CARE WITH US – REFUND, RETURNS & WARRANTY POLICY

Hi-Lo Beds

1. Overview

  • Care With Us supplies Hi-Lo beds to:
    • Individuals
    • NDIS participants
    • Aged care clients
    • Organisations
  • This policy outlines:
    • Refunds
    • Returns
    • Warranty coverage
  • This policy operates under:
    • Australian Consumer Law (ACL)
    • Competition and Consumer Act 2010

       

2. Consumer Guarantees (Your Rights Under Law)

Under the ACL, products must:

  • Be of acceptable quality
  • Be fit for purpose
  • Match description
  • Be safe and durable

If a product fails:

  • Major failure →
    • Refund
    • Replacement
    • Repair
  • Minor failure →
    • Repair within reasonable time
  • These rights apply in addition to this policy

     

3. Acceptance of Policy (Binding Agreement)

By purchasing, accepting delivery, or using the product, the customer:

  • Confirms they have:
    • Read this policy
    • Understood this policy
  • Agrees to:
    • All terms and conditions
  • Accepts:
    • All warranty claims are assessed strictly under this policy

4. Change of Mind Returns

Care With Us does NOT offer returns/refunds for:

  • Incorrect selection
  • No longer required
  • Change in preference

5. Care With Us Limited Warranty

Warranty Periods:
  • Frame → 5 Years
  • Motor → 2 Years
  • Voice Control Box → 6 Months

     

Warranty Covers ONLY if:
  • Manufacturing defect exists, OR
  • Component fails under normal use

6. Reporting Timeframe (Important Condition)

  • All faults/damages must be reported:
    • Within 7 days of becoming aware
  • Late reporting may result in:
    • Claim rejection
    • Inability to verify cause

⚠️ Does not override ACL rights

7. Delivery Inspection & Sign-Off

Customer must:

  • Inspect product at:
    • Delivery OR
    • Pickup
  • Report visible damage:
    • Within 24 hours
    • And note at delivery

If not reported:

  • Product is deemed:
    • Accepted in good condition

       

8. What is NOT Covered

❌ User Damage / Accidents
  • Impact or collision damage
  • Dropping or mishandling
  • Transport-related damage
  • Water or liquid exposure
❌ Wear & Tear
  • Mattress (unless specified)
  • Upholstery / coverings
  • Wheels / castors
  • Cables and accessories
❌ Improper Use
  • Exceeding weight limits
  • Incorrect setup or assembly
  • Unsafe operation
  • Using outside intended purpose
❌ Negligence
  • Lack of maintenance
  • Ignoring faults
  • Improper storage
  • Incorrect use of controls
❌ Modifications
  • Unauthorised repairs
  • Non-approved parts
  • Electrical or structural changes
    9. Warranty Assessment
  • All claims require:
    • Inspection
  • Care With Us will determine:
    • Manufacturing defect OR
    • Misuse / user damage

If not covered:

  • Customer pays for:
    • Repairs
    • Labour
    • Transport

10. Inspection & Call-Out Fee Clause

If:

  • No fault is found, OR
  • Issue is not covered

👉 Customer must pay:

  • Inspection fee
  • Technician time
  • Call-out / travel costs

11. Examples of Coverage

✅ Covered
  • Motor stops working under normal use
  • Frame fault without impact
  • Voice control box failure (within 6 months, normal use)
❌ Not Covered
  • Bed damaged from impact or dropping
  • Control box damaged by liquid
  • Frame damage due to overloading
  • Motor failure due to misuse

12. Returns for Faulty Products

  • Subject to inspection
  • Outcome determined under ACL

13. Return Conditions

  • Proof of purchase required
  • Inspection required
Costs:
  • Covered → if fault confirmed
  • Customer pays → if not covered

14. NDIS Participants

  • Equipment supplied under:
    • NDIS standards
  • This policy:
    • Applies fully

Participants must:

  • Use equipment correctly
  • Follow guidelines
  • Report issues on time

⚠️ NDIS funding does NOT override this policy

15. Aged Care & Supported Clients

Responsibility lies with:

  • Provider / organisation / purchaser

They must:

  • Ensure correct use
  • Train users where required
  • Supervise safe operation

Care With Us is NOT responsible for:

  • Misuse by:
    • Residents
    • Patients
    • Staff
    • Carers

⚠️ Damage in these environments = user-related unless proven otherwise

16. Workforce / Fair Work Clarification

Care With Us is NOT responsible for:

  • Actions of:
    • Staff
    • Carers
    • Support workers
  • Workplace incidents
  • Employment obligations under:
    • Fair Work laws

Workplace use must comply with:

  • Employer policies
  • Training requirements
  • Safety regulations

17. Limitation of Liability

To the extent permitted by law:

Care With Us is NOT liable for:

  • Indirect loss
  • Consequential loss
  • Injury caused by misuse

Liability is limited to:

  • Repair
  • Replacement
  • Refund (if required by law)

18. How to Make a Claim

📧 Email: info@carewithus.com.au

Provide:

  • Proof of purchase
  • Description of issue
  • Photos/videos

19. Final Notes

Warranty applies ONLY to:

  • Frame
  • Motor
  • Voice Control Box

Coverage applies ONLY to:

  • Manufacturing defects
  • Normal use failure

❌ All other damage is excluded

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