Thrive Mobility – Cancellations & Returns Policy

At Thrive Mobility, we want you to feel confident in every purchase. Our policies are designed to protect both our customers and our business while complying with Australian Consumer Law (ACL).

1. Your Rights Under Australian Consumer Law

All goods and services sold by Thrive Mobility come with automatic consumer guarantees under the Australian Consumer Law (ACL). These guarantees mean products must be of acceptable quality, fit for purpose, and match their description.

For more information, please see the Australian Competition and Consumer Commission (ACCC) website.

2. Hygiene & Excluded Products

Due to strict hygiene regulations, certain products cannot be returned or exchanged unless faulty. This includes (but is not limited to):

- Shower chairs and bathroom aids

- Toileting products

- Cushions and mattresses

- Daily living aids that may come into contact with the body or mouth

These items are non-returnable for health and safety reasons.

3. Change of Mind Returns

If you change your mind about your purchase, Thrive Mobility offers:

- 7 days – Full refund or store credit

- Up to 30 days – Store credit

Conditions:

- Item must be unused, in original packaging, and in “as new” condition

- Proof of purchase is required

- Return shipping costs are the customer’s responsibility

- A 20% administration fee may apply to cover handling and processing costs

If these requirements are not met, Thrive Mobility reserves the right to decline the return.

4. Damaged or Faulty Goods

We take product quality seriously. If your item is faulty, damaged, or not as described, you are entitled to:

- Repair or replacement

- Store credit, or

- Full refund

Conditions:

- The product must be returned within 30 days of purchase

- Proof of purchase is required

- If the product carries a manufacturer’s warranty, we will assist in arranging repair, replacement, or refund under that warranty.

5. Mobility Scooters & Larger Equipment

We want you to feel confident with your mobility scooter purchase.

- If you’re not completely satisfied, return the scooter within 7 days for a full refund, or within 30 days for store credit

- Item must be in original condition with all accessories included

- Return shipping or collection fees may apply

Once delivered and signed for by the customer (or representative) confirming satisfaction, the sale is considered complete.

6. Returns Process

1. Notify Thrive Mobility in writing within the required time frame (email preferred). Telephone notification alone is not sufficient.

2. Provide proof of purchase (receipt or verifiable record).

3. Return the goods in original packaging, with all accessories included.

4. Contact your local Thrive Mobility store to arrange delivery or pickup of returned items (fees may apply).

7. Contact Us

For all returns and refund enquiries, please contact our team:

- Norwood: 08 8364 1046

- Murray Bridge: 08 7118 6666

- thrivemobility.au/contact-us

8. Policy Review

This policy will be reviewed annually or sooner if changes in law or business practice require updates.