Refund policy

Australian Consumer Law

Products sold by Mobility EXP ABN 87 661 786 821 come with guarantees that cannot be excluded under Australian Consumer Law. Consumers are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. Consumers are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.  

A "major failure" as defined in the Australian Consumer Law broadly is one where a reasonable consumer would not have acquired the goods had the consumer been fully aware of the failure, the goods are unsafe, substantially unfit for purpose or departed significantly from the demonstration model or sample. In this regard you should refer to the Australian Consumer Law.

Consumer guarantees cannot be excluded and are in addition to any express warranty (warranty against defects) you are given.

There may be circumstances where you are not entitled to a remedy. 

For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au 

When will goods be accepted for return?

1. When there is deemed to be a breach of a Guarantee under Australian Consumer Law or other applicable consumer protection laws or regulations; or 
   
   
2. When there is deemed to be a breach of any express warranty given by Mobility EXP or the manufacturer of the goods, and the goods are returned in accordance with the terms of that warranty.

No change of mind returns

Please choose carefully as returns and refunds are not possible where you have changed your mind, made a wrong selection or found the goods cheaper elsewhere. Please carefully review the goods and ask as many questions as possible to decide the goods are appropriate for you before proceeding with your final purchase.

Faulty upon receipt or is not as described

If your item is faulty upon receipt or is not as described, please contact us at your earliest convenience with your proof of purchase as you may return it for an exchange or refund, provided that the goods are returned within 7 days of purchase. Items must be returned with their original packaging and, unless they were damaged prior to you receiving them, they must still be in an unused and saleable condition with original tags attached and/or sealed packaging.

There is no exchange for any “wet” goods purchased e.g. commodes, toileting or bathroom products etc.

Please order Jobst medical compression products carefully because these products are not exchangeable due to health regulations unless it is wrongly shipped by us or faulty on arrival. Please check the product code and description of the product on arrival and notify us by email or phone within 2 working days for wrongly shipped products.

Assessment and condition of goods for acceptable return

Mobility EXP reserves the right to assess the eligibility of goods before accepting them for return. This includes reviewing the condition and age of the goods.

All goods that a customer wishes to be assessed for return must be: 

Please note that it may be necessary for the manufacturer of the goods to inspect the goods in order to assess eligibility for return. Mobility EXP will endeavour to procure such assessment within a reasonable time.

While goods are being assessed, Mobility EXP will not be deemed to have accepted the goods for return.

Non-returnable goods

Other than any remedies under Australian Consumer Law or other relevant legislation, goods which are used in a way or environment that would create OH&S and hygiene risks may not be returned. Government health regulations prohibit return of these items. This includes any goods that may have been soiled or exposed to biological contamination. This also includes but is not limited to goods used for: bathroom & bathing; commodes; toileting; toileting & hygiene slings; stockings & undergarments; pillows, bedding & protectors; continence products; bracing & supports; compression garments; personal kitchen aids; cutlery & crockery. 

Customised or special orders may not be returned

Goods that have been customised or modified to suit the specific needs of the customer or user may not be returned.

Goods that have been purchased in specifically for the customer or user and would not normally be held in stock by Mobility EXP as part of Mobility EXP’s range may not be returned unless upon request Mobility EXP’s supplier accepts the return from Mobility EXP. Mobility EXP will endeavour to procure such acceptance within a reasonable time.

Restocking Fee 

Mobility EXP reserves the right to apply a restocking fee of 20%. The customer will be contacted after the goods have been assessed to advise if the restocking fee applies.

Delivery Charges

Where upon assessment it is confirmed that goods have breached a consumer guarantee under Australian Consumer Law, any shipping costs to return the goods to Mobility EXP will be at Mobility EXP’s cost. If the goods have not breached a consumer guarantee under Australian Consumer Law, any shipping costs to return the goods to Mobility EXP will be paid for by the consumer. 

What happens when your goods are accepted for return?

Subject to any obligation of Mobility EXP at law to the contrary, when Mobility EXP accepts goods for return: 

1. For a failure to comply with a consumer guarantee which is not a "major failure", Mobility EXP may either: 

(a) have the goods repaired or provide an identical replacement; or 

(b) provide a refund of the amount paid for the goods; within a reasonable time. 

2. For a failure to comply with a consumer guarantee which is a "major failure" and cannot be remedied, you may either: 

(a) reject the goods and choose a refund or identical replacement or one of the same type and similar value (if reasonably available); 

(b) keep the goods and get compensation for any drop in value of the goods caused by the failure; or 

(c) agree with Mobility EXP to a repair of the goods; and 

Refunds

If you are entitled to a refund under the ACL, your refund will be issued by credit card, cheque or EFT depending on your original payment method for the goods. No cash refunds will be provided.

Guarantee and Warranties

Many of our products comes with a guarantee or warranty from the manufacture. The extent of this warranty is documented by way of “Written Warranty Statement” provided by the manufacturer with the relevant products supplied to the buyer by Mobility EXP. If the condition of the product is such as it might or would (subject to these terms) entitle the buyer to claim warranty, to reject or reverse purchase order, or to reject the product, Buyer shall first make written request to Mobility EXP to fulfil any applicable warranty obligations. To the extent a valid warranty obligation exists, as determined by Mobility EXP, Mobility EXP shall then be entitled to take corrective actions within 7 business days, including, but not limited to repair or replacement of the product or refund the price paid for the product. If Mobility EXP takes corrective action, then Mobility EXP shall not be liable for any loss or damage of any nature whatsoever arising from and after initial delivery of the product, or the performance of its warranty obligations.

For repair, service and preventative maintenance work performed by Mobility EXP, Mobility EXP warrants its work against defects caused by faulty workmanship or materials for twelve months from the date of service and will repair or, where irreparable, replace the same at its expense. The warranty does not apply where any repairs or modifications are carried out otherwise than by Mobility EXP or an authorised agent. Buyer shall not extend to any end-user warranty terms which are different than Mobility EXP’s standard warranty terms. Warranty details herein are in addition to your statutory rights that are applicable in your state of purchase. Except as above, all warranties and conditions, whether expressed or implied, as to the goods and their fitness for any purpose are excluded.

Mobility Equipment: Our product is warranted to be free of defects in materials and workmanship for twelve months return-to-base warranty from the date of purchase. This equipment was carefully inspected prior to shipment, in the event of a defect covered by this warranty, we will at our option supply parts or replace the device. This warranty does not cover device failure due to owner misuse or negligence, or normal wear and tear. This warranty does not extent to non-durable components, such as rubber accessories, castors, bearing, brakes and grips, which are subject to normal wear and need periodic replacement.

A “return-to-base” warranty means that the buyer will need to cover the cost of returning the goods to us for any reason.