Terms And Conditions

What are the postage and handling guidelines? 

Vision Store is committed to a high standard of service, so we aim for short delivery turnarounds wherever possible. We endeavour to dispatch orders received during standard business hours on the next business day (subject to availability). 

Most items should be delivered within 20 business days after the item has been dispatched from the warehouse in Sydney, Australia. Once dispatched, the items ordered are in the hands of our delivery agent and are airfreighted to New Zealand. If you have not received your delivery within 20 business days of your order, please check your tracking information for updates or contact BLVNZ Email [email protected] or telephone 0800 24 33 33.

All orders will receive a tracking notification via email once the item has been dispatched from our warehouse.

For all standard orders under 22 kilograms there is a flat rate postage, packing and handling fee of $20.00NZ (+GST) to anywhere in New Zealand.

Further postage charges for orders that weigh more than 22kg will apply. This will be calculated at checkout.

When we send your products, the package will include a 'dispatch note' with the details of the contents. It is really important to please check this against the actual contents of the package and alert us immediately (within 7 working days) of receiving the order should there be any discrepancies.

What payment methods do you accept online?

Online payment for products can be made by Visa, Mastercard or AMEX. Prices shown are in New Zealand dollars.

How do I access support through the Pearson Fund?

To access the Pearson Fund, if you are a client of BLVNZ, you need to contact them at 0800 24 33 33 or [email protected]. They will provide you with the current subsidy discount codes available. Once you have the code, you can use it to purchase eligible products from the joint venture BLVNZ/VA online store. The Pearson Fund is designed to provide financial assistance to BLVNZ clients get access to subsidised products.

How can I get a copy of my Tax Invoice?

If you would like to obtain a copy of your receipt or invoice you may do so by contacting BLVNZ. Please remember to include any details that will assist with your enquiry such as your name, date of purchase, shipping address and items ordered.

Can I update or change my order?

We endeavour to send your items to you as quickly as possible so unfortunately once your order is submitted, it is not possible to make any amendments.

Faulty Goods Returns Policy

Vision Australia is committed to customer satisfaction. At Vision Australia’s discretion we will replace or repair any products you have purchased from us which are faulty, wrongly described or perform differently from the demonstration shown and are within their warranty period. To start your returns process, please contact Blind and Low Vision New Zealand (BLVNZ) in the first instance. BLVNZ will liaise with Vision Australia to provide the best solution for you.

BLVNZ can be contacted:
Email [email protected]
Telephone 0800 24 33 33.

What are the delivery charges for a return?

After assessment, if it is confirmed that goods have breached a consumer guarantee under New Zealand Consumer Law, any shipping costs to return the goods to Vision Store will be at Vision Store’s cost. If the goods have not breached a consumer guarantee under New Zealand Consumer Law, any shipping costs to return the goods to Vision Store will be paid for by the customer.

How will refunds be made?

Refunds for all purchases will be made using the customer’s original payment method.

In the instance of bundle offers, all items within the bundle must also be returned or the value of the unreturned items will be deducted from any available refund.

What is your Consumer Guarantee?

If you believe an item is faulty, you may have rights to a remedy under New Zealand Consumer Law. These rights are not limited by a defined time frame.

However, New Zealand Consumer Law does recognise that the relevant time period may vary by product, depending on the nature of the goods, the price paid and any representations made about the goods.

Our goods come with guarantees that cannot be excluded under New Zealand Consumer Law.

For major failures, you are entitled to choose a refund or replacement. If a failure with the goods does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods. You may also be entitled to compensation for any other reasonably foreseeable loss or damage from a failure associated with the goods.

Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If there is a major failure with the item, you may choose a refund, exchange or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item) within a reasonable time.

Where an item is damaged through misuse or abnormal use, Vision Australia cannot provide a refund, exchange or repair.

Vision Australia will require satisfactory proof of purchase before providing a remedy under New Zealand Consumer Law.

To start your returns process, please contact Blind and Low Vision New Zealand (BLVNZ) in the first instance. BLVNZ will liaise with Vision Australia to provide the best solution for you.

BLVNZ can be contacted:
Email [email protected]

Telephone 0800 24 33 33

Alternatively, please return to your local BLVNZ branch and our friendly staff will be more than happy to assist.

How can I track my order?

After ordering online, you will receive an email confirmation containing your order details (if you have provided an email address). Once your items are packaged and dispatched from our warehouse, you will receive an email containing the tracking number which you can use to check the status of your delivery.

About Vision Store

Vision Australia’s Vision Store features a comprehensive, curated selection of daily living aids and assistive technologies for people with blindness or vision loss. We source products from around the world and our range is always growing.

