Refund & Returns Policy

At Active Mobility, we are committed to providing quality mobility, healthcare, and assistive technology products supported by reliable customer service.

This policy operates in accordance with the Australian Consumer Law (ACL).

Faulty, Damaged or Incorrect Items

Please inspect your order upon delivery and contact us as soon as possible if:

• Your item has arrived damaged
• The incorrect product has been supplied
• The item is faulty or not operating as intended

Where a product is found to have a major failure, customers may be entitled to a repair, replacement, or refund under Australian Consumer Law.

For minor faults, Active Mobility may choose to repair or replace the item within a reasonable timeframe.

Products may need to be returned or assessed before a resolution can be provided.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to:

• A replacement or refund for a major failure
• Compensation for any other reasonably foreseeable loss or damage
• Have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure

Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law.

Non-Returnable Items

For hygiene, safety, and health compliance reasons, certain items may not be eligible for return unless faulty, including:

• Personal care products
• Toilet and continence products
• Mattresses and pressure care items
• Custom-built or special-order equipment
• Clearance or sale items
• Gift cards

Used products that have been installed, modified, damaged, or incorrectly assembled may also not be eligible for return unless required under Australian Consumer Law.

Assistive Technology & Mobility Equipment

Certain mobility and assistive technology products may require clinical assessment, installation, or specialised configuration. Active Mobility reserves the right to assess returned equipment prior to approving any repair, replacement, or refund.

Refund Processing

Where a refund is approved, refunds will be processed to the original payment method within approximately 5–10 business days. Processing times may vary depending on your financial institution.

Contact Us

If you have any questions regarding returns, refunds, warranties, or product support, please contact:

Active Mobility
721 Port Road, Woodville Park SA 5011
📧 reception@activemr.com.au
📞 08 7220 0650

Active Mobility — Keeping SA Active