The Bionic Eye Return & Refund Policy

Last updated: July 17, 2026

At The Bionic Eye Limited, we ensure your equipment meets the highest standards. Because we specialize in high-performance drones, cameras, and specialized electronics, our return criteria are strictly enforced to maintain safety, aviation compliance, and product integrity. We offer a 14-day return window from the date your tracking history confirms delivery.

1. Eligibility for Change of Mind Returns To qualify for a refund under a change of mind request, the item must be returned in brand new, pristine condition. The item must be unused, unmounted, and untampered with, inside its original, sealed packaging with all factory shrink wrap and security seals intact. If the seal is broken, we reserve the right to apply a Diminished Value Deduction of up to 100% of the refund, as the item can no longer be sold as new. The item must be complete with all original components and the original proof of purchase.

2. Strict Drone and Aircraft Policy We cannot accept change of mind returns on any drone, aircraft, or stabilized camera system that has been powered on, connected to an application, updated, or registered. Once a product's firmware or activation lifecycle has begun, the unit is permanently registered to the consumer, depreciates instantly, and is excluded from change of mind returns.

3. Serial Number Tracking and Fraud Prevention We log unique serial numbers and identifiers of every item. When a return is received, it undergoes a mandatory inspection. A refund is only issued if the returned serial numbers match our outbound logs. Any attempt to return an alternate unit or a stripped product will be rejected, and the matter will be reported to the authorities. You must verify the serial number on the product matches your invoice upon receipt; any discrepancy must be reported within 48 hours.

4. Carrier Redirection If you utilize a carrier portal to alter delivery instructions, redirect the package, or request a drop-off at a third-party point, the risk of loss or theft transfers to you at the moment the courier delivers to that consumer-directed location. The Bionic Eye Limited is not liable for loss at buyer-requested redirection points.

5. How to Start a Return Contact us at info@thebioniceye.co.uk. Items sent without a prior authorized return request will be refused at our warehouse. Authorised returns must be sent to: The Bionic Eye Limited, Bionic House, West Clayton Business Center, Berry Lane, Chorleywood, WD3 5EX, United Kingdom.

6. Return Shipping Costs For change of mind returns, you are responsible for shipping. We require a fully tracked and insured service. For inherent manufacturing defects reported within the 30-day statutory period, we will provide a prepaid label after diagnostic verification.

7. Damages and Defective Items Report physical transit damage within 48 hours with photographic evidence. Inherent manufacturing faults must be reported within 30 days. For malfunction claims, we reserve the right to request telemetry data. If manufacturer analysis confirms pilot error or operator misuse, a refund will be denied.

8. Exceptions and Non-Returnable Items Custom builds, specially ordered enterprise equipment, gift cards, and software are non-returnable. Lithium batteries showing signs of damage cannot be returned via standard post due to safety laws.

9. Statutory Cooling-Off Period For UK and EU consumers, you retain the right to cancel your order within 14 days. This does not override our requirement that items must remain in a condition that allows for resale. We reserve the right to withhold refunds until the goods are inspected.

10. Refunds Process Approved refunds are processed to your original payment method within 10 business days of inspection.