Return Policy

Return Policy main image Return Policy image

Refunds, Returns and Warranty Policy

At Independent Living Care and Mobility Centre (ILCMC), we want our customers to be satisfied with their purchase. This policy explains our return, refund and warranty process.

Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law or any other rights that cannot lawfully be excluded.

Faulty, Damaged or Incorrectly Supplied Items

If your item is faulty, damaged on arrival, not as described, or incorrectly supplied by us, please contact us as soon as possible so we can assist you.

Depending on the issue and your rights under Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy.

If the product is confirmed to have a fault or has been incorrectly supplied by us, we will reimburse reasonable return costs where required by law.

Change-of-Mind Returns

We are not required to provide a refund or exchange if you change your mind, choose the wrong size, choose the wrong colour, no longer need the item, or find the item cheaper elsewhere.

However, as a goodwill policy, we may accept a change-of-mind return if all of the following conditions are met:

  • You contact us within 7 days of purchase or delivery.
  • The item is unused, unassembled, undamaged and in saleable condition.
  • The item is returned with its original packaging, manuals, accessories, tags and seals intact.
  • Proof of purchase is provided.
  • The return is approved by ILCMC.

Approved change-of-mind returns may be subject to a 20% restocking fee.

No change-of-mind return or credit will be accepted after 30 days from the invoice date.

Delivery charges, freight charges, assembly fees, installation fees and service fees are not refundable for change-of-mind returns, unless required by law.

Hygiene and Personal Care Items

For health and hygiene reasons, we do not accept change-of-mind returns or exchanges for hygiene-sensitive products, including but not limited to:

  • Commodes
  • Toileting products
  • Bathroom products
  • Showering products
  • Continence products
  • Personal care products
  • Compression garments and medical stockings
  • Items with opened, damaged or broken hygiene seals

This does not affect your rights if the product is faulty, incorrectly supplied, unsafe, or not as described.

JOBST and Medical Compression Products

Please order JOBST and other medical compression products carefully, as these products cannot be returned or exchanged for change of mind, incorrect size selection, or opened packaging due to health and hygiene reasons.

Before opening the package or security seal, please check:

  • Product code
  • Size
  • Compression level
  • Colour
  • Toe style
  • Length
  • Product description
  • Size guide on the box

If you believe we have supplied the wrong item, or the item is faulty on arrival, please contact us by email or phone as soon as possible, preferably within 2 business days of receiving the product.

Special Orders and Customised Products

Special orders, customised products, and items altered to a customer’s specifications cannot be returned or credited for change of mind.

This does not affect your rights if the product is faulty, incorrectly supplied, unsafe, or not as described.

Restocking Fee

Approved change-of-mind returns may be subject to a 20% restocking fee.

The restocking fee may be waived at our discretion in compassionate circumstances, such as where the user is admitted to hospital or has passed away, provided the goods are returned within 7 days, unused, undamaged and in saleable condition.

Any request to waive the restocking fee or the 30-day change-of-mind return limit must be approved by the Store Manager.

Warranty

Mobility equipment supplied by ILCMC is covered by a 12-month return-to-base warranty against defects in materials and workmanship from the date of purchase, unless a different warranty period is stated for the product.

This warranty is provided by:

Independent Living Care and Mobility Centre
59 Hampton Road
Keswick SA 5035
Phone: (08) 8346 3733
Email: sales@ilcmc.com.au

This warranty covers defects in materials and workmanship under normal use.

At our option, we may repair the product, supply replacement parts, replace the product, or provide another suitable remedy.

This warranty does not cover:

  • Misuse or abuse
  • Neglect
  • Accidental damage
  • Failure to follow instructions
  • Normal wear and tear
  • Damage caused by incorrect assembly or adjustment
  • Non-durable or consumable parts, including rubber accessories, tyres, castors, bearings, brakes and hand grips

To make a warranty claim, please contact us with proof of purchase and a description of the issue. Photos or videos may be requested to help assess the claim.

A return-to-base warranty means the item may need to be returned to ILCMC for assessment.

This warranty is in addition to any rights you have under Australian Consumer Law.

Partners and Resellers

All reseller returns for credit are at the freight expense of the reseller, unless otherwise agreed or required by law.

Warranty claims for reseller purchases may need to be assessed by the relevant supplier or manufacturer. Once the claim is assessed and resolved, ILCMC will arrange the appropriate credit, replacement, repair or other remedy.

No credit or replacement will generally be provided before the supplier or manufacturer has assessed and accepted the claim, unless ILCMC decides otherwise or is required by law.

Return Approval

All returns, credits and exchanges must be approved by ILCMC.

Only the Store Manager or an authorised Customer Service Team Leader may approve returns and credits.

Refund Method

Refunds will usually be processed back to the original payment method used for the purchase, unless we agree otherwise.

Refunds may be processed by Electronic Funds Transfer, EFTPOS refund, or credit card refund, depending on how the original payment was made.

Returns Process

To request a return, please contact us first by phone or email.

Independent Living Care and Mobility Centre
59 Hampton Road
Keswick SA 5035
Phone: (08) 8346 3733
Email: sales@ilcmc.com.au

Please include the following information with your return request:

  • Order number or invoice number, if known
  • Your name
  • Your contact details
  • A description of the item
  • The reason for return
  • Whether you are requesting a refund, exchange, repair or replacement
  • Photos or videos of the issue, if applicable

If you are requesting an exchange, please include the name, size, colour and item number of the replacement product where possible.

Please do not send goods back before your return request has been reviewed and approved.