AbbiCare Return & Refund Policy

Overview

AbbiCare supplies high-quality mobility equipment tailored to individual needs across Australia.

We specialise in portable and foldable electric wheelchairs ranging from ultra-lightweight travel models through to heavy-duty portable models designed for users requiring higher safe working loads, including specialised models supporting up to 200kg and 300kg SWL.

As many of our products are medical-grade and hygiene-sensitive, our returns policy helps ensure all items remain safe, compliant, and suitable for future use.

We understand that purchasing mobility equipment online is an important decision. We strongly encourage customers to speak with an AbbiCare specialist before purchasing so we can help ensure the product is suitable for your long-term mobility, transport, comfort, and lifestyle needs.

AbbiCare has built a strong reputation as a portable electric wheelchair specialist by helping customers choose the right product from the beginning, which helps minimise returns and improve long-term customer satisfaction.

We will always endeavour to assist customers where reasonably possible, provided our processes are respected and the equipment meets the conditions outlined in this policy.

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High Ticket Product Purchases

AbbiCare strongly recommends customers speak with an AbbiCare specialist before purchasing any high-ticket mobility product online.

Portable electric wheelchairs are specialised mobility devices and suitability can vary depending on:

– User weight
– Mobility requirements
– Home access
– Vehicle transport needs
– Terrain usage
– Comfort requirements
– Posture support
– Lifestyle and travel requirements

We do not accept change-of-mind returns on high-ticket products purchased online without first speaking with an AbbiCare specialist.

Customers who choose to purchase without consultation accept responsibility for their purchasing decision.

General Change of Mind Return Conditions

Approved change-of-mind returns must meet ALL of the following conditions:

– Return request submitted within 7 days of delivery
– Product must be unused and in as-new condition
– Product must be clean and free from marks, scratches, odours, smoke exposure, pet hair, dirt, or signs of use
– All original packaging, manuals, chargers, accessories, and components must be included
– Customer is responsible for all return freight costs
– Customer is responsible for correctly packaging returned goods

A standard administration/restocking fee of $66 applies to approved change-of-mind returns.

If returned products are not packed correctly, neatly, or securely, an additional $66 repacking and handling fee may apply.

AbbiCare may assist in arranging return freight if requested, however all freight charges remain the responsibility of the customer.

Electric Wheelchair Change of Mind Returns

Electric wheelchairs purchased online may only qualify for return approval where ALL conditions are met:

– Return requested within 7 days of delivery
– Wheelchair remains unused and in as-new condition
– No outdoor usage
– No scratches, wear, damage, or signs of use
– Original box and packaging retained
– All included accessories returned

Due to hygiene, freight, and medical equipment standards, used electric wheelchairs cannot be returned for change of mind.

Cushion Policy

Wheelchair cushions cannot be returned for hygiene reasons.

This policy is strictly non-negotiable.

Any supplied cushion component bears a minimum non-refundable cost of $80.

Customers must choose carefully before purchasing.

MX5 & MX6 Safety Pendant Returns

This section applies to:

– MX5 SOS Pendant
– MX6 SOS Pendant

Returns may only be considered where:

– Return request is made within 7 days of delivery
– Product is unused
– Product remains in as-new condition
– Original packaging is included
– All accessories and components are returned

Used safety pendants cannot be returned for hygiene and safety reasons.

A $66 administration/restocking fee applies.

Accessories Returns

Accessories may only be returned where:

– Item is unused
– Item remains in as-new condition
– Original packaging is retained
– Product is safely repacked for transport

Examples include:

– Bags
– Chargers
– Holders
– Wheelchair accessories
– Add-on accessories

A $66 administration/restocking fee applies.

Return Approval Process

Before returning any product, customers must first contact AbbiCare by phone to discuss the return request.

Step 1 — Contact AbbiCare

Customers must speak with an AbbiCare team member before sending any item back.

Step 2 — Email Confirmation

After the phone discussion, customers must send a follow-up email confirming the return request.

Return requests must be emailed to: returns@abbicare.com.au

The email must include:

– Customer full name
– Contact number
– Tax invoice number or online order number
– Reason for return
– Photos if requested by AbbiCare

Returns sent without approval may be refused.

Warehouse Inspection Process

Please allow up to 10 business days for warehouse inspection once goods are received back.

If returned & products are found to be:

– Damaged
– Used
– Dirty
– Missing packaging
– Improperly packed
– Missing accessories or components

additional charges may apply at the reasonable discretion of AbbiCare.

Customers remain responsible for freight damage caused by insufficient return packaging.

Australian Consumer Law

Nothing in this policy excludes or limits customer rights under Australian Consumer Law.

Customers may still be entitled to remedies where products:

– Are faulty
– Are not fit for purpose
– Are significantly different from description
– Have major manufacturing defects

Where legally required, AbbiCare will provide an appropriate remedy including repair, replacement, or refund.

Change-of-mind policies are separate from Australian Consumer Law rights.

Employee Respect Policy

AbbiCare is committed to maintaining a safe and respectful environment for staff and customers.

Abusive, threatening, aggressive, discriminatory, intimidating, or inappropriate behaviour toward any AbbiCare employee will not be tolerated.

AbbiCare reserves the right to:

– Refuse service
– End communications
– Decline support
– Refuse return processing

where behaviour becomes abusive or unreasonable.

Defamation & False Public Claims

AbbiCare has worked hard to build and maintain a strong reputation for transparency, honest advice, customer support, and specialised mobility solutions across Australia and we take our national and local offline and online reputation seriously.

We encourage customers to contact our team directly if concerns arise so we can work toward a fair and reasonable outcome.

AbbiCare does not accept knowingly false, misleading, defamatory, or malicious public statements relating to customer purchasing decisions, misunderstandings of policy, or disputes.

Where defamatory or knowingly false content is published, AbbiCare reserves all legal rights available under Australian law, including requests for removal where appropriate.

Where knowingly false or defamatory content is published against AbbiCare, we reserve the right to pursue removal requests and legal remedies where appropriate under Australian law.

We encourage customers to contact our team directly so concerns can be addressed professionally and fairly.