Connect Mobility Return, Exchange, and Cancellation Policy

At Connect Mobility, we strive to ensure our customers are satisfied with their purchases. If for any reason you are not completely happy, we offer options for returns and exchanges, subject to the terms outlined below.

General Conditions for Returns and Exchanges

To be eligible for a return or exchange:

• The item must be in new, unused, and saleable condition with original packaging and tags attached.

• The request must be made within 2 days of receiving the item.

• Proof of purchase (receipt or invoice) must be provided.

• Items that have been used, damaged, or altered cannot be returned or exchanged unless they are deemed faulty under Australian Consumer Law.

Returns Due to Faulty or Incorrect Items

If you receive an item that is faulty, defective, or different from what you ordered, we will provide a replacement, exchange, or refund. Please contact us immediately so we can assess the issue and provide a resolution.

Non-Returnable Items

For health and safety reasons, certain products cannot be returned unless faulty, including but not limited to:

• Personal hygiene products (e.g., continence items, bathroom aids)

• Mattresses and bedding accessories

• Custom-ordered or modified items

• Clearance or final sale items

Returns Process

In-Store Returns:

• Bring the item along with your receipt to any Connect Mobility store location.

• A team member will assess the product and process an exchange or refund accordingly.

Returns by Mail:

• Contact us to obtain a Return Authorisation before shipping the item.

• Pack the item securely with all original packaging and documentation.

• Shipping costs for returns (unless the item is faulty) are the responsibility of the customer.

• If eligible, a refund will be processed upon receipt and inspection of the returned item.

Collection for Large Items:

• In some cases, we may arrange collection of larger items via our courier service.

• A collection fee of $20 may apply for local Sydney pickups.

• Contact us to check if your item qualifies for this service.

Order Cancellations

Orders can be cancelled before dispatch. If an order has already been shipped, it will be treated as a return and subject to the terms above.

Custom or special-order items cannot be cancelled once processing has begun.

Refunds

• Approved refunds will be processed to the original payment method.

• Please allow 5-7 business days for the refund to appear in your account.

• Shipping costs are non-refundable unless the return is due to a fault or error on our part.

Contact Us

For any return, exchange, or cancellation inquiries, please contact our team:

Connect Mobility
Shop 25/9 Margaret St, Picton NSW 2571
info@connectmobility.com.au
1300 216 888

Our team is here to help ensure you have a smooth and hassle-free experience.