Refund policy

Change of Mind

Unopened, unused items in original packaging may be exchanged within 30 days of delivery. A 15% restocking fee applies, and the customer covers freight both ways. Change-of-mind requests are exchanges only — not refunds. Sale items are excluded.

Faulty, Damaged, or Incorrect Items

Contact our customer service team as soon as a fault is noticed, with photos and/or video of the issue. For a smooth, fully-covered claim, report within 10 business days of delivery — we pay all freight and will repair, replace, or refund at no cost once the fault is confirmed. Claims made later remain covered under your Australian Consumer Law rights; get in touch and we’ll resolve it.

Manufacturer Warranty

Mobility items carry a 12-month manufacturer warranty on the frame. Wear parts — castors, wheels, brakes, handgrips, handles, crutch cuffs, armrests, seats, backrests — and rust are not covered by this warranty, as they are expected to wear with normal use.

Your Rights Under Australian Consumer Law

The guarantees above are in addition to, not instead of, your rights under the Australian Consumer Law. Goods must be of acceptable quality and fit for purpose; these rights cannot be limited by any policy or time window.

How to Return an Item

To initiate a return or exchange, contact our customer service team via our contact page. We recommend using a trackable shipping service — we are not responsible for lost or damaged returns sent by non-traceable postage.

This policy is subject to change without notice.

We reserve the right to refuse returned items if they do not comply with this policy. Refused items will be returned to you, and additional postage will be charged.

PLEASE NOTE: No exchanges or returns are offered for sale items.