The Bionic Eye Return & Refund Policy

Last updated: 13 October 2026

This policy explains how to return goods bought from The Bionic Eye Limited. Section A applies to consumers and Section B to business customers. Nothing in this policy affects your statutory rights.

Starting a return

Please contact info@thebioniceye.co.uk with your order number before sending goods back, so we can issue a return reference. Returns should be sent to: The Bionic Eye Limited, Bionic House, Hall Farm, Berry Lane, Chorleywood, Hertfordshire WD3 5EX, United Kingdom.

Please check that the serial numbers on your goods match your invoice and tell us of any difference within 48 hours of delivery. Returned goods are checked against the serial numbers recorded at dispatch before a refund is issued.

Damaged lithium batteries must not be sent by post. Please contact us and we will arrange a suitable return method.

A. Consumers

Cancelling your order. You may cancel within 14 days of the day you receive the goods, without giving a reason. Please tell us within that period, then return the goods within 14 days of telling us. You may handle the goods as you would in a shop to inspect them. If goods have been used beyond that, for example a drone that has been activated, registered, updated, mounted or flown, we may reduce the refund to reflect the loss in value.

Return costs. You pay the cost of returning goods you have cancelled. Please use a tracked and insured service.

Refunds. We refund the price of the goods and the standard delivery charge within 14 days of receiving the goods back, or of receiving evidence that you have sent them if that is sooner. If you chose a faster delivery option, we refund the standard delivery rate. Refunds are made to your original payment method.

Exceptions. The right to cancel does not apply to goods made to your specification, such as custom builds, or to sealed software that has been unsealed after delivery.

Faulty goods. If goods are faulty, you are entitled to a full refund if you tell us within 30 days of delivery. After that, we will repair or replace the goods, and if that is not possible, offer a price reduction or refund in line with the Consumer Rights Act 2015. We cover the cost of returning faulty goods. To help us diagnose a fault, we may ask for flight logs or telemetry. Damage caused by accidents, crashes, misuse or operation outside the manufacturer’s guidance is not a fault.

Damage in transit. Please report any damage within 48 hours of delivery, with photographs, so we can resolve it promptly with the carrier.

B. Business customers

Unused goods in their original sealed packaging may be returned within 14 days of delivery by agreement, at the customer’s cost. Opened goods may be accepted at our discretion, less a deduction for any loss in value. Custom builds and specially ordered equipment cannot be returned unless faulty. Faults must be reported within 30 days of delivery and are handled under the manufacturer’s warranty and any enhanced warranty purchased. Approved refunds are made within 14 days of our inspection of the returned goods.

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