Contact Touchpoints & Service Details

Warranty, Repair, Replacement

Warranty and Replacement

Return policy

Return Policy

After Sales Report

After Sales Support

Hearing Loss Basics

Nuance Audio Glasses

Nuance Audio App & Digital Features

Purchasing

FAQ new

<div>Get answers to some of our most commonly asked questions. If you don’t find what you're looking for here, reach out to our customer support team for assistance. </div>

Nuance Audio FAQs

header_left_side_navigation

text-left

<div>You can locate the serial number of your Nuance Audio Glasses in three different places: • On the packaging box your glasses were delivered in • On the left temple of your glasses • In the Nuance Audio App: Menu (icon on the bottom right of the home page) &gt; Settings &gt; My Glasses</div>

Where can I find the serial number of the Nuance Audio Glasses?

main_placement_1

<div>Two years from the date of purchase. Please be aware that the two-years deadline is applicable also in the event of multiple warranty claims. This means that if after a claim request, the substitute product reveals to be defective, a new warranty claim can be opened, but the two-years count still starts from the date of purchase of the original product. The warranty is in addition to your existing consumer law rights. Under consumer laws in the UK, consumers are entitled (depending on the circumstances) to a replacement, discount or refund by the seller, of defective goods or goods which do not conform with the contract of sale. For goods purchased in England or Wales, these rights expire six years from delivery of the goods and for goods purchased in Scotland, these rights expire five years from delivery of the goods.</div>

How long does the warranty last?

main_placement_2

<div>The two-years warranty from the date of purchase is granted for your Nuance Audio Glasses, the Charging Pad and the Remote Control (accessory sold separatly). Please note that in the occurrence of lenses replacement within the two-years period, the warranty on the Frame, the Charging Pad and the Remote Control will not be voided.</div>

Which products are covered by the warranty?

main_placement_3

<div>You can activate the warranty claim at a Nuance authorized dealer where the purchase was made, or by contacting the Nuance Support center via phone. You will be asked to present a proof of purchase or provide the serial number of the glasses or the accessory you intend to activate the warranty on.</div>

How can I activate a warranty claim?

main_placement_4

<div>Repairs or replacements are determined by EssilorLuxottica. However, we will honor our client’s remedy preference, unless it is impossible or disproportionate for us to do so.</div>

Will my Nuance Audio Glasses or Nuance Audio Glasses accessories be repaired or replaced?

main_placement_5

<div>Typical scenarios that don't allow for the warranty: • The installation or replacement of any lenses should be conducted by Luxottica or a Luxottica authorized dealer for Nuance. Any damage caused by the unauthorized installation, replacement or alteration of the lenses is not covered by this Warranty Damages caused by misuse, abuse, accidents, fire, theft, disappearance, misplacement. • Improper voltage or incorrect line voltage. • Viruses, malware. • Intentional conduct or neglect. • Damages caused by usage that is not in accordance with the product instructions/documentation. • Damages caused by failure to follow the product instructions/documentation or failure to perform cleaning or preventive maintenance. • Damages caused by the combination of the product with other non-EssilorLuxottica branded products, accessories, parts, or components or use of products, equipment, systems, utilities, services, software, parts supplies, accessories, Applications, installations, repairs, external wiring, or connectors not supplied or authorized by EssilorLuxottica that damage the product. • Normal wear and tear, including lens scratches. • Damage caused because of improper transportation or packing/packaging when returning the product to EssilorLuxottica or a collection dealer. • Others – please check the Warranty Card provided in the packaging for additional details.</div>

Under what circumstances will the warranty not be granted?

main_placement_6

<div>Nuance Audio™ products, including glasses, charging pad, and USB-C cable, contain electronic components and lithium-ion batteries. For this reason, they should not be disposed of in household waste. We encourage you to follow these guidelines for proper disposal:<ol><li>Authorised Collection Centres Take the devices and batteries to a collection point for e-waste recycling. You can find the nearest recycling center by consulting the website of your municipality or local disposal services. 
 </li><li>Local Regulations Disposal must be in accordance with local regulations. Check the regulations in your country or state regarding e-waste and lithium-ion batteries. 
 </li><li>Contact Support If you have questions about how to properly dispose of your Nuance Audio™ devices, please contact our customer service department via the contact form on <a href="https://www.nuanceaudio.com" aria-label="link">www.nuanceaudio.com</a>. 
</li></ol>Obligation of Separate Disposal and Environmental RationaleThe separate disposal of electronic devices and batteries helps conserve natural resources and ensures that recycling occurs safely, protecting both the human health and the environment. Potential Effects on the Environment and Human HealthImproper disposal of electronic devices and lithium-ion batteries may cause harmful effects on the environment and human health due to the presence of hazardous substances such as heavy metals and toxic chemicals. Take-Back Options As an alternative to collection centers, Nuance Audio™ devices can be returned to affiliated stores that offer WEEE take-back services. Consumer Role in Facilitating Reuse, Recycling, and Recovery of WEEE Consumers play a crucial role in ensuring the proper disposal and end-of-life of electronic products, thus contributing to resource reuse, recycling, and other forms of product recovery. Meaning of the Symbols on Electronic Devices The crossed-out wheeled bin symbols below mean that, according to local laws and regulations, Nuance Audio™ products must be disposed of separately from other household waste. <img data-src="media:///caas/v1/media/68812/data/55c41576595c078d2e9d6255bac3c4b6/smaltimento.png" alt="smaltimento"/> Battery Removal and Type Information The battery integrated in Nuance Audio™ Glasses cannot be removed by the end-user. For devices with removable batteries, such as Nuance Audio™ Remote Control, please follow the User Guide instructions for safe battery removal before its disposal.</div>

Which are the instructions for the proper disposal of the product?

main_placement_7

Read information on warranty, repair, and replacement of Nuance Audio products.

Warranty, Repair and Replacement | Nuance Audio

Support Page

Shop <PRODUCT_NAME> accessories in <COLOR>. Discover more on Grand Vision Online.

Shop <PRODUCT_NAME> electronics in <COLOR>. Discover more on Grand Vision Store Online.

Shop <PRODUCT_NAME> eyeglasses in <COLOR>. Discover more on Grand Vision Store Online.

Shop <PRODUCT_NAME> sunglasses in <COLOR>. Discover more on Grand Vision Store Online.

<PRODUCT_NAME> Accessories in <COLOR> | Nuance

<PRODUCT_NAME> Electronics in <COLOR> | Nuance

<PRODUCT_NAME> Eyeglasses in <COLOR> | Nuance

<PRODUCT_NAME> Sunglasses in <COLOR> | Nuance

Acquista gli occhiali da vista <PRODUCT_NAME> in <COLOR>. Scopri di piÃ¹ su Grand Vision Store Online.

Acquista gli occhiali da sole <PRODUCT_NAME> in <COLOR>. Scopri di piÃ¹ su Grand Vision Store Online.