Orders and Returns

Christmas delivery dates

To guarantee delivery from us in time for Christmas, all orders for stock items must be received by midnight Sunday, 16 December (subject to the product being in stock). Orders for special order products and non-stock items must be placed by midnight on Sunday, 9 December to guarantee delivery for Christmas. Special order canes and tips have an extended delivery time and must have been ordered by midnight on Sunday, 4 November.

Christmas extended returns policy

RNIB offer an extended returns policy over the festive season. If you purchase an item which is deemed unsuitable from RNIB between Thursday, 1 November and up to midnight on Sunday, 16 December 2018 you can request a refund up until Monday, 14 January 2019. For details of the products exempt from the extended return policy please contact the Helpline. Please call us on 0303 123 9999, to obtain a returns number (also called an RMA). Please return the product in its original undamaged packaging (as new) and with all the components, within seven days of receiving the returns label.

Cancel Your Order

We're sorry that once you’ve placed your order, then it is not possible to change it online. If you'd like to add more products to your order, then please place a new order for these items.

If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact Helpline on 0303 123 9999    with your order number and order date.

If your order has already been despatched or delivered, then you'll need to follow our Returns procedure in the event of any unwanted products.

RNIB complies with all trading legislation covering consumer protection, distance selling and electronic commerce. Therefore, you have the right to cancel your order before you have received the goods or within fourteen days of receipt. Once we have received the items back in their original condition we will refund you within 30 days.

There are exceptions to returning some items, so please carefully check the full description of the product to check the special conditions that may apply. You will need to take care of the goods while they are in your possession, and return them to us safely in a complete and saleable condition. We will then refund you within 30 days of receiving the products back from you.

Returns Procedure

Returning products as unsuitable

In addition to your cancellation rights, you can return certain products to us within 14 days of receipt if you find that they are not suitable. This does not apply to all our products, so please check product information carefully and read the list of returns exceptions below.

By phone please call us on 0303 123 9999   , within 14 days of receipt of your order to obtain a returns number (also called an RMA). If you would like to process a return online please follow this link Process Return.  Once we have spoken to you, you should write the RMA number on the returns label that you will find in your parcel, then securely attach it to the outside of the parcel. You should also include your name and address inside the parcel in whatever format you choose. This will ensure that we can identify the goods as coming from you. If you do not affix the returns label or include your personal details it will cause delays. You need to return the products in their original packaging and condition, with all components within 7 days of receiving your returns label.

All products are returned to us at your own risk and cost, and you are therefore strongly advised to get proof of postage. If your return is lost in post then you’ll need to contact the carrier to pursue their claims procedure.

We do not refund the cost of returning unsuitable items via courier but by doing so you are insured against loss or damage.

All stock and special order requests are returnable within 14 days of receipt in an “as new” condition in original, undamaged packaging. This excludes bespoke products and software. We kindly ask our customers to ensure that any faulty products being returned are packaged securely for stable transit, or the warranty may be voided. Where possible, please use the original packaging.

Returning faulty products

If you believe you have bought an item that has developed a fault within the guarantee period, please contact us by phone, on 0303 123 9999   , to obtain a returns number (RMA). Once we have spoken to you, you should write the RMA number on the returns label that you will find in your parcel, then securely attach it to the outside of the parcel. You should also include your name and address in the parcel, along with an explanation of the fault.

Once we receive the goods, within the guarantee period, we will assess the fault and make a decision on the action to be taken. This may include repair, replacement, refund or return to you if no fault is found.

All products are returned to us at your own risk and cost, and you are therefore strongly advised to get proof of postage.

Upon confirmation that the goods are faulty we will reimburse the cost of returning the item.

Returning products damaged in the post

If you receive an item which you believe has been damaged in the post, please contact us within 7 days of receipt of the parcel on 0303 123 9999    to obtain a returns number.


We guarantee products are as described, free from faults and fit for purpose, for a minimum of 12 months, beginning on the date when you purchase the products from us. Some items have a longer guarantee period which is indicated in the full product description on the shop.

There are also exceptions where the guarantee does not apply and these include batteries; light bulbs; watch straps; faults due to fair wear and tear; deliberate damage; negligence; abnormal working conditions; where the product instructions are not followed; where the products have been altered or repaired without our permission; or where you have given us incorrect or misleading information on their use.

If you want to help with products outside their guarantee period then contact our Helpline on 0303 123 9999    to find out what repair services are available.

Returns Exceptions

Some products cannot be returned and are clearly labelled on the product page of our shop, including:

  • Computer and mobile phone software cannot be returned unless faulty. Where available, you should try our free demonstration discs before you purchase to check the software is suitable for your needs.
  • Bespoke products cannot be returned unless faulty.
  • Imaging and recording products, unless faulty, where you have downloaded your own material and content.
  • For hygiene and safety reasons, you cannot return, unless faulty, healthcare items including eye drop dispensers, blood glucose monitors and pill organizers, thermometers, chopping boards, scales and measuring utensils and non-slip items. Where this applies it is indicated on the online product page.