For Australian residents, we’ve made it easy to shop online, in store or over the phone. You can trial a selection of our products in a Vision Australia office or book a home visit with one of our professional service providers.

For our New Zealand customers, we’ve partnered with Blind and Low Vision New Zealand (BLVNZ). This partnership offers New Zealand based customers access to a huge range of products through our dedicated online portal. Products can be demonstrated by local BLVNZ staff in your home or at one of BLVNZ’s offices. All products are shipped from Sydney, Australia by airfreight.

Once you’ve placed your order, it is not possible to change it online.

All income generated by Vision Store supports the services of Vision Australia.

This shop is operated by Vision Australia Ltd (ABN 67 108 391 831 ACN 108 391 831).

Our assistive technologies and products

Please note not all products that are available in the Australia online store will be available in the New Zealand online store.

A range of living aids and assistive technologies can be viewed and trialled at BLVNZ. Trained service professionals are available to provide you with information and advice, to ensure you make informed choices about the aids and technology best suited to you.

Do I need a username or password?

If you want to purchase a product from our webshop, you have the option of registering an account with us.  A registered account will enable you to use the fast-track checkout and access your order history. If you wish to register, you will be asked to provide your email address and password during the registration process.

You must keep your password confidential at all times, and must not disclose the password or permit anyone else to use your password. Any breach of the Terms and Conditions of Website Use or the Sale Terms by anyone to whom you disclose your password will be treated as if the breach had been committed by you, and will not relieve you of your obligations under these terms. We shall not be liable to you for any loss or damage which may arise as a result of your failure to maintain the confidentiality of your password.

In the event of any failure or error in the operation of a password, or you become aware or suspect that someone has used a password without your knowledge, you should cease using the password and notify BLVNZ.

What are typographical errors?

In the event a product is listed at an incorrect price or with incorrect information due to typographical error (a misprint) or due to incorrect information received from our suppliers, Vision Australia has the right to cancel the order.

Accessibility Statement for Vision Store

Vision Australia is committed to ensuring digital accessibility for people with disabilities. We are continually improving the user experience for everyone, and applying the relevant accessibility standards. Although our goal is Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance, we have also applied some Level AAA conformances.

Measures to support accessibility

Vision Australia takes the following measures to ensure accessibility of Vision Store:

  • include accessibility as part of our mission statement
  • include accessibility throughout our internal policies
  • integrate accessibility into our procurement practices
  • appoint an accessibility officer and/or ombudsperson

provide continual accessibility training for our staff

  • assign clear accessibility targets and responsibilities
  • employ formal accessibility quality assurance methods.

Conformance status

The Web Content Accessibility Guidelines (WCAG) define requirements for web designers and developers to improve accessibility for people with disabilities. It defines three levels of conformance: Level A, Level AA, and Level AAA. Vision Store is fully conformant with WCAG 2.1 level AA. Fully conformant means that the content fully conforms to the accessibility standard without any exceptions.

Additional accessibility considerations

Although our goal is WCAG 2.1 Level AA conformance, we have also applied some Level AAA conformances. Our success criteria includes images of text are only used for decorative purposes, re-authentication after a session expires does not cause loss of data and some videos have sign language interpretation.


We welcome your feedback on the accessibility of Vision Store and products. Please let us know if you encounter accessibility barriers or have any suggestions about how we may improve our product range. Email [email protected].
For any feedback regarding services you receive in New Zealand, please contact BLNVNZ Email [email protected]
Telephone 0800 24 33 33.

Privacy Policy

Vision Australia Limited ABN 67 108 391 831 (Vision Australia) is committed to respecting the privacy of your personal information collected from our website.

This website Privacy Notice explains our policy for dealing with personal information that we collect through our website under the domain name "visionaustralia.org" (Vision Australia Site) and any subdomains.

Throughout this Privacy Notice, we refer to your "personal information" which means information which identifies you as an individual or from which your identity can be reasonably ascertained. Your home address and home telephone number are examples of personal information.

In addition to reading this website Privacy Policy, please read our Vision Australia Privacy Policy.

Information collected on our website

The information about you which we may collect through the Vision Australia site includes any messages or comments you submit to us via the Vision Australia site. This includes:

  • any details you provide to us as part of a payment or donation process
  • any messages or comments you email us which may include personal information such as your name and email address
  • information collected when you participate in an online survey
  • your email address if you subscribe to our newsletters or mailing lists.

Website tracking

We may collect information about your visit to our site to assist us to measure and improve our website. Examples of information that we collect include: day and time of your visit, whether you have visited our website previously, whether you used a search engine to find us and some geographical information about what country and state/territory/province you are in.

