Refund policy
Refund & Returns Policy
Mobility Concierge is committed to ensuring you are satisfied with your purchase. This policy outlines your rights and the process for returns and refunds.
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. 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.
30-Day Return Policy
If you are not satisfied with your purchase, you may return it within 30 days of delivery for a full refund or exchange, provided the item is:
- Unused and in its original condition
- In the original packaging with all tags and labels attached
- Accompanied by proof of purchase (order confirmation or tax invoice)
Faulty or Damaged Items
If your item arrives faulty, damaged, or is not as described, we will replace it or issue a full refund at no cost to you, including return shipping. Please contact us within 7 days of receiving the item with photos of the damage or fault.
How to Request a Return
Email us at mobilityconcierge198@gmail.com with:
- Your order number
- The item(s) you wish to return
- The reason for the return
- Photos (if the item is faulty or damaged)
We will respond within 1-2 business days with return instructions and a return shipping address.
Return Shipping
For change-of-mind returns, the customer is responsible for return shipping costs. For faulty or damaged items, we will cover the return shipping cost.
Refund Processing
Once we receive and inspect the returned item, we will process your refund within 5-10 business days. The refund will be issued to your original payment method. Please allow additional time for your bank or payment provider to process the refund.
Exchanges
If you would like to exchange an item for a different size or model, please follow the return process above and place a new order for the replacement item. We will process your refund for the original item once it is received.
Items That Cannot Be Returned
For hygiene reasons, the following items cannot be returned unless faulty:
- Cushions and seating products that have been removed from their sealed packaging
- Personal care and hygiene products
NDIS-Funded Purchases
If your purchase was funded through the NDIS (either self-managed or plan-managed), the same return and refund policy applies. For plan-managed returns, the refund will be issued to the plan manager who paid the original invoice.
Contact Us
For any questions about returns or refunds, contact us at mobilityconcierge198@gmail.com.