Refund policy
Refund & Return Policy
Direct Mobility Australia
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.
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