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Refund policy

Refunds, Returns & Consumer Guarantees Policy

Our Commitment

Open Mobility is committed to complying with the Australian Consumer Law (ACL) and to resolving customer concerns fairly, reasonably and promptly.

All goods and services supplied by us come with guarantees that cannot be excluded under Australian law.

We understand that mobility and assistive technology products play an important role in safety, independence and quality of life. Every refund or return request is handled with care, respect and professionalism.

Consumer Guarantees

Under the Australian Consumer Law, products must:
  • Be of acceptable quality
  • Be safe and durable
  • Be fit for their intended purpose
  • Match their description or demonstration model
If a consumer guarantee is not met, customers are entitled to a remedy.

Faulty Goods & Major Failures

A product has a major failure if:
  • It is unsafe
  • It is significantly different from its description
  • It is substantially unfit for purpose and cannot easily be fixed
  • A reasonable person would not have purchased it if they had known about the issue
If a major failure occurs, the customer may choose:
  • A full refund, or
  • A replacement product
Refunds will be for the full purchase price paid, provided using the original payment method (unless otherwise agreed), and will not incur any restocking or administrative fees.

Minor Failures

If a product failure is minor and can be remedied within a reasonable time, we may:
  • Repair the product
  • Replace the product
  • Provide a refund
We will work closely with the customer to determine the most appropriate outcome, taking into account their needs and expectations.

Change of Mind & Suitability Returns

We recognise that choosing the right mobility or assistive product often involves consultation with family members, occupational therapists, or support coordinators. Even with careful planning, a product may not always be the right fit.

While the Australian Consumer Law does not require refunds for change of mind, Open Mobility is committed to working with customers to find a suitable outcome.

Where there is no product fault, we may:
  • Facilitate an exchange to a more suitable product
  • Reassess the situation with relevant stakeholders
  • Consider a refund where no reasonable alternative is available
For change-of-mind returns:
  • The product must be returned in reasonable condition
  • Excessive use, damage or modification may affect eligibility
  • A reasonable restocking or recovery fee may apply where delivery or handling costs have been incurred
Restocking fees will never apply where a product fails to meet consumer guarantees.

Ride it, Love it or Return it Policy

We want you to feel confident and comfortable with your new mobility scooter. That’s why Open Mobility offers our Ride it, Love it or Return it policy.

If you’re not completely satisfied, you can:
  • Return the product within 7 days for a full refund, or
  • Return within 30 days for a store credit
This policy is designed to give you added peace of mind when choosing the right mobility solution.

The following conditions apply:
  • The product must be returned in original condition
  • All accessories must be included
  • Proof of purchase is required
  • Return shipping or collection costs may apply where relevant
This policy operates alongside our Refunds, Returns & Consumer Guarantees Policy and does not limit your rights under the Australian Consumer Law.

Timeframes

There is no fixed timeframe (such as 7 or 30 days) under Australian Consumer Law for seeking a remedy.

Open Mobility does not impose arbitrary time limits.
Each claim will be assessed based on what is reasonable, considering:
  • The type of product
  • Cost and expected lifespan
  • Nature of the issue
  • Customer expectations
Manufacturer warranty periods do not override consumer guarantee rights.

Proof of Purchase

We may request reasonable proof of purchase, such as:
  • Receipt
  • Invoice
  • Order confirmation
  • Bank statement
Where possible, we will assist in locating purchase records.

Original Packaging

Customers are not required to return products in original packaging to exercise their rights under Australian Consumer Law.

Original packaging may only be relevant for change-of-mind returns where resale condition is necessary.

Contact Us

If you believe a product does not meet consumer guarantees or would like to discuss a return, please contact your nearest Open Mobility showroom or our team.

We are committed to resolving all concerns promptly, fairly and with your best outcome in mind.