Terms and Conditions of Purchase
These terms and conditions apply to all purchases made from Assistive Team. By completing your purchase, you accept these terms in full. All terms are in line with and abide by the Australian Consumer Law (ACL).
If you have any questions before placing an order, please contact our team -- we are happy to assist.
1. Purchasing
1.1 Delivery
Delivery charges apply to all orders. 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.
1.2 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.
1.3 Stock Changes and Delays
Assistive Team reserves the right to change the source of any product without prior notice. Products 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.
2. Returns and Refunds
2.1 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 these terms limits or excludes your statutory rights under the ACL.
2.2 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
2.3 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.
2.4 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.
2.5 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.
2.6 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.
For any item approved for return, the following costs will be deducted from the refund:
- A 15% restocking fee on the original purchase price (including GST), to cover inspection, handling, administration, and refurbishment costs
- All return freight and handling costs, which are the responsibility of the customer unless otherwise agreed in writing
- Any additional amounts required to cover repair or replacement where the returned item is damaged, soiled, incomplete, or missing accessories, manuals, or 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.
3. Faulty and Damaged Items
3.1 Product Warranties
All products sold by Assistive Team include the applicable manufacturer warranty in addition to your rights under the Australian Consumer Law. Warranty periods and coverage vary between manufacturers and may differ between specific products, SKUs, or individual components within a product.
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. A copy of the purchase receipt must accompany any goods returned under warranty.
3.2 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:
- Contact our team with your proof of purchase and a description of the issue. Include photos or video where relevant.
- If the return is approved, Assistive Team will issue a Return Authorisation (RA) Number.
- Write the RA Number clearly on the outside of your return shipment. Do not write on the original product packaging.
- Ship the item back in secure packaging. Return freight costs are the customer's responsibility unless otherwise agreed.
- Once the item is received and assessed, 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.
4. Limitation of Liability
To the extent permitted by law, Assistive Team's liability for any loss or damage arising from the supply of products is limited to the purchase price of the relevant product. We are not liable for indirect, special, or consequential loss. Nothing in these terms limits your rights under the Australian Consumer Law.
5. Privacy and Governing Law
Privacy: We collect and use personal information to process orders and provide services. Our Privacy Policy explains how we handle personal data.
Governing law: These terms are governed by the laws of Victoria, Australia.
6. Contact
Assistive Team
Website: assistiveteam.com.au
Email: [email protected]
For questions about orders, returns, or warranty claims, please contact us with your order number and details.