1. What does a 40 Day Satisfaction Guarantee mean?
Mobility Rentals & Sales are committed to provide you with complete peace of mind, so if for any reason you are unsatisfied with your online purchase or change your mind you can send it back within 40 days from date of purchase. If we receive the item with its original packaging, undamaged in saleable as “new” condition we’ll give your money back.
2. Is this available for all products?
The 40 Day Satisfaction Guarantee applies to all disability and mobility aids and equipment purchased online from Mobility Rentals & Sales. With the exception of special orders (non-standard items) and items delivered fully assembled as per customer requirements.
3. Which countries are eligible for 40 Days Money Back?
The 40 Day Satisfaction Guarantee applies to all countries.
4. How does it work?
If, within 40 days from the date of your online purchase of disability and mobility aids and equipment from Mobility Rentals & Sales you wish to reverse your purchase, simply contact our Customer Service Team 1300 460 070. They will do their best to help you to find a solution and if you wish to return the item, they will send you a Returns Form and provide you with a return address to send it back. If we receive the item with its original packaging, undamaged in saleable as “new” condition we’ll give you back your money.
5. What if I have opened the box?
That’s fine, providing that when we receive the item back for inspection it arrives with its original packaging, undamaged in saleable as “new” condition. All costs for insured & uninsured returns (we recommend you insure all returns) including post and freight must be paid by you. Mobility Rentals & Sales reserves the right to charge a restocking fee to the maximum value of the item should the item be found to be damaged either through handling prior to return or having sustained damage during return shipping or arrive with damaged or missing original packing materials.
6. What if I have used the item?
If the item appears to have been used, the item is considered non-returnable due to the item not being able to be restocked for sale as a new item. We will advise you of this at the time of contacting us to put forward a returns claim. If we receive an item that has been used, we will advise you that we cannot accept the item back as new and therefore not restock the item. We will ask that you arrange for its collection and will retain the item for up to 14 days upon which time if the item has not been collected we will determine the refundable value of the item if any (up to the maximum value of the item).
7. What does saleable condition mean?
Saleable condition means “new” condition, as you received the item, prior to unpacking. Should the item be missing parts or be scratched or damaged, the item is not considered saleable. If the item arrives to us missing its original packing or the packing material be damaged then the item may not be considered saleable as new. If the item has been used, then it is definitely not re-saleable. This is particularly important for bathroom & toilet aids where the hygiene risk is significant.
8. Will I be reimbursed for freight/delivery costs?
No, we do not reimburse freight costs. All shipping, post and insurance costs must be paid by you.
9. How do I return the item?
Simply contact our Customer Service Team 1300 460 070 who will provide you with a Returns Form that will include the address to return the item. Please note: you will be responsible for the condition of the item and its packaging to be returned in saleable condition with the original, undamaged packaging, so please choose your shipping carrier wisely.
10. When will I get my money back?
The time between us issuing a refund, and you getting your money back, can vary depending on your payment method:
If you paid with a Visa or MasterCard you will get the money back on your bank account within a few business days.
If you paid via PayPal, the time needed to process your refund will vary, depending on the kind of payment you used (PayPal balance, or through your bank account, or your debit or credit card linked to your account). As soon as we issue the refund, you will receive an email from PayPal, which will contain more details about the process.
11. I still have questions, I am uncertain what I should do?
Please call our Customer Service Team 1300 460 070 and they will be happy to answer any questions.