Refund and Return Policy

At Care With Us – Assistive Technology Hub (CWU-ATH), we are committed to handling returns fairly, transparently, and in line with Australian Consumer Law. Please read this policy carefully to ensure your request meets our return guidelines.

Return Assessments – What You Need to Know

All return and refund requests must be submitted within 7 days of receiving your item.

To be considered for a return, your product must:

  • Include valid proof of purchase from CWU-ATH.

  • Be unopened, unaltered, and undamaged.

  • Include all original packaging, manuals, tags, labels, and accessories.

For certain products, a manufacturer inspection may be required to determine eligibility. CWU-ATH will coordinate this process within a reasonable timeframe. Please note: submission of a return request does not guarantee approval.

Non-Returnable Items

For health, safety, and hygiene reasons, some items cannot be returned unless they are faulty or covered under Australian Consumer Law. These include, but are not limited to:

  • Used, soiled, or biologically contaminated items

  • Personal or hygiene-related products, such as:

    • Bathroom and bathing aids

    • Toileting products and hygiene slings

    • Braces, supports, and compression garments

    • Kitchen aids, cutlery, and crockery

  • Customised or specially ordered products tailored to your needs

Restocking Fee

A 20% restocking fee may apply to eligible returns. This will be communicated to you once your product has been assessed and approved for return.

Delivery Charges

  • If the product is faulty or breaches a consumer guarantee, CWU-ATH will cover the return shipping costs.

  • For all other returns (e.g., where the item is not defective), return shipping is the responsibility of the customer.

When Returns Are Accepted

We accept returns when:

  • The product fails to meet consumer guarantees, such as being of acceptable quality or fit for purpose

  • The product breaches an express warranty from CWU-ATH or the original manufacturer

Change of Mind Policy

Please choose carefully. CWU-ATH does not accept returns or offer refunds for:

  • Change of mind

  • Incorrect product selection

  • Finding a lower price elsewhere

Refunds & Remedies

If your return is approved, we will offer a suitable remedy in line with Australian Consumer Law:

For Minor Issues:

  • Repair of the item

  • Replacement with an identical or similar product

  • Refund of the purchase amount

For Major Failures:
You have the right to choose between:

  • A full refund

  • A replacement (identical or similar)

  • Compensation for the reduced value, if you choose to keep the item

Refund Processing

Approved refunds will be issued via your original payment method:

  • Credit card

  • Cheque

  • Electronic Funds Transfer (EFT)

Please note: We do not offer cash refunds.

Warranty Coverage

In addition to your rights under Australian Consumer Law, CWU-ATH provides an express warranty on eligible products, ensuring they are free from defects in materials or workmanship for the stated warranty period.

Your Rights Under Australian Consumer Law

All products sold by CWU-ATH are backed by guarantees under Australian Consumer Law.

You are entitled to:

  • A replacement or refund for a major failure

  • Compensation for any other reasonably foreseeable loss or damage

  • Repair or replacement for minor issues

For more details, visit www.consumerlaw.gov.au.

Need Assistance?

We’re here to support you at every step. If you have questions about your return, warranty, or need help with the process, please contact our team:

📍 Visit us:
1/57 Willandra Drive, Epping VIC 3076
📞 Call us: 0478 637 760
📧 Email: info@carewithus.com.au

Thank you for choosing Care With Us – Assistive Technology Hub.

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