Returns Policy

At Assistive Team, we take pride in the quality of our products and genuinely care about the experience of every customer. This policy outlines the terms that apply to purchases made through our website, including delivery, pricing, returns, and warranties.

By completing your purchase with Assistive Team, you are accepting the terms and conditions set out below. All return policies issued by Assistive Team are in line with and abide by the Australian Consumer Law (ACL).

We are a friendly team and always happy to assist. If you have a question before placing your order, or a concern after receiving your goods, please contact us first.

Delivery

Delivery charges apply to all orders processed online. Delivery fees are non-refundable under all circumstances, including where a return is subsequently approved.

Any additional delivery or storage charges incurred by Assistive Team as a result of a customer action or request may be passed on to the customer at our discretion.

If a customer refuses to accept delivery of an ordered product, a fee of 20% of the purchase price will be payable to cover freight, handling, and associated costs.

If your delivery is incorrect or items are missing, please contact our team within seven (7) business days of the delivery date.

Pricing

All pricing is in Australian Dollars and is inclusive of GST unless otherwise stated. Prices are subject to change without notice.

Ownership (title) of goods will only pass to the customer once Assistive Team has received payment in full, including any applicable delivery charges. All orders must be paid in full before goods are dispatched.

Stock Changes and Delays

Assistive Team reserves the right to change the source of any product without prior notice. Products listed on our website are subject to modification consistent with changes in design, specifications, or other factors.

Where an ordered product is out of stock and placed on backorder, the customer will be notified and given the opportunity to cancel or amend their order. This does not apply to custom-made or made-to-order products.

Your Rights Under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to:

• A repair, replacement, or refund for a major failure
• A repair or replacement if goods fail to be of acceptable quality and the failure is not a major failure

Nothing in this policy limits or excludes your statutory rights under the ACL. For more information, visit the ACCC website.

Change of Mind

Assistive Team does not accept change of mind returns. All sales are final except where a product is faulty, does not match its description, or where a return is otherwise required under the Australian Consumer Law.

Prior to placing an order, customers are responsible for:

• Reviewing all product specifications, dimensions, weight ratings, and compatibility information
• Confirming the product is suitable for the intended environment and context in which it will be used (including floor surfaces, doorway clearances, user weight and height, and indoor or outdoor use)
• Contacting our team with any questions before placing an order -- we are here to assist in selecting the right product

Product specifications are available on each product page. Our team can also be reached via our Contact page prior to purchase.

Custom and Made-to-Order Items

Customised and made-to-order items are not returnable. This includes, but is not limited to: scripted or custom-configured wheelchairs, shower commodes scripted to individual requirements, and any item specifically ordered with custom modifications, dimensions, or materials.

These items are procured or built to your specific requirements and cannot be returned or refunded outside of ACL rights.

Backordered and Non-Stock Items

Products that are not held in our warehouse and are sourced upon request (including backordered items) are not returnable. These items are ordered specifically for the customer and cannot be returned or exchanged outside of ACL rights.

If you are unsure whether an item is stocked or sourced to order, please contact us before purchasing.

Hygiene and Personal Use Items

A number of assistive technology products are classified as hygiene or personal use items. These items are not returnable once opened or used, except where deemed faulty upon receipt of delivery.

Hygiene items include, but are not limited to: personal hygiene aids, incontinence products, wearable products, commodes, toilet seats, shower chairs, transfer benches, adaptive eating and drinking aids, mattresses, and pressure area management products.

Approved Returns and Restocking Fee

Return requests for eligible stocked items are considered on a case-by-case basis at Assistive Team's discretion. Returned products must be in new, unused, and resaleable condition in their original packaging.

The restocking fee does not apply where the return arises from a manufacturing fault, the item is not as described, or where your statutory rights under the Australian Consumer Law apply.

Assistive Team reserves the right to refuse a return or reduce a refund where the item is not returned in a condition suitable for resale.

Delivery fees, assembly fees, and any other fees paid at the time of purchase are non-refundable under all circumstances, including where a return is approved.

Product Warranties

All products sold by Assistive Team include the applicable manufacturer warranty in addition to your rights under the Australian Consumer Law.

A manufacturer warranty applies only when a product has been used in accordance with the manufacturer's instructions, has been properly assembled and maintained, and has not been subject to negligence, unauthorised repairs or alterations, improper installation, or accidental damage.

How warranty claims are handled:

• Assistive Team will cover the labour and repairs necessary to restore the product to working order, or arrange a replacement where that is the appropriate remedy
• The cost of returning the product (freight) is the customer's responsibility
• Where an assessment determines the product is not faulty or the issue falls outside warranty scope, assessment fees or return freight costs may apply

Warranty claims for visible defects such as dents, scratches, or blemishes must be reported to Assistive Team within seven (7) business days of delivery.

Return Authorisation Process

All returns, whether for warranty or other approved reasons, must be authorised by Assistive Team before goods are sent back. Items returned without prior authorisation will not be accepted.

To initiate a return or warranty claim:

1. Contact our team with your proof of purchase and a description of the issue. Include photos or video where relevant.
2. If the return is approved, Assistive Team will issue a Return Authorisation (RA) Number.
3. Write the RA Number clearly on the outside of your return shipment. Do not write on the original product packaging.
4. Ship the item back in secure packaging. Return freight costs are the customer's responsibility unless otherwise agreed.
5. Once the item is received and assessed by our team, you will be notified of the outcome. A refund or warranty replacement will only be issued after the returned item has been received and inspected.

We treat all warranty and return requests with care and will keep you informed throughout the process.