Christmas 2024 – extended returns period for unsuitable items
We’ll be extending our returns policy to accept returns of unsuitable items up to and including Friday 10 January 2025. This applies to products ordered from Friday 1 November up to midnight on Friday 20 December 2024.
The following products are exempt from the extended returns period and must be returned in-line with our standard returns guidance.
- Talking colour detector (DH289)
- Talking single induction hob (DH182)
- Talking tape measure (5 metre) (DY07)
For faulty items, please follow the guidance below. We advise checking your goods upon delivery, especially if the gift's recipient won't be using it for a few weeks yet.
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 the product. 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
Your right to return within 14 days
If you’ve changed your mind about keeping your purchase, please inform us within 14 days from the day after you received the item(s). Please 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.
We reserve the right to deduct an amount from the refund if you have diminished the value of goods by handling them beyond what is necessary to establish their nature, characteristics, and function.
Returning your product because it has a fault
If no fault is found the item will be returned to you.
Where your item needs to be sent to our supplier for assessment and repair, this will increase the turn-around time to complete your return.
We reserve the right to have the product independently tested by a third party, prior to agreeing a suitable resolution.
If the product is returned to us with components missing, we may be unable to refund or exchange, returning the product to you. Where the missing component can be replaced you will be charged the cost. Where the item can be sold as used or refurbished with missing parts, there will be a deduction from your refund based on the new retail value.
Faulty within 30 days
If your product develops a fault within 30 days of purchase, please contact our Helpline to discuss and to arrange the return if required, and 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 only refund the cost of those returned items.
Faulty from 31 days and up to six months
If your item becomes faulty after 30 days, please contact our Helpline to discuss and to arrange the 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.
Faulty after six months and within guarantee period
If your item becomes faulty after six months, please contact our Helpline to discuss and to arrange the return if required. Faults deemed to be the result of fair wear and tear, or product misuse are excluded. Upon receipt, we will assess the fault and if confirmed we will repair the item before returning it to you. If the item is non-repairable, we will offer you a partial refund or discount on a replacement.
Which products can't be returned as unsuitable?
Where a product has been made to measure, or personalised for you, or with a protective seal, we’re unable to refund or offer an exchange – unless it is faulty.
The following products won’t be eligible for exchange or refund (unless faulty or not as described):
- Products which you received over 14 days ago.
- Products which have been opened and/or their protective seals removed and cannot be returned for hygiene reasons.
- Products that contain your personal data or have been manufacturer-registered.
- Computer software codes that have been redeemed or activated, or computer software that has been opened.
- Products that have been combined with other goods after delivery so that they become inseparable.
- Where a product has been personalised for you 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, such as made-to-order canes and walking sticks, 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
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, or a manufacturer's warranty, which is indicated in the product description on the shop.
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 and expires 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 (and is not extended to August 2023). This is standard practice with manufacturers.
Return postage costs
Items being returned as unsuitable; postage costs are the responsibility of the customer.
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 high value item, we recommend returning it to us by 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 Articles for the Blind up to a maximum value of £46. If your return is lost in post, you will need to contact the carrier and follow their claims procedure.
We will not reimburse postage costs for unsuitable or unwanted item returns.
Cancelling or amending your order
Cancellations or amendments cannot be made between placing your order and receiving your parcel; this includes address changes and adding or removing items.
How to return a product
On receipt of your goods, please ensure you open the packaging carefully and keep hold of it until you're sure that you are keeping the item.
Please ensure you return the item within 14 days to ensure there are no delays processing your refund. If able:
- Complete 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 contact our Helpline on 0303 123 9999.
Not following these steps will cause delays in processing your return. 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 and the product may be returned to you or a partial refund offered.
How to contact RNIB Helpline
Phone: 0303 123 9999
Email: [email protected]
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