Refund policy

Refund & Returns Policy

Last updated: April 2026

YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This Refund & Returns Policy applies in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies those rights. The 30-day change-of-mind returns described below are a voluntary courtesy we offer on top of your legal rights, and the conditions for change-of-mind returns (such as original packaging or tags) do not apply to items that are faulty, damaged, not of acceptable quality, or not as described.

30-DAY CHANGE-OF-MIND RETURNS

As a courtesy, we offer a 30-day change-of-mind return window, which means you have 30 days after receiving your item to request a return if you simply change your mind. To be eligible for a change-of-mind return, your item must be unused and in the same condition that you received it, with any tags attached and in its original packaging, and you must provide proof of purchase (such as your order confirmation, receipt, or bank statement).

For change-of-mind returns, you are responsible for the cost of returning the item, and the item remains your responsibility until it reaches us. We recommend using a tracked service. We may deduct from your refund any loss in value resulting from handling beyond what is necessary to establish the nature and characteristics of the item.

Change-of-mind returns are not required by law, so the conditions above apply only to change-of-mind requests. They do not apply to faulty, damaged, incorrect or misdescribed items, which are covered by the section below.

FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED ITEMS

Please inspect your order on delivery and contact us as soon as you can if your item is defective, damaged, incorrect, or not as described, so we can make it right. You do not lose your rights under the Australian Consumer Law if you do not contact us immediately — those rights apply for a reasonable period having regard to the nature of the product.

Where an item fails to meet a consumer guarantee, we will provide a remedy in accordance with the Australian Consumer Law:

  • For a major failure, you can choose between a refund, a replacement, or keeping the item and asking for compensation for the drop in value.

  • For a minor failure that can be fixed within a reasonable time, we may choose to repair the item, or to replace it or refund you.

For faulty, damaged or incorrect items, we will cover the reasonable cost of returning the item to us, and for large or heavy items we will arrange and pay for collection where appropriate. We will not require you to return the item in its original packaging or with tags attached in order to provide a remedy for a faulty item.

HOW TO START A RETURN

To start a return, please contact us at robert@ozmobilitystore.com.au. If your return is accepted, we will provide instructions on how and where to send your package, and (where applicable) a return shipping label.  Items sent back to us without first requesting a return may not be accepted. You can contact us at robert@ozmobilitystore.com.au with any questions about returns.

ITEMS EXCLUDED FROM CHANGE-OF-MIND RETURNS

Certain items are not eligible for change-of-mind returns, including custom or special-order items  and, for hygiene reasons, personal-care or continence products once opened or used. Gift cards cannot be returned. These exclusions apply only to change-of-mind requests — every item, including those listed here, is still covered by the consumer guarantees and may be returned for a remedy if it is faulty, damaged, or not as described.

SALE ITEMS

Sale and clearance items may not be eligible for change-of-mind returns. However, sale items carry the same consumer guarantees as full-price items, so if a sale item is faulty, damaged, or not as described, you are entitled to a remedy under the Australian Consumer Law in the same way as any other product.

EXCHANGES

The fastest way to get the item you want is to return the item you have (where eligible) and, once the return is accepted, place a separate order for the new item.

REFUNDS

We will notify you once we have received and inspected your return and let you know whether the refund is approved. Where a refund is due, it will be made to your original payment method within 10 business days of approval. Please remember it can take additional time for your bank or card provider to process and post the refund. If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at robert@ozmobilitystore.com.au.

CONTACT

Questions about this Refund & Returns Policy can be sent to robert@ozmobilitystore.com.au.