Our Return Policy
At Accessibility Online, our number one priority is helping you select the right product before you buy hence we have our experienced team of friendly OT’s waiting for your call on our Helpline 1300 ACCESS (1300 222 377), plus detailed product information and extensive choice of products available in many categories. However, you may occasionally receive a product that doesn't work for you. In that case, you may need to return an item, and our policy and the returns process is outlined below.
What products can be returned?
Most products are returnable for a full refund of the product price, as long as they are returned within either 7 or 30 days of your receipt. As you might expect, they must have their original packaging and be unused and you are responsible for the return freight charges. The exceptions to the above are all beds, lift chairs and cushions which have a 15% restocking fee, all power chairs and scooters have a 10% restocking fee and please note any continence care or custom-ordered product is non-returnable. These non-returnable products are either strict hygienic packaging or custom-produced by the manufacturers and are unable to be returned.
How do I return a product?
To return a product, please download and complete our returns form to notify us of your intention to return the item in a timely manner. You can also email us at customerservice@accessibility.com.au. or call on 1300 ACCESS (1300 222 377). Please include details of your invoice/order number, name, the product SKU/number for the item you are returning. The cost of returning the product is to be paid by you the customer not accessibility.com.au but please call us for advice on how to have it shipped back to us in a safe and cost effective manner.
If an order is cancelled once the product has been shipped, our standard return policy applies. You will need to accept delivery of the product, complete our returns form or email or call us and then ship the product back. If delivery of a product is refused, the return shipping costs will be deducted from the issued credit.
Your refund:
Once the returned product is received and reviewed we will credit the credit card used for the purchase. If you paid by direct deposit or cheque or money order, we will issue a cheque within two weeks.
Damaged Goods:
Of course, if any product appears defective, or was damaged in shipping, please call us immediately on 1300 ACCESS (1300 222 377) or email us at returns@accessibility.com.
We will arrange for the product to be assessed for warranty purposes and process a warranty claim if needed as per the particular manufacturer’s requirements and our warranty policy. For products damaged in shipping we will immediately ship a replacement product at absolutely no cost to you.
What to Return:
- All of the product and its parts
- All the of the packaging as you received it
- A copy of the Invoice/Receipt
- Your contact details
- A completed Returns form
Return Address:
Accessibility Online
Attention: Returns
Suite 105, 56 Bowman Street
Pyrmont NSW 2009