1. Overview

Care With Us supplies manual and self-propelled wheelchairs to:

• Individuals
• NDIS participants
• Aged care clients
• Organisations

This policy outlines the terms for:

• Refunds
• Returns
• Warranty coverage

This policy operates in accordance with 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
  • 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:

• Acknowledges they have read and understood this policy
• Agrees to be bound by all terms and conditions
• Accepts that warranty claims are assessed under 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

• Frame ONLY

Covered Only If

• There is a manufacturing defect, OR
• The frame 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

Customers must:

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

If not reported:

• Product is deemed:
  • Accepted in good condition

8. What is NOT Covered

❌ User Damage / Accidents

• Collisions or impacts
• Dropping the wheelchair
• Transport-related damage
• Misuse during loading/unloading

❌ Wear & Tear

• Tyres
• Tubes
• Brakes
• Bearings
• Upholstery (seat/backrest)
• Armrests / footrests

❌ Improper Use

• Exceeding weight capacity
• Using on unsuitable terrain
• Using for unintended purposes

❌ Negligence

• Poor maintenance
• Ignoring faults
• Improper storage

❌ Modifications

• Unauthorised repairs
• Non-approved parts or accessories
• Structural modifications

9. Warranty Assessment

• All claims require inspection
• Care With Us determines:
  • Manufacturing defect OR
  • Misuse / user damage

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

• Frame cracks under normal use
• Structural failure without impact

❌ Not Covered

• Frame bent due to collision
• Damage caused by tipping over
• Frame damage from overloading
• Wheel or brake wear

12. Returns for Faulty Products

• Subject to inspection
• Remedy provided in line with ACL

13. Return Conditions

• Proof of purchase required
• Inspection required

Costs

• Covered → if fault confirmed
• Customer pays → if not covered

14. NDIS Participants

For NDIS-funded purchases:

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

Participants must:

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

⚠️ NDIS funding does NOT override this policy

15. Aged Care & Supported Clients

The purchaser is responsible for:

• Ensuring correct use
• Providing training where required
• Supervising safe operation

Care With Us is NOT responsible for misuse by:

• Residents
• Patients
• Staff or carers

⚠️ Damage is treated as user-related unless proven otherwise

16. Workforce / Fair Work Clarification

• Not responsible for staff or carer actions
• Not responsible for workplace incidents
• Not responsible for employment obligations

Workplace use must comply with:

• Employer safety policies
• Training requirements
• Workplace regulations

17. Limitation of Liability

Care With Us is not liable for:

• Indirect or 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

Coverage applies ONLY to:

• Manufacturing defects
• Normal use failure

❌ All other components and damage are excluded