Returns & Warranty Policy

We want every client to feel confident when purchasing equipment or accessing our services. This Returns & Warranty Policy outlines how we manage returns, exchanges, refunds, and warranty claims for both our assistive technology products and our clinical services.

Returns for Equipment Purchases

We accept returns for eligible products within 14 days of delivery, provided the item is:

  • Unused

  • In original packaging

  • In resellable condition

  • Free from damage or wear

Some items, such as personal care products, toilet aids, and custom‑ordered equipment, cannot be returned for hygiene or supplier reasons. These exclusions will be noted on the product page.

If you are unsure whether an item is eligible, please contact us before submitting a return request.

Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.

Approved refunds will be processed to the original payment method. Shipping costs are non‑refundable unless the item was faulty or incorrectly supplied.

NDIS plan‑managed and Aged Care refunds will be processed back to the relevant provider.

Exchanges

If you need a different size or product, we can arrange an exchange where stock is available. Customers are responsible for return shipping unless the item was supplied incorrectly or arrived damaged.

Warranty Claims

Most products come with a manufacturer’s warranty, typically covering defects in materials or workmanship.

Warranty claims may require:

  • Photos or videos of the issue

  • A description of the fault

  • Proof of purchase

We will liaise with the supplier on your behalf to organise repair, replacement, or refund depending on the manufacturer’s policy.

Normal wear and tear, misuse, or accidental damage are not covered under warranty.

Damaged or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact us within 48 hours with photos of the issue. We will arrange a replacement or refund in line with supplier guidelines.

NDIS & Aged Care Orders

For NDIS plan‑managed and Aged Care Home Care Package clients:

  • Refunds and returns must comply with your funding provider’s policies

  • Some providers require written approval before a return can be processed

  • We will assist with documentation where required

Self‑managed NDIS clients follow the same process as private customers.

Returns for EP & Physiotherapy Services

Our clinical services (Exercise Physiology and Physiotherapy) are non‑refundable once delivered. However:

  • If you need to cancel or reschedule, please follow our cancellation policy

  • If you believe a service was not delivered as described, please contact us so we can resolve the issue promptly

We are committed to providing high‑quality, ethical care.

How to Request a Return or Warranty Claim

To start a return or warranty request, please contact us with:

  • Your name

  • Order number

  • Product name

  • Reason for return or details of the issue

  • Photos (if applicable)

We will guide you through the next steps.