What Defines a Customised Product?
DoAbility Pty Ltd offers a money-back guarantee on products that are faulty, do not meet expectations, or if you change your mind.
However, returns and exchanges are not available if the product in your order has been customised, unless Consumer Guarantees are not met:
| Customisation Description | Customised? | Returnable for Change of Mind? | |
|---|---|---|---|
| Standard Product (No changes) | Off-the-shelf item, no modifications | ❌ No | ✅ Yes (if not hygiene/clearance) |
| Size-adjusted | Height, width, or depth altered beyond standard offering | ✅ Yes | ❌ No |
| Custom Upholstery / Colour | Upholstery selected outside of standard options (e.g. fabric from a swatch, vinyl upgrade) | ✅ Yes | ❌ No |
| Custom Mattress Options | Modified pressure care, cut-outs, custom sizing | ✅ Yes | ❌ No |
| Accessories Pre-installed | Pre-fitted accessories (rails, IV poles, oxygen holders) by customer request | ✅ Yes | ❌ No |
| Positioning Adjustments | Modified backrest angle, seat depth, or legrest height prior to sale | ✅ Yes | ❌ No |
| Paediatric Adjustments | Tailored for paediatric users (e.g. colours, accessories configured for support) | ✅ Yes | ❌ No |
| Specialised Paediatric Systems | Highly tailored, ordered-on-request, often with funding approval & long lead time | ✅ Yes | ❌ No |
| Left/Right-Handed Setup | Product configured for user preference (e.g. one-side access, brake sides) | ✅ Yes | ❌ No |
| Clearance Stock / Demo Units | Discounted due to prior use or ex-demo condition | ✅ Yes* | ❌ No |
| Hygiene Product | Product that contacts body (e.g. mattress, pillow, cushion, clothing) | ✅ Yes | ❌ No |
Note:
- Clearance stock is not customised by design, but still excluded from change-of-mind returns under hygiene or clearance rules.
- Specialised paediatric systems (e.g. therapy chairs, posture support systems, standing frames, wheelchairs, etc.) are treated as customised due to the funding, lead time, and non-returnability, even if the base model is technically off-the-shelf.
