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Terms and Conditions

VisionAid Technologies Ltd

Bridge Lodge
Spalding Common
PE11 3AU

Tel: 01775 711 977
Fax: 01775 769 043

Email: sales@visionaid.co.uk

Office hours: Monday - Friday (9am-6pm GMT)

VAT Number: 676 9971 54

Company Registration Number: 3167396 

UK Customers

There is no delivery charge for standard UK consumer retail orders which are shipped through the Articles for the Blind Scheme. Articles for the Blind recorded deliveries require a signature upon delivery.

Low vision products that are shipped by courier will require a signature prior to release from the courier.

Where products are purchased after an in-home / at work / at school demonstration there will be no delivery charge.

Selected products such as lights, monitors and monitor arms will require a delivery charge. This will be added at the discretion of VisionAid Technologies Ltd.


The first price shown for each product is the price excluding VAT. Price in brackets is including VAT at 20%. 

In the unlikely event that an incorrect price is shown on visionaid.co.uk, we reserve the right to pause the transaction. The customer will be informed by telephone, email or post of the correct price of the item(s) ordered and given the option to either continue with their order if they so desire or to obtain a refund for the amount originally received for the particular items. 

VAT Exemption

Whether you are eligible for VAT exemption will be determined by the regulations from Her Majesty’s Revenue and Customs.

HMRC states that “Customers with a physical or mental impairment which has a long-term and substantial adverse effect upon their ability to carry out everyday activities” will be eligible for zero-rated VAT providing that the goods are for their personal or domestic use and the goods and services are eligible to be supplied at the zero rate. Low vision aids are included in the outline given under:

Technical aids for reading and writing, which are designed exclusively for visually impaired people, for example, video magnification equipment capable of magnifying text and images.

It is a criminal offence to claim VAT exemption if you are not eligible. 

Online payment 

All transactions will be processed by SagePay, which authorises a secure online payment system. 

Card and transaction information is not kept by VisionAid Technologies Ltd and consequently will not be shared or disclosed and will only be used to process orders. 

Debit card payments can be made using Visa, Visa Electron, Maestro, Solo, Mastercard, Delta and JCB. 

Returns Policy

Missing, Wrong, Faulty or Damaged goods 

If a product is found to be missing, wrong, faulty or damaged upon receipt, VisionAid Technologies Ltd must be notified within 48 hours of delivery by phone, so we can either arrange a convenient collection of the wrong/damaged/faulty goods or ask you to send the goods back via first class post (please note: we are unable to refund special delivery costs). Once the items have been received back to our depot (at the above address), we will replace the damaged or faulty item within 2-7 working days, stock permitting. Missing, damaged or faulty goods brought to our attention after this 48 hour time period will remain charged for. 

If you have received a damaged or faulty item, we may request that you send the product back to us at the address above. We will replace the damaged or faulty item for you within 2-7 working days from receipt of return. However, if you no longer require the item at this point, we will refund the cost of the product (excluding any special delivery charges) you may incur to send the items back to us. 

Please Note: If you have received an incorrect, damaged or faulty item, we may ask you to send the item(s) back to us, before we can send any replacements out. Should you require a product sooner than you are able to send the incorrect product back to us, we will take a re-payment for the full amount of the product, which will be refunded upon receipt of the incorrect item back to our premises. 

Cancellations: If you place an order with visionaid.co.uk and then decide that you would like to cancel the order, please notify visionaid.co.uk by phone or email as soon as possible. If the order has not been dispatched the total amount refunded. If the item has already been dispatched, please return the item back to visionaid.co.uk at the address above at your own cost. Upon receipt, the goods will be checked and if found to be in the condition that the items left us in, the amount of the item(s) (minus a 20% handling charge - at the vendor's discretion) will be refunded back to the card used for payment.

Refunds from credit cards will not include the credit card surcharge amount.

Unwanted Items: If you receive your order and decide that you no longer require it or that it is not suitable, you must notify VIsionAid Technologies (via phone, email or in writing) within:

1). 14 days of the delivery for private purchase
2).  7 days of the delivery for a business purchase

You will then be issued with a returns number which must be included with the product being returned. The items being returned must be in new condition in their original, undamaged packaging. Please ensure units are packaged correctly to avoid damage in transit. Please call us if unsure how to pack a particular item.

