U.K. Returns & Refunds Policy

We strive to achieve the best level of customer service and take pride in the high-quality items in which we stock, and therefore offer a comprehensive returns policy for you to review carefully before purchasing our products.  

In the unlikely event that you should need to return items back to us, we are here to help.

 

Your Rights

The following policies do not affect your statutory consumer rights.

 

How to Process a Return:

Simply complete the table below and send us an email to info@thebioniceye.co.uk as soon as possible detailing the following:-

• - Order Number
• - Product
• - Issue (ideally with image)

 

Return Address:

The Bionic Eye Ltd.
The Atrium
1 Harefield Road
Uxbridge UB8 1HB
United Kingdom

 

Returns Policy & Guidelines

It is important that you review the appropriate policies and guidelines. Failure to do so may result in us being unable to provide you with a replacement or refund. 

The Returns options are as follows:

1. Change of Mind Returns – 7 Days
2. Faulty / Damaged Item Returns – 30 Days
3. Warranty Claims – 180 Days
4. Battery & Consumable Item Returns – 3 Days

You can return your unwanted item(s) for a refund within 7 days of receipt of arrival, subject to the following conditions:

• After 7 days receipt, the sale is considered final, and we will therefore not allow a refund.
• Items must be returned in a resealable ‘as new’ condition, with no damage or faults, except for the outermost seal and/ or clear wrap of which can be removed or cut open.
• You will be responsible for any costs associated with returning your item(s) to us. The purchase price (excluding delivery charges) will be refunded to you (by us crediting your original payment method) once we have received the return item back and confirmed that it meets these conditions.
• Please be aware that you may be charged a re-stocking fee, depending on the size/ amount of product(s) you are returning.

 

Note: We cannot be held liable for any loss or damage in transit. Goods remain property of the customer until received by us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. 

 

1/. Change of Mind / Unwanted Returns (Store Credit) – 7 Days

You can return your item(s) for store credit within 7 days of receipt of arrival subject to the following conditions:

• After 7 days receipt, the sale is considered final, and we will therefore not allow a store credit transaction.
• Items must be returned in a resealable ‘as new’ condition, with no damage or faults, except for the outermost seal and/ or clear wrap of which can be removed or cut open.
• You will be responsible for any costs associated with returning your item(s) to us. The purchase price (excluding delivery charges) will be transferred to you (by us providing store credit) once we have received the returned item back and confirmed that is meets these conditions.
• Please be aware that you may be charged a re-stocking fee, depending on the size/ amount of product(s) you are returning.

 

Note: We cannot be held liable for any loss or damage in transit. Goods remain property of the customer until received by us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. 

 

2/. Faulty / Damaged Item Returns - 30 Days from Receipt

You can return your faulty/ damaged item(s) for a refund within 30 days of receipt of arrival, subject to the following conditions:

• After 30 days of receipt, the sale is considered final, and we will therefore not allow a replacement or refund.
• We will not issue a replacement or a refund for item(s) returned to us which are found to be in good working condition or have failed due to user error/ lack of knowledge, used incorrectly, is out of spec, has been damaged in a crash/ any other way by the user. If items received in this state, they will be returned once shipping has been paid, and there may be additional charges for diagnostics.
• Please provide photographic evidence of any issues/ faults/ damage upon completing your refund notification email.
• Occasionally we may need the manufacturer to determine if the item is faulty. Please therefore bear in mind that it could take additional time to investigate and process your refund or replacement.
• Replacement items will not be sent/ refunds will not be issued until the returned goods have been received and inspected by our Support Team. Once the damage/ fault has been identified as our own/ manufacturer’s cause, we will cover shipping costs, both ways.
• Please inform us of items that have been damaged during delivery, within *24 hours of receipt so we can make the appropriate claims. Parcels that are delivered and show signs of damage must be signed for as damaged with the delivery agent.
• Please be aware that you may be charged a re-stocking fee, depending on the size/ amount of product(s) you are returning.

 

Note: We cannot be held liable for any loss or damage in transit. Goods remain property of the customer until received by us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

 

3/. Warranty Claims - 180 Days from Receipt

For manufacturing faults, we offer 180-day warranty from the day of receipt of arrival.

After 180 days, the sale is considered as final, and we will therefore not allow back items for repair or to issue a refund.  

The item will be repaired or replaced subject to the following conditions:

• The warranty claim may need to be authorised by manufacturer.
• We may require trouble shooting to be performed by the customer or ourselves.
• If the warranty claim is approved, we will cover shipping costs, both ways.

 

4/. Lipo-Battery & Consumable Item Returns - 3 Days from Receipt

It is extremely important that you inspect and test for dead cells upon receipt.

Whilst most items follow our standard returns policies and guidelines, please note that items such as Lipo-Batteries differ due to their consumable status.

You have 3 days from receipt of arrival to notify us of a faulty or damaged Battery or consumable item. After 3 days of receipt, the sale is considered final and we will therefore not allow a replacement or refund.

 

International Returns

Please note that this Policy does not apply to Business to Business (B2B) or International customers, where returns are reviewed on a case-by-case basis, and are at the discretion of The Bionic Eye.

 

Fraud

Please be aware that we make checks to protect us from fraud and to ensure the items returned to us are the items we sent out, and not from another seller. If fraud is suspected, it may be reported to the relevant authorities.