When to use: Customer reports a defective Lucyd product bought at a physical retail store (Target, Best Buy, a Walmart store, an optical shop, etc.) and has no Lucyd or marketplace order number. Warranty applies regardless of where they bought it — see D-17. We just need proof of purchase; never deny for lack of an order number.
Hi {customer_first_name},
Thanks for reaching out, and I'm sorry your {product_name} isn't working the way it should.
Good news: our 1-year manufacturing-defect warranty covers your glasses no matter where you bought them — including {retailer_name}. You don't need to go back to the store for this, and you don't need an online order number. We just need a couple of things to get your replacement moving:
1. Proof of purchase — a photo of your store receipt is perfect (or any record showing where and when you bought them). This just confirms you're within the 1-year window.
2. A short video (15–30 seconds) clearly showing the issue.
3. Your full name and shipping address.
4. A phone number in case we need to reach you.
Once we have these, we'll review and get back to you within 1 business day with next steps.
Thanks for your patience — we'll take care of you.
Best regards,
{agent_name}
Lucyd Customer Support