Returns & Warranty Policy

Last updated: 30 October 2026

Submit a return or warranty request ↓

1. Your rights

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 and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights.

2. Change of mind and incorrect orders

We have no obligation to accept returns for change of mind or incorrect orders. Where we agree, at our absolute discretion, we may offer an exchange (subject to stock availability) or a refund less a 20% restocking fee. Please check sizes, measurements and specifications before you order. If you're unsure, ask us or your allied health professional first.

For a change of mind return to be considered:

• submit a request (see section 8) within 7 days of delivery;
• the item must be unused, unassembled and undamaged, in its original packaging with all paperwork; and
• you pay the return freight.

Please don't send anything back until we've approved the return.

3. Items we can't accept for change of mind

• Hygiene products: commodes, shower chairs and stools, toilet seats, raisers and surrounds, transfer benches, cushions, mattresses and pressure care products.
• Made-to-order and made-to-measure products: lift chairs, homecare beds, wheelchairs and power chairs, ramps, and any equipment ordered or configured to a prescription or your measurements.

4. Damaged in delivery or wrong item

Please check your order when it arrives. If anything is damaged or isn't what you ordered, tell us within 2 business days of delivery, with photos of the item and its packaging, so we can claim with the carrier or supplier. We'll arrange a replacement or collection at no cost to you.

5. Manufacturer warranty

Most of our products carry a manufacturer's warranty in addition to your rights under the Australian Consumer Law. Warranty periods and what's covered vary by brand and product; ask us for details. Manufacturer warranties generally don't cover:

• misuse or accidental damage;
• incorrect assembly;
• unauthorised repairs or modifications; or
• normal wear and tear.

6. How we handle a fault

1. Report: submit a request with the information listed in section 8.
2. Assessment: we review it, and may call or video-call you to troubleshoot. Many issues, such as handset, power or set-up problems, can be fixed this way.
3. Manufacturer claim: if we can't resolve it, we lodge a warranty claim with the manufacturer and manage it for you. You don't need to deal with the manufacturer yourself.
4. Repair: where possible, the item is repaired where it is, by our team or the manufacturer's authorised service agent. We'll arrange a time with you.
5. Outcome: if the item can't be repaired, or the fault is a major failure, we'll arrange a replacement or refund. If an item needs to come back, we'll arrange collection for large items, or reimburse reasonable return postage for small items once the fault is confirmed.

Please don't attempt repairs, take the item apart or dispose of it while a claim is open.

7. If no fault is found

If our assessment or the manufacturer's finds no fault, or finds the problem was caused by misuse, accidental damage, incorrect assembly, unauthorised repairs or normal wear and tear, you'll be responsible for any service call, assessment and freight costs. We'll always tell you about these costs before they're incurred.

8. Submit a return or warranty request

Use the form below. For faults, please include:

• your invoice or order number;
• the product name, model and serial number (usually on a label under the seat, frame or base);
• a description of the fault: what happens, when it started, and whether it happens every time;
• clear photos, and a short video where possible (essential for lift chairs, recliners, beds, scooters and power chairs); and
• where the item is located, and access details (stairs, lifts, parking).

9. Refunds

Approved refunds are paid to your original payment method.

Contact us

• Phone: (02) 9525 3231
• Email: sales@caremaxmobilityaus.com.au
• Hours: Mon–Fri 9am–5pm · Saturday by request