Returns & Refund Policy
Should you wish to return a product please email or phone us within 14 days from the date your order was shipped.
In accordance with the Department of Fair Trading, we are not required to accept return of an item due to change of mind or incorrect choice.
If we choose to accept return of the item a restocking fee of 25% of the item price may be applied. The goods must be unused, undamaged and in new condition.
The original postage price will not be refunded.
If the product comes in a specific box, we request that you do not affix any labels or tape to the box and that you wrap the box before sending it back to us.
Note however, you are not required by law to return the goods in original packaging.
You are required to source your own delivery of the product back to us.
Once the item is returned you will be refunded within 7 working days less the original freight cost and any restocking fees.
If you are requesting an exchange of a product you will be required to pay the freight cost of shipping this product to you.
PLEASE NOTE: For Health and Hygiene reasons, we do not accept returns or refunds on any of the following types of products unless they are faulty and within warranty:
- Bathroom, shower and toilet aids including urinals and bed pans
- Daily living aids that may come into contact with the mouth or body
- Cushions and covers
- Slings
- Mattresses and mattress overlays
Custom made orders are non-refundable.
To find out more about your consumer rights, please click on this link to visit the Department of Fair Trading website
Refund & Return Policy
DoAbility Pty Ltd offers a money-back guarantee on products purchased that do not perform to your expectations, or if you have changed your mind.
You've changed your mind
If you have changed your mind, contact our customer service centre within 14 days and arrange for a refund. You will be refunded 100% of the original cost, less any transaction charges that were deducted from the original method of payment (specifically PayPal) of the item. However, the cost of returning the item will be at the expense of the purchaser. The 100% refund is dependent on the goods being returned in the same condition as they were sent, and in a saleable condition. Proof of purchase must accompany all returns, such as a copy of your online order or sales invoice from the store.
- IMPORTANT: Please note we are not able to offer a refund on used hygiene products or personal care items such as Bedding accessories (pillows, mattress protection items, etc), custom orders (such as non-standard upholstery on daily living items such as upholstered beds and lift chairs)
The item is faulty or does not perform as expected
The money-back guarantee applies to any products you purchase that do not perform to your expectations or were not as described. They can be returned within 30 days 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. Proof of purchase must accompany all returns.
- IMPORTANT: If you believe an item is faulty or defective, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. In the instance of electrical items or bulky items, a qualified representative of the Manufacturer may be required to make an onsite inspection (in your home for example) to determine that the fault is due to wear and tear (i.e. damage that naturally and inevitably occurs as a result of normal use or aging), or that the goods have not been altered or used in a manner that would void the warranty.
How to return your item.
- Contact us via email at support@doability.com.au or telephone at 1800 122 355. A customer service representative will explain how to go about your return request, and record all the necessary product return information.
- The customer service representative will arrange the return of the product (Change of mind returns - at your cost; Defective items - at our cost).
- As soon as the return has been received, a replacement product will be sent to you or a refund will be issued.
IMPORTANT: Any returns must be received by DoAbility Pty Ltd within (14) fourteen days of the claim being made. Refunds and returns will be processed by us within 3 working days of receiving the item at our warehouse. All refund claims made within the 14-day period will be issued in the method by which they are paid. Replacement products will only be shipped after the faulty item has been received by us unless stated otherwise by a DoAbility Pty Ltd representative. Returned items via post or courier are to be returned to DoAbility Pty Ltd – Returns, 5 Webber Pde, Keilor East, Victoria, 3033.
