Change-of-Mind Returns (7 Days)
We offer a 7-day return period. To be eligible, the item must be unopened, unused, and in its original sealed packaging.
Condition Policy:
Once an item is opened or assembled (e.g., Lift Chairs), it cannot be resold as new. Therefore, we do not accept returns for products that have been unboxed or used.
- Request must be made within 7 days of delivery.
- The customer is responsible for arranging and paying for return shipping.
Restocking Fees
A 25% restocking fee applies to all change-of-mind returns. This fee is deducted from your total refund amount.
Why? For large items like Lift Chairs, we often subsidize shipping (charging $50-$100 while actual costs range $100-$300). This fee covers administration, handling, and initial shipping subsidies.
NDIS Orders
For NDIS participants, we strongly recommend a trial/assessment before purchase to ensure the equipment meets your goals.
If a return is requested, we will coordinate with your Plan Manager. The same 25% restocking fee and return shipping rules apply to NDIS funded orders.
Damaged or Faulty Items
If a product is faulty or not as described under ACL:
- Contact us immediately with photos/videos.
- Restocking fees do not apply to genuine warranty claims or major failures.
- We will cover return freight costs for confirmed faulty goods.
Non-returnable Items
For hygiene and safety, we cannot accept change-of-mind returns on:
- Opened personal care/hygiene items (cushions, bathroom aids).
- Custom-configured products.
- Sale/Clearance items.
Refund Process
Once the return is inspected and approved, the refund (minus the 25% fee) will be processed to your original payment method within 10 business days.
Email for approval: info@directmobility.com.au
