Returns Policy
1. Purpose and Scope
This Returns Policy sets out the circumstances in which RNIB Enterprises Limited will offer:
- a repair
- a replacement
- a return and partial or full refund (credit)
of goods purchased from RNIB Enterprises Limited by business customers.
Repairs, replacements and returns are accepted only in accordance with this policy or the express terms of the sales contract.
2. Faulty, Incorrect, Damaged or MisDescribed Goods
If goods are received:
- faulty
- damaged in transit,
- shortdelivered, or
- materially different from the specification agreed,
you must notify us within 5 working days of delivery by emailing Keyaccount.Orders.Mailbox@rnib.org.uk with:
- photographs of the damage or defect,
- details of any missing components, and
- the delivery note / order reference.
We will then assess the claim and confirm whether the goods must be returned.
Where a fault arises after delivery and either within the manufacturer's guarantee period or within 12 months of delivery if there is no manufacturer’s guarantee, please email us at Keyaccount.Orders.Mailbox@rnib.org.uk.
If goods are confirmed to be faulty or not delivered in accordance with the contract, RNIB Enterprises will:
- repair,
- replace, or
- give a full or partial refund (credit)
(at RNIB Enterprises’ discretion).
Once a fault is reported, we reserve the right to have a product independently tested, prior to agreeing a suitable resolution and to request additional information or evidence. Where your item needs to be sent to our supplier for assessment and repair, this will increase the turnaround time to complete your return. We will liaise with you to arrange for the item to be shipped to the supplier.
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. Returned goods must be in the condition in which they were received, unless the defect itself prevents this.
If no fault is found the item will be returned to you. You will be charged shipping costs associated with returning the product to you.
Where applicable please disable any security features and remove any personal data before returning the unit back to us.
Refunds and credits will be issued only once:
- goods are received and inspected; and
- any required supplier credit is confirmed.
Refunds will be issued to the original payment method unless agreed otherwise.
- How to return a product
Where RNIB has agreed to a return / replacement, please contact the Key Accounts Team and provide:
- Your order number
- Customer account number
- Reason for the return
- Photos or supporting evidence (required for faulty goods)
Our team will review the information and confirm the next steps.
Before returning goods to us, please ensure all goods are packaged appropriately and securely in suitable sized packaging, so items are protected during transit.
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.
Please ensure all returns are sent to our official returns facility and not to any RNIB offices or premises. Any products sent to RNIB offices or nonreturns locations in error will result in significant delays to any credits or refunds being processed.
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.
- Responsibility for Return and Replacement Costs
The Customer is responsible for:
- all costs of returning faulty or rejected goods, where RNIB have elected to replace the items, and
- ensuring goods are securely packaged for transit.
Where a fault is confirmed, RNIB Enterprises will pay the shipping cost of sending replacement goods.
- Responsibility for repair costs
The Customer is responsible for:
- ensuring goods are securely packaged for transit.
- RNIB will bear all transport costs associated with the repair of faulty goods.
- Goods Not Eligible for Return
Unless faulty or misdescribed, the following goods cannot be returned:
- bespoke, customised or made to order goods;
- consumables (unless defective);
- goods altered, used or damaged by the Customer;
- goods missing components or accessories
- Change‑of‑mind or ordering errors
RNIB does not accept returns for:
Change of mind
Ordering mistakes
Surplus or unwanted stock
Cancellations or amendments (including address changes or adding and removing items) cannot be made between placing your order and receiving your order.
8. Guarantee period
Some items have a specific guarantee period, or a manufacturer's warranty, which is indicated in the product description.
If a replacement unit is provided, 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 2026, and you were sent a replacement unit on 6 August 2026, your warranty is still only valid until 1 April 2026 (it does not extend to August 2026). This is standard practice with manufacturers.
How to contact RNIB
Email: Keyaccount.Orders.Mailbox@rnib.org.uk
Waste from Electrical and Electronic Equipment (WEEE)
WEEE registration number: WEE/MM9210A
