Return Policy

Return Policy

DoAbility Pty Ltd offers a money-back guarantee on products purchased that are faulty, don’t meet expectations, or if you have changed your mind.


I’ve changed my mind

If you have changed your mind, contact our customer support department within 14 days of receiving your goods to arrange a refund, via email (support@doability.com.au) or phone (1300 122 355). Refunds are only issued after the goods have been returned to DoAbility.

  • Merchandise must be returned in a salable condition, that is it is new, unused, unopened, and sent with a proof of purchase.
  • All return shipping charges are paid by the customer, and no delivery charges are refunded.
  • The product is not subject to the listed exclusions below

DoAbility will then assess the item to determine whether a refund can be offered in accordance with our Returns Policy.

The option to return unwanted items is important to customers. To ensure a positive experience for all of DoAbility’s customers, DoAbility might refuse to accept items that have been returned under the Change of Mind policy. This includes unfair or unreasonable return patterns, which may result in the abuse of the policy.


Change of Mind Exclusions

Returns and exchanges are not provided to the following types of products unless Consumer Guarantees are not met by the product:

  • Custom-made products that have had adjustments made to products to suit customer preferences/needs
  • Personal care products and Bedding Accessories that have been ruled as a hygiene product
  • Clearance products, second-hand goods, and bought-out rental equipment.

 

The item does not perform as expected

The money-back guarantee applies to products you purchase that do not perform to your expectations.

  • They can be returned within 30 days of receiving the goods for a full refund. Simply return the product to us and we will refund you the price of the goods, provided the goods are returned in the same condition as they were sent.
  • Refunds that do not perform to expectations are dependent on the information provided to the customer by DoAbility. If the customer did not rely on information provided by DoAbility or a suitable partner, refunds may be refused.
  • Proof of purchase must accompany all returns.


Big & Bulky Goods Refund Terms
Big & Bulky Goods that are requested to be refunded due to a Change of Mind, incur a 20% restocking fee with all delivery charges paid for by the customer.

  • DoAbility will always work to find solutions for broken/damaged products. This includes working closely with suppliers regarding warranty, servicing, and replacement parts.
  • Big & Bulky Goods that have had a refund requested due to damage incurred during shipping, must be reported within 48 hours of the goods being delivered.
  • If a Big & Bulky good has had a refund requested due to unacceptable quality, where it is faulty or in breach of Consumer Guarantees, collection and delivery charges are paid for by DoAbility.
  • However, if no fault is found or the quality of the product is determined to be of satisfactory quality, all associated costs are covered by the customer if a return is requested.

 

Delivery Charges
Whereupon assessment it is confirmed that goods have breached a consumer guarantee, any shipping costs to return the goods are DoAbility’s obligation. If the goods have not breached a Consumer Guarantees, then shipping costs are the customer's responsibility.
Initial delivery costs are not refundable.

 

Third-Party Transactions
Purchases made by a third party, on behalf of clients, are presumed to be final.
This means that if a funding body were to submit an order for a client, it is presumed that the client has authorised the purchase of the goods and that the goods are required.


Return tender
Refunds are only given using the original payment method the customer used.
When funding bodies are used to pay for goods (ie the NDIS, or a Home Care Package), all funds are paid back to the body that has paid for the goods.

 

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