Mobility Hub Return, Refund & Shipping Policy

Australian Consumer Law

Products sold by Mobility Hub Pty Ltd ABN: 77669352112 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 they fail to be of acceptable quality and the failure does not amount to a major failure.

A "major failure" under Australian Consumer Law occurs when a reasonable consumer would not have purchased the product if fully aware of the issue; the product is unsafe; substantially unfit for purpose; or significantly different from its description or sample.

Consumer guarantees are in addition to any express warranty we provide.

For more information, visit: www.consumerlaw.gov.au

Express Warranty

In addition to your rights under Australian Consumer Law, Mobility Hub offers an express warranty on select products. This warranty is in addition to, and does not replace, your statutory rights.

We warrant that our products are free from defects in materials and workmanship for the period specified for each product.

Returns – When Are Products Accepted?

We accept returns under the following circumstances:

Consumer Guarantees & Warranty Claims

  • The product breaches consumer guarantees under Australian law.
  • The product fails under an applicable express or manufacturer’s warranty.

Change of Mind Returns (Within 30 Days)

  • Items are unused and in original packaging
  • Returned within 30 days of delivery
  • Return shipping is at the customer’s expense

Returned Goods Assessment

Mobility Hub reserves the right to inspect returned items before approval. We may decline returns if:

  • Products show signs of use or damage
  • Packaging is missing or altered
  • Requests are made after 30 days

Non-Returnable Items

Due to hygiene and safety, we cannot accept returns for used/opened medical and nutritional products unless faulty. This includes:

  • Consumable healthcare items
  • Cleaning/disinfection products
  • Bathing, toileting & hygiene products
  • Slings, undergarments, compression wear
  • Pillows, bedding, protectors
  • Continence aids, braces, supports
  • Personal kitchen aids and cutlery

Custom and Special Orders

Customised goods or items not typically stocked by Mobility Hub are non-returnable unless our supplier agrees to a return. We will seek supplier approval within a reasonable timeframe.

Restocking Fee

A 20% restocking fee may apply to returned goods. Customers will be notified after product assessment.

Delivery Charges

  • If goods are faulty, return shipping is covered by Mobility Hub
  • For change-of-mind returns, customers pay return shipping

When Your Return is Accepted

If your return is approved:

  • For minor issues, we may repair, replace, or refund the product
  • For major failures, you may request a full refund, replacement, or compensation for reduced value

Under warranty, we may repair, replace, or refund according to our warranty terms. Repairs will be completed within a reasonable time.

Refunds

Refunds will be issued to the original payment method. We do not provide cash refunds. Refunds are processed within 10 business days.

Network Partners & Resellers

  • Return freight costs are the responsibility of the reseller.
  • Warranty claims are managed with the supplier; credits/replacements will be processed once the claim is resolved.

Guarantee & Warranties

Mobility Hub distributes high-quality goods, typically backed by manufacturer warranties. If a warranty issue arises, written requests must be submitted. Valid claims will result in repair, replacement, or refund.

Workmanship warranties on services performed by Mobility Hub (e.g., repairs or maintenance) are valid for 12 months. Unauthorised modifications void this warranty.

Shipping Policy

We deliver via trusted freight carriers. Shipping is calculated at checkout and influenced by product size/weight and your location.

  • Orders ship within 2–3 business days if items are in stock
  • Delivery time is estimated at 5–7 business days Australia-wide
  • WA, NT, and remote regions may take longer
  • We do not deliver to PO Boxes

Free Shipping Thresholds (Applied Automatically):

  • VIC, NSW, QLD, SA, TAS: Orders over $199
  • WA: Orders over $399
  • NT: No free shipping available

Exclusions from Free Shipping:

  • Rehabilitation & Mobility
  • Furniture & Fittings
  • Paper Products
  • Cleaning Solutions

Contact Us

If you have questions about returns, refunds, or shipping, please contact us at: