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Consumer Law, Returns and Refunds

Consumer Guarantees

Mobility Matters will provide a remedy for any failure to meet one or more of the Consumer Guarantees set out in the Australian Consumer Law.

Mobility Matters may choose whether to remedy any minor problem relating specifically to the Consumer Guarantees with a replacement, repair or refund.

The customer may choose whether to remedy major problem relating specifically to the Consumer Guarantees with a

"Failure", "minor" and "major" are defined in the Australian Consumer Law.

Change of Mind Policy

Mobility Matters' Change of Mind Policy is published on our website at

The Change of Mind Policy applies to any request to return an item for a refund which does not relate to a problem covered by the Consumer Guarantees. The Change of Mind Policy only applies to items purchased from stock and does not apply to special orders, including but not limited to non-stock items, NDIS sales, DVA sales, workshop jobs or customised products.

The Change of Mind Policy does not apply to pillows, continence products, bracing, wearable items and any other item where restocking may compromise personal hygiene.

Mobility Matters reserves the right to exclude further categories of products and services from the Change of Mind Policy by publishing these on its website from time to time.

Requests to return items for a refund under the Change of Mind Policy must comply with the following:

  • the item Change of Mind Policy applies to the item/sale type;
  • the request must be made in person within five working days of receipt of the item;
  • a restocking fee of 20% will apply to all returns under the Change of Mind Policy;
  • the item must be in the original packaging and in 'as new' condition; and
  • the condition of the item and its packaging are assessed and determined by Mobility Matters to be in 'as new' condition.

The Change of Mind Policy does not create terms and conditions of sale and may be withdrawn from application to future sales at any time by the publication of a notice to this effect on our website.

The Change of Mind Policy does not create any legal or other obligations upon Mobility Matters but Mobility Matters other than to apply the policy to all applicable requests for a refund.

Online Purchases

You must 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.

You must notify Mobility Matters of any items damaged in transit immediately. 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.

Mobility Matters normally processes approved refunds within 3 days.

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 employee 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.

Return of items purchased online must occur 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

Please contact Mobility Matters should you have any questions or concerns relating to your order.