CARE WITH US – REFUND, RETURNS & WARRANTY POLICY

Electric Wheelchairs & Mobility Scooters

1. Overview

Care With Us supplies mobility equipment to individuals, NDIS participants, aged care clients, and organisations. This policy outlines the terms for refunds, returns, and warranty coverage.

This policy operates in accordance with the Australian Consumer Law (ACL) under the 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, or 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 any product supplied by Care With Us, the customer (including individuals, carers, organisations, NDIS participants, and aged care providers):

  • Acknowledges they have read and understood this policy
  • Agrees to be bound by all terms and conditions outlined
  • Accepts that warranty claims will be assessed strictly in accordance with this policy

4. Change of Mind Returns

Care With Us does not offer refunds or returns for change of mind, including:

  • Incorrect selection
  • No longer required
  • Personal preference

5. Care With Us Limited Warranty (1 Year)

A 12-month limited warranty applies only to:

✅ Covered Components:
  • Motor
  • Frame
  • Battery
✅ Covered Only If:
  • There is a manufacturing defect, OR
  • The component fails under normal use

6. Reporting Timeframe (Important Condition)

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

⚠️ This does not override ACL rights.

7. Delivery Inspection & Sign-Off

  • Products must be inspected at delivery or pickup
  • Any visible damage must be:
    • Reported within 24 hours, AND
    • Noted at delivery

If not reported:

  • Product is deemed accepted in good condition

8. What is NOT Covered

❌ User Damage / Accidents:
  • Collisions or impacts
  • Driving into objects
  • Dropping equipment
  • Transport damage
  • Water exposure
❌ Wear & Tear:
  • Tyres, brakes, seats
  • Lights, wiring, plastics
  • Chargers and accessories
❌ Improper Use:
  • Overloading
  • Unsafe operation
  • Incorrect terrain use
❌ Negligence:
  • Poor maintenance
  • Ignoring faults
  • Incorrect charging
❌ Modifications:
  • Unauthorised repairs
  • Non-approved parts

9. Warranty Assessment

  • All claims require inspection
  • Care With Us determines:
    • Manufacturing defect vs misuse

If not covered:

  • All costs are payable by the customer

10. Inspection & Call-Out Fee Clause

If:

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

👉 Customer must pay:

  • Inspection fees
  • Technician time
  • Transport/call-out costs

11. Examples of Coverage

✅ Covered:
  • Motor failure without impact
  • Battery failure under proper use
❌ Not Covered:
  • Motor damaged from collision
  • Battery misuse damage
  • Frame damage from accident

12. Returns for Faulty Products

  • Subject to inspection
  • Remedy provided per ACL

13. Return Conditions

  • Proof of purchase required
  • Inspection required
Costs:
  • Covered if fault confirmed
  • Paid by customer if not covered

14. NDIS Participants

For NDIS-funded purchases:

  • Equipment is supplied in line with NDIS standards
  • This policy still applies fully

Participants are responsible for:

  • Proper usage
  • Following guidelines
  • Reporting faults on time

⚠️ NDIS funding does not override this policy

15. Aged Care & Supported Clients

For aged care clients, carers, and support organisations:

  • The purchaser (provider, family member, or organisation) is responsible for:
    • Ensuring the equipment is used correctly
    • Training the user where required
    • Supervising safe use
  • Care With Us is not responsible for misuse, accidents, or improper handling by:
    • Residents
    • Patients
    • Staff or carers

⚠️ Damage caused in aged care or support environments is treated as user-related damage unless proven otherwise.

16. Workforce / Fair Work Clarification

Care With Us is not responsible for:

  • Actions or conduct of third-party carers, staff, or support workers
  • Workplace incidents involving the use of equipment
  • Employment-related obligations under Fair Work laws

Any workplace usage must comply with:

  • Employer safety policies
  • Training requirements
  • Applicable workplace regulations

17. Limitation of Liability

To the extent permitted by law:

  • Care With Us is not liable for:
    • Indirect or consequential loss
    • Injury or damage caused by misuse

Liability is limited to:

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

18. How to Make a Claim

Email: info@carewithus.com.au

Provide:

  • Proof of purchase
  • Issue details
  • Photos/videos

19. Final Notes

  • Warranty applies ONLY to:
    • Motor
    • Frame
    • Battery
  • Coverage applies ONLY to:
    • Manufacturing defects
    • Normal use failure
  • All other damage is excluded
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