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 Return Policy – Reference

Components:
 
a) Cancelling Order / Rx Changes
b) Order Entry Error
c) AR
d) Lab Errors
e) Patient Frame Edging & Mounting
f) Edging & Mounting Error – by ECP
g) Stock Return
h) General Credit and Replacement – Terms & Conditions Return and Warranty Policy – Essilor Malaysia

a) Cancellation of Orders / Rx Changes

1) Cancellation or change of an Rx/design/material before the manufacturing process has begun will be processed at no charge.
2) Cancellation or change of an Rx/design/material which are already in the manufacturing process will be charged at the discretion of Customer Service Manager or / and Sales Manager.

b) Orders Entry Errors

1. Phone, fax, courier orders and other electronic data transfer (EDT) methods (email, SMS, Whatsapp, Line) are accepted.
2. All orders received by phone are reviewed at the end of the call to confirm the accuracy of the Rx. It is in your interest to ensure the information is correct at the time of order.
a. Any Rx communicated by phone and sent to manufacturing process with an error by Essilor will be replaced at no charge.
b. In the case of customer entry error, it will be charged at the discretion of Customer Service Manager or / and Sales Manager
2. Orders by fax must be legible and sent using black ink. To ensure data-entry accuracy, only one Rx order per fax page is recommended.
3. Any Rx communicated by fax, courier orders and EDT methods sent to the manufacturing process with an entry error by Essilor will be replaced at no charge.
a. In the case of customer entry error, it will be charged at the discretion of Customer Service Manager or/ and Sales Manager

c) Anti-Reflection (AR)
 
1) All CRIZAL lenses are guaranteed for 1 year from the original date of invoice.
2) During the warranty period, the lenses will be replaced, at no charge if damaged due to coating defect under normal usage. Original prescription (design-material-Rx) will be used for replacement.
3) Damage to the lens coating or material due to adverse wear and tear or patient misuse will not be covered.
4) Lenses must be returned for evaluation and accompanied with the appropriate documents such as original order or copy detailing invoice number, client reference, type of lens and an explanation of the claim reason.

d) Lab Errors

1. Lens with Optical and /or cosmetic defects out of Essilor specifications will be replaced with the same design-material-Rx, in priority, at no charge, and without any question, for 2 working days period following the original date of invoice.
2. Lens with any other manufacturing error will be replaced at no charge.
3. Some progressive lenses will display the ordered power and the measured power (=compensated power) on each lens packet. When checking such lenses the lab tolerances shall apply to the measured power (=compensated power) readings. In the case of measured powers not within tolerance, the lenses will be replaced with no charge.
4. Lenses must be returned for evaluation and accompanied with the appropriate documents such as original order or copy detailing invoice number, client reference, type of lens and an explanation of the claim reason.

e) Patient Frame & Edging/Mounting

1. Essilor is committed to handle the patient frame with the maximum care and precautions.
2. Essilor accept no responsibility in the case of breaking a frame, either new or used frame, during the edging process (mounting process) which including the removal of old lenses from the mounted used frame.
3. Essilor accept no responsibility in the case of broken or damaged frame once the mounted Rx has left the lab.
4. Lenses waiting for a patient’s frame for more than 5 working days will be billed uncut and shipped to the customer. Lenses and frame can be shipped back to the lab once the patient frame is available.

f) Edging and mounting error by ECP

4. Essilor accept no responsibility in the case of lens defect during edging and mounting at ECP premises.
5. Discount will be given for re-ordering with same prescription at the discretion of Customer Service Manager and / or Sales Manager.

g) Stock Lens Policy

1) Credit claim is not allowed.
2) Bulk return is not allowed.
5. Stock exchange is allowed only for power exchange within the same product, for a 1 year period following the date of the original invoice.
3) Finished uncut stock lenses that are returned in original packaging, in an unopened state and in a saleable condition.
4) We are committed to advising when stock is to be discontinued with reasonably lead time.

h) General Credit and Replacement Terms & Condition

1) Claims request should be kept as current as possible, i.e. according to the warranty period or credit claims validity duration, i.e. credit cannot be issued after 60 days from original invoice date.
2) Original Lenses must be returned for evaluation and accompanied with the appropriate documents such as original order or copy detailing invoice number, client reference, type of lens and an explanation of the claim reason.
3) Lens can be returned through Essilor dedicated courier together with the appropriate documents.
4) It is Essilor’s responsibility to inform the customer all the status (or decision made) of claim request be it approved or declined.
5) Billing will make according to the claim request decision.