Returns, refunds and cancellations

We'd rather you got the right product the first time. That's why a pharmacist is on hand to help you choose, over the phone or in our Picton showroom, and why we offer equipment trials before you buy. If something still isn't right, this is how returns work.

Changed your mind? You have 14 days.

• Tell us within 14 days of receiving your order.
• You're welcome to try equipment inside the house. It needs to come back in as-new condition, with its original packaging, tags and paperwork.
• If it has been used outdoors, on a footpath or in the garden, we can't take it back, because we can't resell it.
• Keep your receipt or order confirmation. We'll ask for it.
• You pay the return postage, unless we sent the wrong item or it arrived faulty. We refund the price of the product, not the original delivery charge.
• Large items in the Sydney area: we can collect them for a $25 fee. Call us to arrange it.

What we can't take back once it's opened or used

For hygiene and safety reasons, these can only be returned for a change of mind if they're unused and still sealed in their original packaging:

• Continence products, including pads, pants, liners, and bed and chair protection
• Bathroom, toileting and personal hygiene aids
• Mattresses, overlays, pillows and bedding
• Skin care, wipes, gloves, nutrition and other consumables
• CPAP masks and sleep aids such as mouthguards

These can't be returned for a change of mind at all:

• Custom, made-to-order or specially ordered items
• Clearance and final sale items

Your consumer guarantees still apply to every one of these. If any of them arrive faulty, damaged or not what you ordered, we'll sort it out.

Faulty, damaged or the wrong item

Under Australian Consumer Law you're entitled to a repair, replacement or refund if a product is faulty or not as described. The 14-day window doesn't apply here. Call us, send a photo if you can, and we'll arrange the fix at our cost.

How to return something

In store: bring the item and your receipt to Connect Mobility, Shop 25/9 Margaret St, Picton NSW 2571. We'll check it and process the exchange or refund on the spot.

By post or courier: call or email us first for a return number. Pack the item securely with all the original packaging and paperwork. Once it arrives and we've checked it, we'll process your refund.

Cancellations

Cancel before dispatch and you get a full refund. If it's already on its way, it's treated as a return under the rules above. Custom and special orders can't be cancelled once we've placed them with the supplier.

Refunds

• Refunds go back to the original payment method.
• Allow 5 to 7 business days for it to show in your account.
• NDIS plan-managed and invoiced orders are credited back to the plan manager or invoice.

Talk to us

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