Refund policy

Our policy lasts 7 days. If you receive your order and are not satisfied with it during the first 7 days, you are entitled to REQUEST a refund/exchange. Please read our entire refund policy to confirm eligibility before reaching out. Refunds are subject to approval.

If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Refunds are not applicable if you have received your order and have changed your mind, purchased by mistake,had a change in your personal circumstances or sizing issues where a product is not faulty. Like all purchases it’s imperative you make your own enquiries about the suitability of a product BEFORE purchasing. We do not offer free trials or buy back used products.

Refunds are only available if your product arrives not as described, or if it never arrives.

To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging.

There are certain situations where only partial refunds are granted or refunds are refused:

1) Items Not in Original Condition: If an item is returned not in its original condition, packaging, is damaged, or has missing parts not due to our error, we are unable to provide a refund. It is crucial for items to be returned in the same condition as they were received to qualify for a refund. 

2) Health and Hygiene Concerns: Due to the health-sensitive nature of some of our products, items that cannot be resold due to health and hygiene reasons will not be eligible for a refund. This includes, but is not limited to, portable toilets/commodes and toilet seats, especially once they have been used or worn. Our commitment to ensuring the safety and wellbeing of all our customers necessitates this policy.

3) Products with defects or products that arrive damaged are replaced not refunded. Refer to exchanges below.

4)  Sale items are non-refundable and cannot be returned or exchanged. All discounted or clearance items are considered final sale and are not eligible for refunds, returns, or exchanges unless the product is faulty. In the case of a manufacturing defect, our standard warranty and repair/replacement policy will apply. Please carefully review product details before purchasing sale items.

Nothing in these Terms attempts to modify or exclude the conditions, warranties and undertakings, and other legal rights, under the Australian Consumer Law (Consumer Law Rights). In Australia, our goods and services come with guarantees which cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Any and all other warranties or conditions which are not guaranteed by the Australian Consumer Law are expressly excluded where permitted, except to the extent such warranties and conditions are fully expressed in these Terms. 

REFUNDS 

Prior to you returning your item, we will require you to contact us via the contact us page with the subject line “Refund” - you can visit this page through our website by clicking on the “Contact Us” link in the header.

If your order is eligible for refund, we will give you a unique returns code and require you to return your item by post only to 24 Church Street, Paddington, NSW, 2021, Australia. DO NOT RETURN WITHOUT THIS CODE YOUR ITEM MAY NOT BE RECEIVED OR MAY BE REJECTED.

Once your return is received and inspected, it will be scheduled to be sent to the warehouse for final inspection. We will send you an email to notify you that we have received your returned item once it is scanned into the warehouse. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days, less the applicable restocking fees and postage costs incurred by us for your item or store credit at our discretion. 

Your postage costs will vary depending on where you are located. Delivery and return fees are charged when returning products even for products that advertised free delivery as they still incurred costs. Products returned to Mobility Delivery incur a 30% restocking fee.

Commercial & Business Use Exclusion

Our refund, return, and exchange policy applies strictly to products purchased for personal, domestic, or household use. Products purchased for commercial, business, institutional, or resale purposes are not covered under this policy.

For business or commercial purchases, all sales are considered final unless the item is defective under applicable Australian Consumer Law.

Cancelled Orders

If you want to cancel an order reach out to our team quickly and provide the relevant information. Orders cannot be cancelled once they have processed or are on their way. A 15% cancellation fee applies to cover card processing and transaction costs. 

LATE OR MISSING REFUNDS 

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, as it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us via the contact form.

Exchanges, Defective or Damaged Items

We only REPLACE items if they are defective or damaged through no fault of your own. If you need to exchange it for the same item, send us an email via the contact form. 
Exchanges for different products are based on the prices at the time of the initial sale and will result in restocking fees and applicable shipping fees. Products of lower value result in issuance of Mobility Delivery Store Credit.

If you wish to exchange an item, please contact us via the contact form on our website. We will provide you with further instructions and inform you about any additional costs associated with the exchange. 

Shipping

To return your product, you should only post or courier your product to either of the following addresses, depending on your specific return situation:

Address 1:
24 Church Street, Paddington, NSW, 2021, Australia

Address 2:
Our warehouse P.O. Box (we will provide the specific details if applicable to your return).

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping and the restocking fee will be deducted from your refund.