Services and guarantees

What services are included in the price of my glasses?

Visilab wants you to be fully satisfied, which is why various services and benefits are included in the price of your glasses, i.e.: 

• 30-day satisfaction guarantee
• 2-year warranty
• Visual profile
• Digital measurement
• “Fashion and style” advice
• Adjustment of your glasses
• Optical cleaning spray
• After-sales service
• MyVisilab account.

For more information, please see our page about the included services and benefits. 

What insurance and guarantees are available from Visilab?

At Visilab, we offer three types of insurance and guarantees according to your needs:

• Breakage insurance 
• Solar breakage insurance
• Service Packs. 

What is a breakage insurance?

Breakage insurance covers all your optical equipment (frames and lenses) or prescription sunglasses (frame and prescription lenses) from the date of delivery of your glasses, for 2 years for adults and for 1 year for juniors, up to the age of 18. The insurance covers the following risks:

• Frame: breakage and bending 
• Lenses: breakage, cracks and scratches that impair vision. 

See our dedicated breakage insurance page for more information.

What is a solar breakage insurance?

Solar breakage insurance covers all your solar equipment (frames and non-prescription lenses) from the date of delivery of your glasses, for 1 year. The insurance covers the following risks:

• Frame: breakage and bending
• Lenses: breakage and scratches that impair vision.

See our dedicated solar breakage insurance page for more information.

What are the Service Packs?

The Service Packs offer you after-sales service guarantees. Visilab can provide a package of complementary guarantees according to your needs:

• Single-vision lenses: for wearers of single-vision prescription lenses (including optical solar lenses).
• Progressive lenses: for wearers of progressive lenses (including progressive solar lenses).
• Juniors: for juniors (aged 0 to 18) who wear prescription lenses. 

See our Service Packs page for more information.

I have bought new prescription glasses or sunglasses, but I am not satisfied with them.

Visilab’s satisfaction guarantee, which is included in the price of your optical glasses, allows you to change your frames and optical lenses free of charge within 30 days of your purchase, whether for aesthetic, comfort, or adaptation reasons. This guarantee offers you the possibility to choose another frame or new lenses with complete peace of mind.

I have lost my nose pads.

Thanks to Visilab’s lifetime after-sales service, which is included in the price of your glasses, all you need to do is to come to a store and an optician will be happy to help you.

I need to adjust my glasses.

You can visit any Visilab store, where one of our specialist opticians will offer you free adjustment of your glasses or sunglasses, whether you purchased them in store or online.

My prescription glasses or sunglasses are broken.

If you have taken out breakage insurance or a Service Packs, your optical equipment (frames and prescription lenses) is covered for 2 years for adults and for 1 year for juniors, up to the age of 18. 

If you have not taken out either of these two types of insurance, we advise you to contact your Visilab optician. 

My non-prescription sunglasses are broken.

If you have taken out solar breakage insurance, your solar equipment (frame and non-prescription solar lenses) is covered for 1 year. 

If you have not taken out this insurance, we advise you to contact your Visilab optician.