Shipping, Cancellation & Returns Policy

8. Shipping and returns

8.1 Items supplied in accordance with the buyer’s order can only be returned with the express approval of Active Mobility Pty Ltd.

8.2 Freight cost is calculated at checkout and is based on TNT freight charges.

8.3 For hygiene reasons, Active Mobility Pty Ltd is not able to accept the return of some types of goods (lifting slings, any bathing or toileting type of products, cushions, non-slip socks, ramps, beds and mattresses and others).

8.4 Request to return/exchange and refund goods must be submitted in writing within 7 days from the date of shipping and original invoice number must be quoted.

8.5 Where goods are accepted (for credit or refund) they must be delivered at the buyer’s expense into our warehouse. All returned goods must be in brand-new condition, never used or never worn and properly packed in original packaging, unmarked and with original paperwork (instructions, manuals, warranty or others).

8.6 Returned products are buyer’s responsibility until they reach the seller’s warehouse. Active Mobility Pty Ltd will not be responsible for misdirected shipments or products lost or damaged in transit.

8.7 Cancelled orders or incorrectly ordered goods (Size, material, colour and other) will be charged a restocking fee of 20% only applies to stocked items. Non-stock items (Special Orders and Custom Items) cannot be returned.

8.8 Any refund will be in the form of the original payment method used by the buyer.

8.9 Made to order items and customised products (such as cushions, slings, lift chairs, wheelchairs, ramps and others) are non-refundable and non-returnable.

8.10 Active Mobility does not accept returns and refunds for a change of mind, wrong selection, or when a cheaper alternative has been found elsewhere.