It is the aim of Essilor to provide all products and services to the appropriate ISO standard. If this is not the case we would like to be given the opportunity to replace the product free of charge or arrange a credit upon receipt of the defective lens. This policy applies to lenses ordered as uncuts, glazed lenses which are part of an Essilor glazed order and remote edged lenses.

In order to process the returned order, please send the defective lenses accompanied by the original delivery note and a fully completed Essilor returns notification form ref 57- 09-011 to:

Essilor Returns Department Essilor Ltd, Cooper Road, Thornbury, Bristol BS35 3UW

Supplying the defective lenses, original delivery note and fully completed Essilor returns notification form will enable us to rapidly remedy the problem. Defective items are required to be returned to Essilor within 28 days of despatch.

We are committed to processing returned orders on the working day that we receive them and confirming with you our findings within 48 hours of receipt.

Essilor lenses are manufactured in compliance with ISO 14889 - 2003. Lenses found to be outside of these tolerances will be replaced free of charge or credited providing the lenses are not edged. Some Essilor aspheric progressive lenses will display the ordered power and the compensated power on each lens packet. When checking such lenses the tolerances apply to the compensated power readings.

Customers will be contacted and advised where the returned lenses are found to be within tolerance and the lenses will be returned with no creditor remake action.

Essilor lenses are manufactured to high standards of visual appearance. If minor visual defects are found upon receipt of lenses, please contact the Customer Services staff who will in some instances issue authorisation for cutting.

Essilor will not replace free of charge or credit lens where the customer has entered the order incorrectly using EDI systems. Where an order is placed by telephone, Customer Services staff will read back the order and take the name of the person who placed the order, it is in your interest to ensure the information is correct at the time of ordering. Essilor will not replace free of charge or credit read back orders.

Where an order is duplicated by Essilor, a credit will be issued when both delivery notes relating to the same order are received along with the Return Notification Form (ref 57-09- 011). Customer duplication will not be credited.

We can not replace free of charge or credit an order that has been queried by us and accepted

for processing at your own risk. Essilor cannot be held responsible for any orders cancelled by your customer. Essilor will replace and charge where the returned order specification has changed from the original order.

In most cases Essilor will replace products rather than credit. Where a product is believed to be defective the product should be returned to Essilor for replacement along with the original delivery note and a fully completed Essilor returns notification form (ref 57-09-011).

Sometimes speed is important, if this is the case please use the FAST TRACK order service. Charged replacement lenses can be ordered using the Essilor FAST-TRACK order service via the Customer Service Order Line. A new manufacturing order number will be quoted and the lenses will be charged. The defective lenses should be sent back to Essilor within one calendar month from the original date of despatch and the Returns Notification Form must quote the FAST-TRACK order number. If the returned lenses are found to be defective a credit will be issued which will cover the cost of the product or service supplied and not any subsequent process or treatments applied by the customer.

Returned stock lenses should be sent to Essilor in an unopened and undamaged state. The lenses should be available in the current catalogue and covered by the relevant paperwork.

We are committed to advising when stock is to be discontinued with substantial lead time for bulk returns.

Essilor glaze lenses in compliance with BS2738-1:1998. Lenses glazed by Essilor which are found to be outside of these tolerances will be replaced and reglazed free of charge or credited.

Essilor will not be responsible for broken or damaged glazed lenses caused by accidental damage, frame adjustments or mishandling. Essilor only accept reglaze frames (patient own) at own risk and will not be covered by credit. All reglaze orders will be confirmed own risk on the day of receipt. Essilor will however, replace or credit (upon receipt of cost invoice) any new frame damaged during glazing process.

All coatings including adherence, are guaranteed for two years (this includes Airwear 1.59). This applies to Supra, Crizal Easy, Crizal Sun, Crizal Alizé+ and Crizal Forte. The lenses will be replaced free of charge.

Damage to the lens coating or material due to adverse wear and tear or patient misuse will not be covered.

Essilor will deduct a 15% handling charge for all unwanted stock returns