Returns Policy
Manufacturer's warranty
Where a product comes with a manufacturer’s warranty, please do not complete the registration paperwork until you’re sure that you wish to keep it. Return the unregistered item within 14 days of receipt if you do not wish to keep it.
For warranty claims, please follow the guidance and contact information that came with your product.
Returning your product because it's unsuitable
You can return a product within 14 days of receipt. If you’ve changed your mind about keeping your purchase, please inform us straight away and return the item(s) at your own cost, within 14 days. We’ll reimburse you no later than 14 days after we receive the goods back from you.
Until you have decided to keep your item, please only handle it as much as is necessary to establish its nature, characteristics, and function. We reserve the right to deduct part of the refund if the value of goods has been diminished.
Returning your product because it has a fault
We reserve the right to have a product independently tested, prior to agreeing a suitable resolution. Where your item needs to be sent to our supplier for assessment and repair, this will increase the turnaround time to complete your return.
If a product is returned to us with components missing, we may be unable to refund or exchange. In this case we will send the product back to you. Where a missing component can be replaced, you will be charged the cost of the replacement part. If the item can be sold as used or refurbished, there will be a deduction from your refund based on the new retail value.
If no fault is found the item will be returned to you.
If a product becomes faulty within 30 days
If your product develops a fault within 30 days of purchase, please contact us on 0303 123 9999 or email us at helpline@rnib.org.uk to discuss and arrange a return if required. Subject to confirming the fault, we can give you an exchange, repair, or full refund. If you’re only returning some of the items on your order, we will refund the cost of those returned items only. If your item becomes faulty after 30 days up to 6 months, please contact us to discuss and arrange a return if required. Upon receipt, we will assess the fault and if confirmed will repair or exchange.
If we’re unable to repair or provide a suitable replacement, we’ll give you a full refund. If your item becomes faulty after six months, please contact us to discuss and to arrange the return if required. We will assess the fault, and if confirmed we will repair the item and send it back to you. If the item is non-repairable, we will offer you a partial refund or discount on a replacement. We do not offer repairs or refunds for faults deemed to be the result of fair wear and tear or product misuse.
Which products can't be returned as unsuitable?
Where a product has been made to measure, or personalised for you, or where a protective seal has been opened, we’re unable to refund or offer an exchange – unless it is faulty.
The following products are ineligible for exchange or refund (unless faulty or not as described):
- Products that you received over 14 days ago.
- Products that have been opened or had protective seals removed and cannot be returned for hygiene reasons.
- Products that contain your personal data or have been manufacturer-registered.
- Products that have been combined with other goods after delivery so that they are inseparable.
- Where a product has been personalised or made to your specific measurements (bespoke and made-to-order items). · Software for computers, mobile phones, and smart devices that has been opened, redeemed, or activated. This is only returnable if the software is faulty. Where available you should request a free demonstration copy of the software before purchasing, to ensure it is suitable for your needs.
- Bespoke items, braille, and DAISY books; these are made just for you and are non-returnable unless faulty.
- Image-capturing and recording products cannot be accepted back (unless faulty) due to GDPR restrictions.
Guarantee period
Some items have a specific guarantee period, or a manufacturer's warranty, which is indicated in the product description.
If you are sent a replacement unit, the warranty period is not extended and remains valid against the date of your original order. For example, if your original order warranty was for 12 months expiring on 1 April 2023, and you were sent a replacement unit on 6 August 2022, your warranty is still only valid until 1 April 2023 (it does not extend to August 2023). This is standard practice with manufacturers.
Return postage costs
The customer is responsible for postage costs for any items returned as unsuitable.
If the item is confirmed as faulty and within warranty, please provide proof of postage and costs and we will reimburse this. All items are returned to us at your own risk.
If required, we will organise a courier to collect the item from you.
If it is a valuable item, we recommend returning it using one of Royal Mail’s various delivery services or by courier, so that your parcel is insured against loss or damage. Please see Royal Mail’s website for full details of their delivery services, including costs and insurance value coverage. Royal Mail will only cover items sent via the Articles for the Blind service up to a maximum value of £46. If your return is lost in post, please contact the carrier and follow their claims procedure.
Cancelling or amending your order
Cancellations or amendments (including address changes or adding and removing items) cannot be made between placing your order and receiving your parcel.
How to return a product
On receipt of your goods, please open the packaging carefully and keep hold of it until you’re sure that you are keeping the item.
Please return the item within 14 days if able:
- Complete the returns form included in your parcel.
- Securely attach the returns label to the outside of your parcel (do not attach it to the product or product packaging).
- Ensure the item is packaged securely for stable transit.
If you are unable to do the above, please call us on 0303 123 9999.
Following these steps will help us to process your return promptly. If we do not receive your product back within 30 days of your returns case being opened, we will close the case.
Damaged packaging or goods
If the product is returned with user damage, or damage from insufficient packing for transit, we may be unable to give you a full refund or exchange. We may send the item back to you or offer you a partial refund.
How to contact RNIB Helpline
Phone: 0303 123 9999
Email: helpline@rnib.org.uk
Post: RNIB Helpline, Northminster House, Northminster, Peterborough, PE1 1YN
These terms do not affect your statutory rights. You can contact your local authority Trading Standards or Citizens Advice Bureau for further information.
Waste from Electrical and Electronic Equipment (WEEE)
WEEE registration number: WEE/MM9210AA
