Voluntary recall of CooperVision easyvision easypurpose contact lens solution
We have been advised of a voluntary recall by manufacturer CooperVision of its easyvision easypurpose contact lens solution.
CooperVision’s quality testing determined that the product may not offer appropriate levels of disinfection in some circumstances against high levels of a particular yeast organism. Although no complaints have been received and there have been no confirmed incidence attributed to inadequate disinfection, this action is out of an abundance of caution.
It is important you continue to clean and disinfect your soft contact lenses. Please cease using your easyvision easypurpose solution once you’ve secured an alternative solution. Please retain any open and unused bottles to obtain your reimbursement through the recall website.
If you are an easycare customer we will send you an alternative multipurpose solution in your next pack, which has been recommended by our clinical team to support your needs.
We want to make it as easy as possible for you to obtain a refund from home, so CooperVision is using third-party company Sedgewick, which specialises in instances like these and can handle all customer reimbursements, to set up a recall website.
Consumers should visit www.CVrecall.expertinquiry.com to get more information on what to do next and for instructions on how to claim their reimbursement. This website is the most effective and simple way to obtain your refund, so please enter your details there.
Hy-Care® Multipurpose Solution – Consumer Recall Website - Please read the FAQs below
Why are Specsavers consumers taken to a different website?
This consumer reimbursement process is managed by Sedgwick, the company that are supporting the manufacturer, CooperVision, on this recall. Sedgwick are Global specialists in managing product recalls and CooperVision has chosen to partner with them to ensure the smoothest possible process for consumers to receive their reimbursement. Sedgwick use virtual payment card provider, B4B, to reimburse and to do this, consumers need to register with the B4B website
How do Specsavers consumers get reimbursed?
Once a claim has been verified and processed, consumers will receive a Virtual Card email issued from CVrecall@myglobaloptions.com. Consumers will then be asked to register on the B4B (the fulfilment company) website using the 9-digit code provided in the email. Once registered, they can then activate and manage their virtual payment card by following the instructions.
What is a virtual payment card?
A virtual payment card is an electronic card that works like a traditional physical payment card. Users can pay for items online or over the phone anywhere Mastercard is accepted.
Does the website ask for personal information?
The website needs to ask for some personal information such as name, address, email and date of birth in order for the payment processor’s checks to be undertaken. No financial information is requested and none of this information is shared with any third party.
How long does it take to get reimbursed?
It takes approximately two weeks to be reimbursed. The reason for the processing time is that applications have to be validated and checked. The payment process is then managed by B4B who then send the consumer registration and activation instructions by email.
Users can’t access the website – what can they do?
If consumers are having issues connecting to the www.CVrecall.expertinquiry.com website, they can contact Sedgwick Customer Services as per below:
| Consumer support numbers |
|---|
| United Kingdom: 0800-0261954 |
| Spain: 900-831760 |
| All Other Countries: +44-207-660 8272 |
| Netherlands: 0800-0223017 |
| France: 0805-988061 |
| Germany: 0800-1810578 |
They can also use these contact details if they are having issues connecting to the B4B website.
What currencies does the virtual card accommodate?
The Mastercard product is available in GBP, USD and EUR. For other countries, the local currency rate would be processed at the point of purchase. For these countries a fee of 2.75% would be applicable and this is taken into account at the reimbursement stage (by adding it to the value of the payment card).
If you’d like to discuss this with a member of the Specsavers team, please email customerproductcare@specsavers.com, contact your local store or call 0818427020.
We apologise for any inconvenience caused.