Warranty for partner optical clinics
How an optical clinic or practice claims warranty on a Lucyd frame it sold to a patient — credit note, no returns, no RMA number.
This page is for optical clinics and practices that sell Lucyd frames to their own patients. If you bought your glasses for yourself, you want the main warranty page instead.
Every Lucyd frame carries a 1-year limited warranty against manufacturing defects, running from the day your patient buys it and in no case beyond 18 months from the day we delivered the frame to you. A frame sitting in your stock isn’t burning its warranty, and your patient still gets a full year from the sale. What’s covered and what isn’t is the same as for any other Lucyd unit — see What’s covered.
The short version
Your patient never has to contact us, and there is no RMA number for you to chase — we raise that on our side. You send us a few facts, we issue a credit note to your account, and your accounting team decides where that credit lands. The frame stays with you for disposal; if it still powers on and is resellable, we may ask to have it back and we cover the shipping.
Before you file: try Ask Lucyd
A good share of what looks like a broken frame is a pairing, reset or settings issue. Type the patient’s question into the assistant on this site and you’ll usually have an answer while they’re still in the chair. For product, app and how-to questions, support is available 24/7: chat at lucyd.co, this site, or 1-800-530-7230. If it’s a clear manufacturing defect, trust your own eyes — take care of the patient and file the claim.
How to claim
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Send one email to wholesale@lucyd.co. Three things start a claim:
- SKU and quantity, for example 1 × LCD008-30.
- The serial number, printed inside the right temple. It’s how we tie the claim to the frame we shipped you, and it makes sure the same unit is never claimed twice.
- What went wrong, a line or two in plain words.
Optional, but welcome: a photo or short video (it helps our product and QC teams track failure patterns), and the original invoice or PO number if it’s handy (it helps us apply the credit faster — it is not required).
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We reply within one business day and raise a credit note against your account, quoting your PO number. There’s no RMA number for you to chase and no approval call to sit through.
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No return to manage. We don’t wait on an inspection before issuing the credit. Render the frame unusable and dispose of it through your local electronics recycling, in line with lithium battery disposal rules; a frame that’s been credited shouldn’t be resold or passed on. If a unit still works and is resellable we may ask for it back, shipped at our cost.
For five units or more, or a repeat claim on the same SKU, send serial numbers for every unit and a short video of one failure. Same process, we just need enough to feed it back to QC properly.
Where the credit goes
Practices that buy through a central accounts-payable team have three options, and the choice belongs to head office rather than the store:
- Against an open invoice. Name the invoice and we take the credit off it.
- On the account. It sits there and comes off whatever is ordered next.
- Against a new order. Send the order along with the request and we apply the credit straight to it.
Tell us which one you want in the same email and we can finish it in one pass.
Prescription lenses
If your own lab cut and fitted the prescription, the lens side stays with you: lens accuracy, lens cut, lab-applied coatings, edge polish, and any fit problem created during installation. We cover the frame and the electronics. This is the same split practices already run with other safety and optical frames.
What we don’t cover
The standard exclusions apply, including dropped or sat-on frames, water damage, damage caused by someone else, lens scratches from months of normal wear, and anything that follows an attempt to open or repair the unit.
Quick links: Warranty · Lucyd Pro Insurance · Contact support