Once the items have been received and checked a refund will be issued. If the items and packaging are in new condition, a full refund will be issued. If the items are not in new condition a restocking fee of up to 20% may be charged (although this is rare!).

VisionAid Technologies Ltd does not cover / refund the cost of items being returned. Business customers are advised to use their own couriers to organise return shipping ensuring the returned items are insured for a suitable sum in case damage occurs during transit.

Refunds from credit cards will not include the credit card surcharge amount.

visionaid.co.uk operates all other refunds at the discretion of the management team. 

Website Security 

The customer should see a golden padlock on the bottom right-hand side of their browser when going through the payment process with VisionAid.co.uk, which means that your private details are secure. 

VisionAid.co.uk is SSL secure certified.

Where do we deliver? 

VisionAid.co.uk currently only delivers products nationally to all mainland addresses in England, Wales, Scotland and Northern Ireland. By accepting these terms and conditions you realise that the FREE DELIVERY only covers Monday-Friday deliveries to mainland England, Wales, Scotland and Northern Ireland addresses. Unless the item is shipped via Royal Mail in which case Saturday delivery may be applicable. 

Delivery Times 

VisionAid.co.uk offers a fast UK delivery service to Northern Ireland, Scotland, Wales and England. Orders will be processed as quickly as possible in relation to the items requested. 

Normally products are delivered within 1-7 working days from receipt of payment (with the exception of queried items), so products delivered within the UK should be received within 7 working days.

If your order has not been delivered within this time frame, you agree to contact visionaid.co.uk via phone or email (at sales@visionaid.co.uk)  in order to follow up your order. If it has been found that a delivery attempt has been made via post or courier, and the items have been returned to VisionAid Technologies Ltd due to them being undeliverable (incorrect address given or no one present at address at time of delivery), an additional re-delivery charge of £30 may be applied before the items are re-sent.

Orders over the value of £500 may take slightly longer than 7 working days to be delivered. Please get in touch on + 44 (0)1775 711 977 for more specific delivery times of larger orders, as we are able to work to deadlines! 

Please Note: Saturday deliveries can be arranged to mainland England, Wales and Scotland at an extra cost of on top of any other delivery charge stated in the shopping cart – this will be dependent on the weight and size of the product. Please call us on 01775 711 977  (9am-5pm Monday to Friday) before placing your order for instructions regarding extra payment. 


Once a training session has been scheduled, if the user wishes to cancel it, please contact us and provide a minimum of 24 hours notice. If less than 24 hours notice is provided, then up to 50% of the costs of the session may be charged to the customer due to wasted staff time, travel expenses and lost revenue. 

Complaints/Customer Service 

Email: sales@visionaid.co.uk and we will do our best to investigate and rectify complaints as soon as possible after they are brought to our attention. 

The head-office for VisionAid.co.uk operates from 9am-5pm GMT Monday to Friday. The office is closed on all major bank holidays. 

Force Majeure 

visionaid.co.uk promises to exercise every reasonable effort to meet a requested dispatch date. However, visionaid.co.uk shall not be liable for any loss or damage due to delays or failure to ship resulting from any cause beyond its realistic control, such as, but not limited to, compliance with laws or regulations, acts or omissions of the customer, acts of civil or military authority, judicial action, defaults of sub-contractors or suppliers, labour disputes, failure or delays in transportation, weather causing delays, embargoes, wars or riots. 

Privacy Policy 

visionaid.co.uk collects the information submitted by the customer at the time of order not only to process the customer's purchase but also to provide the highest level of customer service possible. We use all information in accordance with the Data Protection Act 1998. visionaid.co.uk will only email marketing material with prior consent from the customer. If the customer does not wish to receive any promotional material they have the option to uncheck the relevant box when leaving details. We do NOT pass on details to third parties. 


Discounts offered by visionaid.co.uk are provided at the discretion of the company. Discounts are only eligible for customers that are VAT Exempt or on products that VAT Exempt.


None of the above terms affect your statutory rights as a consumer. 

These terms and conditions were last updated on 9th April 2018.