Companion Cane Terms
Articles For The Blind Scheme
The Companion Cane can be sent via freepost using Royal Mails Articles For The Blind (hereafter AftB) scheme. This method of postage offers no guarantee or tracking for deliveries. If you would prefer for your purchase to be sent via a tracked courier, please contact us at firstname.lastname@example.org before making a purchase.
Shipping and Delivery Times
Please be aware that we only ship parcels one day a week, on Wednesday. This means that regardless of when you place you order, your item will not be shipped until the nearest Wednesday. For example, if you place your order on Friday, your order will not be shipped until the following Wednesday. From the date of shipment, for untracked orders, please allow up to 10 working days for delivery within the UK and up to 21 working days for international delivery. We aim for all orders to arrive as soon as possible but during COVID-19 and the pressure on the mailing sector, please allow for delays.
Please note that whilst we are able to send the Companion Cane via freepost using AftB, the scheme does not include import duties for international postage. All Traveleyes parcels are sent with delivery duty unpaid. Therefore, any and all customs/import duties are the responsibility of the customer and customers are liable for all custom charges, any handling fees and any return of shipment costs should they refuse to accept a parcel due to any taxes or import duties.
Cancelling or amending orders
Once an order has been placed, we are unable to amend details such as the delivery address, and cannot cancel orders once submitted. If you have ordered a Companion Cane but change your mind after payment, please wait for it to arrive and then return it to us for a refund. For further information about refunds, please check the section below.
Returns for unwanted goods
In line with UK statutory rights, you have the right to ‘cancel’ an order and request a refund for any reason within a 14-day period. We offer refunds on all purchases if we are notified within 14-days of a customer receiving their goods. Items must then be returned to us within 14-days to qualify for a return.
Please return the item(s), at your own cost, within the specified 14-days for a full refund. We also reserve the right to deduct from the value of your refund if your item(s) are returned in a capacity that diminishes the value or use of the item(s), that are not classified as a manufacturing fault and are caused by user product misuse. Please ensure your returns are appropriately packaged to prevent any damage in transit, which may affect your refund. Item(s) must also be returned without any components missing, we are unable to refund for partial products.
Refunds may be refused on the grounds of:
- Products outside of the 14-day return period.
- Products where tags/labels have been removed.
- Products with obvious signs of use prior to return.
If you wish to return an item, please contact email@example.com for a return address and further information on returning your item(s).
Refunds for faulty goods
For refunds on faulty goods, please refer to our product guarantee section below.
All items are guaranteed for 12-months from the moment of purchase, during this time we guarantee products are as described, fit for use, and without faults.
If your item(s) develop a fault within 4-weeks of receipt, please contact us at firstname.lastname@example.org. You may be asked to provide photographic evidence or return the product to us, so we can confirm the fault. Once this has been confirmed you are entitled to either a replacement product or a full refund.
If your item(s) develop a fault beyond the initial 4-weeks and before 12-months since your purchase date, please contact us at email@example.com . We will need to assess whether the product fault is due to wear and tear and/or product misuse. If the fault is not due to the aforementioned reasons, we will offer a full refund or a replacement item.