantee is valid 2 years from the initial date of dispatch to return them to your practice and claim a replacement pair. Consumers can obtain the date of dispatch from your practice. 
e. The ‘Crizal No Quibble’ scratch guarantee is valid for lenses with scratches caused by general wear and tear and that have been kept to the standard care guidance given by the optical practice such as:
  • Keeping glasses in a case when not being worn
  • Never leaving lenses face down on a surface or in contact with sharp or abrasive objects
  • Always following the safe cleaning guides 
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 Crizal scratch guarantee is not valid for lenses that are:
  • Chipped, broken, scratched due to glazing errors
  • Damaged resulting from abuse, unauthorised modifications or other causes that are not defects resulting from general wear and tear
  • Scratched at the substrate level 
b. This guarantee does not cover any manufacturing defects or damage to the frame. 
c. 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, tint, Transitions and prescription as the original pair of Crizal UV lenses ordered. 
b. For any Transitions and tinted lenses where the scratching appears on just one of the lenses, a replacement pair will always be provided. 
c. For lenses originally supplied glazed by Essilor, the replacement pair will be glazed free of charge.
d. 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.

Return Forms

Crizal claim form - direct

To swap your patients Crizal Lenses, please complete this form (if the lenses were bought from Essilor) and return.

Download (PDF)

Crizal claim form - indirect

To swap your patients Crizal Lenses, please complete this form (if the lenses were bought from Essilor) and return.

Download (PDF)