Returns, Warranty and Consumer Rights
Your rights when purchasing mobility equipment, including returns, warranties, and what to do if something goes wrong.
What is your return policy?
We offer a 30-day return policy on unused items in their original packaging. Contact us via live chat or email to arrange a return.
What if my wheelchair arrives damaged?
Contact us immediately with photos of the damage. We will arrange a replacement or full refund at no cost. Do not dispose of the packaging as the freight carrier may need to inspect it.
Do wheelchairs come with a warranty?
Yes. All wheelchairs come with the manufacturer warranty, typically covering the frame for 12-24 months and components for 6-12 months. Warranty terms are listed on each product page.
How do I make a warranty claim?
Email us at info@mobilityconcierge.com.au with your order number, description of the issue, and photos. Most claims are resolved within 5-10 business days.
Can I get a refund to my NDIS funding?
Self-managed: Refund goes back to you and you reverse the claim in the myplace portal. Plan-managed: We issue a credit note to your plan manager who processes the reversal.
What if the wheelchair does not fit properly?
Contact us to discuss options. We may arrange an exchange for a different size. If the product does not match OT specifications, we arrange a full return.
Are replacement parts covered under warranty?
Wear-and-tear items like tyres and upholstery are generally not covered. Defective parts that fail under normal use within the warranty period are covered. Browse replacement parts.
What consumer rights do I have?
Under Australian Consumer Law, you are entitled to a repair, replacement, or refund if a product has a major fault, does not match its description, or is not fit for purpose. These rights apply regardless of warranty period.
Can I exchange for a different model?
Yes, within 30 days if the original is unused and in original packaging. Return the first item and place a new order. We will charge or refund any price difference.
How long do repairs take?
Simple component replacements take 3-7 business days. Full unit replacements take 5-14 business days depending on stock and location.