Returns & Exchanges

At Live Well Mobility, we want you to feel confident when purchasing mobility equipment, daily living aids and other products from us.

We understand that sometimes a product may need to be returned or exchanged. Our Returns & Exchanges Policy explains how we handle change-of-mind returns, faulty products, exchanges and refunds.

Nothing in this policy excludes or limits your rights under the Australian Consumer Law (ACL).

Change of Mind Returns

If you change your mind about a purchase, please contact Live Well Mobility as soon as possible.

Change-of-mind returns may be accepted at our discretion provided that:

The product is unused and in its original condition.
The product has not been assembled, installed, altered or damaged.
All original packaging, manuals, accessories and components are included.
Proof of purchase is provided.
The product is suitable for resale as a new product.

Please contact us before returning an item so we can confirm whether it is eligible for return.

Delivery, freight and return shipping costs associated with a change-of-mind return are generally the responsibility of the customer and are not refundable, unless otherwise agreed.

Products That Cannot Be Returned for Change of Mind

For health, hygiene and safety reasons, some products cannot be returned or exchanged simply because you have changed your mind once they have been opened or used.

These may include:

Toileting and bathroom aids
Incontinence products
Personal hygiene products
Cushions and pressure-care products
Bedding and bedroom products
Products that come into direct contact with the body
Special-order or custom-made products
Products specifically modified or configured for an individual customer
Clearance or specially discounted products where identified as non-returnable

This restriction does not affect your rights if a product is faulty, unsafe, incorrectly described or otherwise covered by the Australian Consumer Law.

Exchanges

If you would like to exchange an eligible product for another product, please contact us before returning the item.

Any exchange is subject to product availability and approval.

If the replacement product is more expensive, you will be required to pay the difference. If the replacement product is less expensive, any applicable balance will be handled in accordance with the agreed exchange arrangements.

Additional delivery or freight charges may apply.

Faulty, Damaged or Incorrect Products

If you receive a product that is faulty, damaged, unsafe, significantly different from its description or not the product you ordered, please contact Live Well Mobility as soon as possible.

Please provide:

Your name and contact details
Proof of purchase
Details of the issue
Photographs or other information where appropriate

We may need to inspect or assess the product before determining the appropriate remedy.

Depending on the circumstances and your rights under the Australian Consumer Law, an appropriate remedy may include a repair, replacement or refund.

Australian Consumer Law

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

For a major failure, you may be entitled to reject the product and choose a refund or replacement, and you may also be entitled to compensation for other reasonably foreseeable loss or damage.

For a problem that is not a major failure, we may be entitled to provide a repair or another appropriate remedy within a reasonable period.

Nothing in this Returns & Exchanges Policy is intended to exclude, restrict or modify any rights or remedies available to you under applicable Australian consumer laws.

Special Orders and Custom Products

Products that are specially ordered, customised, modified or configured specifically for you may not be eligible for change-of-mind returns or exchanges.

We recommend carefully confirming product specifications, measurements, features and suitability before approving a special order.

Your rights under the Australian Consumer Law continue to apply where a special-order or customised product is faulty or otherwise fails to meet applicable consumer guarantees.

Mobility Equipment and Product Suitability

Mobility and daily living products can vary considerably depending on an individual’s needs.

We encourage customers to carefully consider product dimensions, weight capacities, functionality and suitability before purchasing.

Where appropriate, please speak with our team for product information or consult a suitably qualified healthcare professional regarding your individual mobility or healthcare requirements.

Live Well Mobility’s product information is not a substitute for professional medical or clinical advice.

Refunds

Once an approved return has been received and assessed, any applicable refund will be processed using an appropriate payment method.

Please allow reasonable processing time for the refund to appear in your account. Processing times may also depend on your bank or payment provider.

Original delivery charges and return freight charges are generally not refundable for change-of-mind returns.

This does not affect any entitlement you may have to recover reasonable return costs or other remedies where a product fails to meet a consumer guarantee under the Australian Consumer Law.

Return Shipping and Collection

Please contact Live Well Mobility before sending any product back to us.

For approved change-of-mind returns, the customer is generally responsible for safely returning the product and any associated return costs.

For faulty products or products covered by Australian Consumer Law remedies, responsibility for return, collection or transportation costs will be determined in accordance with applicable consumer law.

Large mobility products may require special collection or freight arrangements. Please contact us before arranging transportation.

Hire Equipment

Returns of hired equipment are handled separately from product purchase returns.

Hire products must be returned in accordance with the agreed hire period and applicable hire conditions. Cleaning fees, late-return charges, damage charges or other applicable costs may apply.

Please refer to your hire agreement or contact Live Well Mobility if you need to extend or change your hire period.

Proof of Purchase

We may request reasonable proof of purchase when processing a return, exchange, warranty claim or refund.

This may include a receipt, tax invoice, order confirmation or other reasonable evidence showing that the product was purchased from Live Well Mobility.

How to Request a Return or Exchange

Before returning a product, please contact Live Well Mobility so our team can review your request and advise you on the appropriate next steps.

When contacting us, please provide your proof of purchase and details of the product and the reason for the requested return or exchange.

Live Well Mobility
Website: www.livewellmobility.com.au

Policy Updates

Live Well Mobility may update this Returns & Exchanges Policy from time to time to reflect changes to our products, services, business practices or legal requirements.

Last updated: September 2026