Refund and Returns Policy

At Mobility Matters we want our customers to be completely satisfied with their purchase.

We therefore recommend you read our refunds & returns policy prior to you making a purchase online, so you are familiar with our policy on refunds & returns and your rights under the Australian Consumer Law.

We also recommend you immediately inspect any goods that we deliver to you or that you collect from our stores, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

If you have any questions about this policy, please contact Mobility Matters.

About our Refund & Returns Policy

This is the Refund, Repair and Return Policy of Mobility Matters, and applies where you make a purchase online from

If you wish to view the refund & return policies of Mobility Matters, please contact or visit the Mobility Matters store closest to you for details..

Change of Mind

Please choose carefully as refunds are not normally provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order. Mobility Matters has a restocking fee for such items of 20% of the original purchase price of the items. Any freight charges will be the responsibility of the purchaser and all goods are subject to stringent examination by Mobility Matters management prior to any items being returned.

Consumer Guarantees and Your Rights under the Australian Consumer Law

Refer to Consumer Guarantees for more information.

Goods Damaged in Transit

If any goods arrive damaged, please contact Mobility Matters as soon as possible. Mobility Matters will arrange to have the damaged goods returned to the closest Mobility Matters store and either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals.


Refunds will be processed by Mobility Matters and will normally be processed within 3 days.

Delivery Charges

Where Mobility Matters considers the goods to have breached a consumer guarantee, any shipping costs to return the goods to a Mobility Matters store will be at Mobility Matters cost.


You may return goods we have delivered to you by mail by contacting Mobility Matters .

You may also contact or attend the Mobility Matters store where you collected your goods, or where your goods were despatched from, and a Mobility Matters staff member will assist you with any return. This may include inspecting the goods, arranging for the goods to be sent for repair, or providing you with a replacement.

Goods must be returned within a reasonable time. This timeframe may vary from product to product and may depend on the type of product you purchased and the price you paid.

If any goods cannot be easily returned to a Mobility Matters store, due to their size, the fault or because they have been affixed or installed in your premises, please contact Mobility Matters and we will arrange an inspection of the goods.

Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability and incorrect fault description.

You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may provide you with an indicative fee, which fee may vary due to reasons beyond our control.

Contact Us

Where you have any questions or concerns relating to your order, please immediately contact Mobility Matters.

Mobility Matters Refund & Return Policy