We use analytical web tools such as Google Analytics to collect visitor information so that we can better understand how to improve our products and services for you. One of the primary methods used by this tool is the placement of cookies. Cookies are small information files that an end user's web browser places on their computer when a website is visited. For information on disabling these cookies, please go to the privacy settings section within your browser. In addition to the session cookie, Google Analytics uses other data collection methods such as appending query strings to an image request. We store the data generated by Google Analytics securely and do not share it with third parties.

We also use other external companies for the following purposes:

  • for web hosting services for this website; and/or
  • to gather non-personal information (using cookies) in order to evaluate the website's effectiveness, for example online marketing activities.


We retain the content of any email that you send to us to enable us to provide our products and services, or if we believe we have a legal requirement to do so. Your email message content may be monitored by our employees for security issues including where email abuse is suspected, and our response to you may be monitored for quality assurance issues.

Use and disclosure of information

In addition to providing our products and services to you, we may use or disclose personal information that we collect about you. This may be used:

  • to provide you with promotional information – in accordance with privacy laws – about our products and services
  • for administrative purposes including research, planning, service development, security and risk management
  • where a third party acquires or wishes to acquire, or makes inquiries in relation to acquiring, an interest in Vision Australia, or,
  • to the extent that we are required or authorised by law to do so.

We may also share personal information with our related bodies corporate and with third parties. The types of third parties to whom we may disclose personal information includes:

  • service providers (Vision Australia and BLVNZ) including organisations that provide archival, auditing, body corporate, consulting, debt collection, banking, marketing, advertising, mailhouse, delivery, recruitment, call centre, technology, research, utility and security services
  • Government bodies including courts and tribunals
  • credit reporting agencies and credit referees, in accordance with privacy laws
  • your executor, administrator, trustee, guardian or attorney
  • your agents, such as financial or legal advisers.

We may use and disclose aggregated non-personally identifying information collected through this Vision Australia site as part of our process of constantly improving the Vision Australia Site and Vision Australia's services and products.

How we handle email and "Contact us" messages

Vision Australia may preserve the content of any email, or "Contact us" or other electronic message or form that we receive. Any personal information contained in those messages will only be used or disclosed in ways set out in this Vision Australia Site Privacy Statement.

The message content may be monitored by our service providers or Vision Australia employees for purposes including trouble shooting, compliance, auditing and maintenance, or where email abuse is suspected.

Links to external sites

The Vision Australia site may, from time to time, contain links to the websites of other organisations which may be of interest to you. Linked websites are responsible for their own privacy practices and you should check those websites for their respective privacy statements.


We use a number of mechanisms to protect the security and integrity of your personal information. Unfortunately, no data transmission over the internet can be guaranteed as completely secure. So, while we strive to protect such information, we cannot ensure or warrant the security of any information you transmit to us and you do so at your own risk.

Once any personal information comes into our possession, we will take reasonable steps to protect that information from misuse and loss and from unauthorised access, modification or disclosure.

Direct marketing and your privacy

Unless you opt out, we may contact you on an ongoing basis by telephone, mail, electronic messages (including email), online and via other means with promotional material and offers of products or services that we consider may be relevant and of interest to you. If you do not want to receive such offers from us (including product or service offerings from us on behalf of our agents, intermediaries and/or our business partners) or do not want us to disclose your personal information to our related and group companies and business partners for marketing purposes, you can opt out at any time by emailing [email protected].

We do not use or disclose sensitive information for the purposes of direct marketing.

How do we hold your personal information?

We may hold your personal information in a number of ways, including:

  • in our computer systems or databases, which may involve storing data on storage or computer systems provided by third party suppliers
  • in paper records, and/or,
  • in telephone recordings.

Where it has been collected from our or your agent, or our service providers, they may also hold copies of your personal information.

We may combine personal information we receive about you with other information we hold about you. This includes information received from third parties and information collected for different products and services.

Access to your information

If you wish to request access to any personal information that we hold about you as a result of our information collection practices outlined in this Vision Australia Site Privacy Notice, please contact us. Please provide as much detail as you can about the particular information you seek in order to help us retrieve it. An access fee may be charged to cover our costs of providing the information to you.

Contact details

If you have any questions or feedback about privacy, or wish to make a complaint about the way in which we have handled your personal information, you may contact us as set out below:

Email: [email protected].

Customer feedback is always welcome

How did you find the Vision Australia shop?

Please tell us how you found your recent experience buying a product from a Vision Australia by emailing [email protected].

We will use the feedback to continue to enhance our shop service.

As we are committed to improving out services, your feedback is appreciated. If you have any feedback or suggestions regarding your recent purchase please email [email protected].