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Frequently Asked Questions

Here are the most commonly asked questions about our products and services. Individual product manuals can be found on product pages on the 'Documentation and Downloads' tab.

Still can't find what you're looking for? Contact us.

How long will my order take to arrive?

Please see our Delivery Information page.

Can you ship items out of the UK?

For shipping outside the UK please contact us on +44 (0) 1775 711 977 option 1 or email info@visionaid.co.uk. Please note that VAT exemptions may not apply.

What is your returns policy?

We offer a 14-day returns policy as standard, OrCam devices come with a 30 day returns period. Prior to returning your solution, you must phone our support team on freephone: 0800 002 5555 option 3 to obtain a returns number. Goods must then be returned in their original packaging with the original Delivery Note and Returns Note enclosed. We do not refund the outward carriage charge nor do we pay for the cost of return. Please see our Returns & Refunds page for more information.

What happens if my item is damaged or faulty?

In the unlikely event you receive a faulty or damaged item we will collect it, handle all delivery charges, and either provide a refund or a replacement product. Please contact us on freephone: 0800 002 5555 option 1 or sales@visionaid.co.uk as soon as possible after receipt of the item to make a valid claim.

What payment methods do you accept?

We accept most major credit and debit card payments, sadly AMEX payments are not supported at this time. Payment can also be made via bank transfer or for those who prefer more traditional payment methods, we're also happy to accept cheques.

For business orders we can offer credit terms subject to approval, please contact us on freephone: 0800 002 5555: option 1 for more information.

For purchases over £600 we are pleased to partner with DivideBuy to offer interest-free credit, for up to 12 months, subject to approval.

For more information please see our Payment Options page.

What happens once I have placed my order?

You will be sent a confirmation email with a summary shortly after confirming your order. If you do not receive one within a few hours, please contact us.

We will then send you an invoice and contact you with any special delivery requirements.

Need assistance? The VisionAid Support Team are here to help!

VisionAid believes in offering the best customer service and support available. Our support staff can be contacted by phone, email or we can set up web-assistance. As well as contacting a member of our support team, please browse some of our most frequently asked questions below.

The VisionAid Support Team are available Monday-Friday, 9am to 5.30pm, Please email support@visionaid.co.uk or call us on freephone: 0800 002 5555, option 3.

How can I contact VisionAid Technologies?

Complete our Contact Form here.

Please email us at info@visionaid.co.uk

Call us on freephone: 0800 002 5555

Opening hours are Monday - Friday 9am - 5.30pm

We do not have a shop here in Spalding but, you're welcome to make an appointment to come and visit our offices.

Useful organisations/Support/Grants:

Below is a list of organisations which you may find useful:-

Turn 2 Us - Grants info

https://www.turn2us.org.uk/About-Us/News/Grants-for-people-with-a-visual-impairment 

Scope - Employment

https://www.scope.org.uk/employment-services/support-to-work/ 

RNIB

https://www.sightadvicefaq.org.uk/ 

Macular Society - Becoming a member

https://www.macularsociety.org/get-involved/beat-macular-disease/membership/ 

Access to Work - Assistance with work related requirements

https://www.gov.uk/access-to-work 

DSA - Students

https://www.gov.uk/disabled-students-allowance-dsa 

EHCP - Children with a learning difficulty/VI

https://www.gov.uk/children-with-special-educational-needs/extra-SEN-help 

NHS - Referrals

https://www.nhs.uk/conditions/vision-loss/