Refund policy

Mobility & Beyond complies with the Australian Consumer Law (ACL). You are entitled to a repair, replacement, or refund for a major failure, and compensation for any reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure is not major.

Business Model Transparency

Mobility & Beyond operates as:

• A dropshipping retailer for new mobility products supplied by third‑party wholesalers
• A platform only for the Pre‑Loved Mobility Marketplace (we do not own, inspect, or ship these items)
• A reseller of travel packages supplied by licensed wholesalers and tour operators

Because of this structure, refund and return processes vary depending on the product or service purchased.

Change of Mind

As a dropshipping business, we do not offer refunds for change of mind. Exchanges may be possible only if the supplier permits it.

For travel packages, change‑of‑mind cancellations follow the wholesaler’s cancellation policy, which may include fees or non‑refundable components.

Faulty or Damaged Products (New Mobility Products)

If your item arrives faulty, damaged, or not as described:

• Contact us within 7 days of receiving the product
• Provide photos, a description, and your order number
• We will liaise with the supplier to arrange a repair, replacement, or refund in line with ACL

Major vs Minor Faults

• Major fault — You may choose a refund, replacement, or repair
• Minor fault — The supplier may choose to repair or replace the item

Incorrect Item Received

If you receive the wrong item, we will arrange a replacement at no cost.

Pre‑Loved Mobility Marketplace

Mobility & Beyond acts solely as a platform connecting buyers and sellers.

• We do not own, inspect, store, or ship pre‑loved items
• Refunds, returns, and disputes are the responsibility of the individual seller
• Buyers and sellers must resolve issues directly
• We may assist with communication but do not mediate or guarantee outcomes

For safety, we recommend buyers request additional photos, videos, and condition reports before purchase.

Travel Packages (Wholesaler‑Supplied)

Refunds, cancellations, and amendments follow the supplier or wholesaler’s terms, which may include:

• Non‑refundable deposits
• Cancellation fees
• Airline fare rules
• Supplier‑specific refund policies
• Date‑change fees
• Non‑refundable components (e.g., permits, park fees, cruise berths)

ACL applies to services, but travel suppliers may not be required to refund for change of mind or circumstances outside their control.

If a travel service is not delivered, misrepresented, or significantly different, we will work with the wholesaler to ensure your ACL rights are upheld.

Non‑Returnable Items

For hygiene and safety reasons, the following cannot be returned once opened or used:

• Bathroom aids
• Cushions and pressure‑care items
• Personal care products
• Any item that has been used or soiled

Returns Process (New Mobility Products)

Because we work with multiple suppliers, return instructions vary.

Once your claim is approved, we will provide:

• The correct return address
• Required documentation
• Any supplier‑specific instructions

Items must be returned:

• In original packaging (where possible)
• With all accessories included

Return shipping may apply depending on the supplier’s policy.

Warranty

All new products are covered by the supplier’s warranty. Warranty terms vary by product and may include:

• Repair
• Replacement
• Parts supply
• Assessment requirements

Warranty claims must follow the supplier’s process.

NDIS Participants

We can provide:

• Quotes
• Invoices
• Supporting documentation

NDIS refunds follow NDIS rules and supplier policies.

Contact

For all refund, return, or warranty enquiries:

info@mobilityandbeyond.com.au