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Refunds & Returns

We want you to shop with confidence. If you need to return a product or make a warranty claim, our team is here to help.

For complete details regarding returns, warranties, deliveries and our conditions of sale, please download our full Terms & Conditions using the button below.

Download Terms & Conditions 

Returns

If you need to return a product, please contact our Customer Service team before sending anything back.

Most returns require a Return Authorisation Number (RAN) prior to being returned.


Return eligibility

Approved returns for credit, refund or exchange are generally accepted within 30 days of delivery.

To be eligible, products must:
  • Be accompanied by proof of purchase
  • Be unused and undamaged
  • Be in original, resalable condition
  • Include all original packaging, manuals and documentation
  • Be approved by our Customer Service team before being returned
Please note:
  • A 15% restocking fee applies to approved change of mind returns.
  • Original delivery and installation charges are non-refundable.
  • Return freight is the customer's responsibility unless otherwise agreed.
  • Where Safety and Mobility arranges collection of a returned product, a collection fee may apply.


Change of Mind Returns

Due to infection control requirements, we cannot accept change of mind returns on many healthcare products once supplied.

This includes (but is not limited to):
  • Pressure care cushions, pillows and mattresses
  • Clothing, compression wear and continence products
  • Patient slings and transfer aids
  • Daily living aids
  • Bathroom and toilet aids
  • Bedroom equipment
  • Mobility aids and walking equipment
  • Personal protective equipment (PPE)
  • Falls prevention products and sensor equipment

These products may only be returned where they fail to meet the consumer guarantees under Australian Consumer Law.


Custom & Special Order Products

Products that have been customised, modified or specifically sourced for a customer cannot be returned unless they are faulty or otherwise agreed to in writing.


How to Return an Item

If you believe your product is eligible for return:
  1. Contact our Customer Service team.
  2. Obtain a Return Authorisation Number (RAN), if required.
  3. Clearly mark the RAN on your returned package.
  4. Return the product using the instructions provided by our team.
Once received, we will inspect the product and advise whether a refund, credit, exchange or warranty claim applies.

Refunds are processed back to the original payment method. Where a purchase was funded by a third party (such as the NDIS), any refund will be issued to the original funding body.


Warranty

We stand behind the quality of the products and services we supply.


Product Warranty

Unless otherwise stated, our standard warranty includes:
  • 12-month warranty on products against defects in materials and workmanship
  • 3-month warranty on services, including labour and spare parts
  • Services performed with due care and skill
Where a valid warranty claim is accepted, Safety and Mobility may, at its discretion:
  • Repair the product
  • Replace the product
  • Supply an equivalent product
  • Re-supply the service
  • Provide a refund where appropriate

Making a Warranty Claim

To help us assess your claim, please provide:
  • Proof of purchase
  • A description of the issue
  • Photos where possible
  • The product returned for assessment (return freight may apply)

If your claim is approved, repaired or replacement products will be returned via economy freight at our expense.


Warranty Exclusions

Our warranty does not cover damage resulting from:
  • Normal wear and tear
  • Misuse or incorrect operation
  • Failure to maintain or clean the product as instructed
  • Use of non-approved accessories
  • Overloading or use outside product specifications
  • Unauthorised repairs or modifications
  • Accidental or wilful damage
  • Events outside Safety & Mobility's reasonable control

Your warranty is provided in addition to your rights under Australian Consumer Law.


For complete information regarding our conditions of sale, please download our full Terms & Conditions below.

Download Terms & Conditions


Last updated: 7 July 2026

Need Help?


If you have questions about a return, warranty claim or whether your product is eligible, our team is happy to help.

Call: (02) 9983 9520

Email: headoffice@safetyandmobility.com.au