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Returns and Refund Policy

This policy sets out the returns policy for goods or services purchased through the online store operated by VisionAid Technologies Ltd.

1.    To be eligible for a return, your item must be in the same condition that you received it, and it must be in the original packaging.

2.    Other types of services cannot be returned for a refund, for example where the service begins as soon as you make the payment (e.g. a downloadable software product) or a gift card.

3.    Under the Consumer Contracts Regulations, if you change your mind about a purchase you have made within 14 days (30 days for all OrCam devices) after the date of delivery, you are entitled to a full refund of the original purchase price for the goods or services you wish to return, and the original postage and packaging charges made. You will not be entitled to a refund of the cost you incur in returning the item to us.

4.    If the item you purchased was faulty or did not work properly, or you think the item was not as described in the item description, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction.

5.    Where you would like to return a physical product you have purchased, you must contact us before to let us know that you wish to return the item before doing so. To obtain a refund for a non-physical product (like training) please contact us for further information about how this can be done. Please call freephone: 0800 002 5555 option 3 to speak to a member of the team, stating the reason for the return, you will then be given an RMA number (return merchandise authorisation).  

Please include the RMA in your return, failure to do so may cause delays once the item(s) have been received.  It is advised that item(s) returned are done so via Royal Mail Signed for service, Royal Mail Special Delivery or other courier service so that you are able to track the return. 

6.    Once your return is received and inspected, we'll contact you to let you know. Providing a physical product, its packaging and all accessories are in new condition, we'll be happy to fully refund the product. We will credit your original method of payment within 5 working days. 

7.    If the product, it's packaging or accessories are not in as new condition (or something is missing) we'll inform you of the issue. If this has reduced the value of the item, we may then have to reduce the refund to cover the costs to return the unit to a saleable condition.

8.    If you haven't received a refund yet, where we have told you we have issued one, please check your bank account or card statement to make sure it hasn't been received and then contact your bank, some banks or card companies take a number of days to credit your account.

9.    If an item you purchased was purchased with a discount, then we will only refund the discounted amount that you paid (and not the amount the item was listed for).

Updated 2022-09-09