Refunds & Returns Policy

Returns

If for any reason your purchase is faulty, we ask that you return it to us within 7 days from date of purchase to be eligible for replacement. You will receive a replacement item or a credit for the purchase if the item cannot be replaced at the discretion of Balance Mobility.

To arrange for a return of your item, please contact us within 7 days of your purchase on 07 5536 8841 Monday-Friday business hours. We will assist you with your return request. Your item must be returned to us at the address on our contact us page unless otherwise stated and should be in its original packaging and in good clean condition. The cost of return will be paid for by the purchaser unless otherwise arranged with us in advance.

Returns and Requests for Credits

We are not required to provide a refund or replacement if you change your mind. But you can choose a refund or exchange if an item has a major problem. This is when the item: (a) has a problem that would have stopped someone from buying the item if they had known about it, (b) is unsafe (c) is significantly different from the sample or description (d) doesn’t do what we said it would, or what you asked for and can’t be easily fixed. (e) Alternatively, you can choose to keep the item and we will compensate you for any drop in value. (f) If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time, you can choose a refund or replacement. (g) Please keep your proof of purchase —e.g. your receipt. Products may be returned to Balance Mobility only with prior verbal or written permission from an authorised representative of Balance Mobility. All approved Returns must be shipped at Buyer’s cost and must be properly packaged and include a copy of the original invoice as instructed by Balance Mobility. Product returns which are not Approved Returns, or not otherwise consistent with the Balance Mobility Return Policy will not be accepted by Balance Mobility and may not be suitable for credit/return. Items returned without fault or prior notice may be subject to a 20% restocking fee. Items of an electrical or electro-mechanical nature are not returnable unless otherwise faulty on receipt of such goods. Non-stock items or custom made, or modified items specifically ordered in are not returnable under any circumstances.

The company does not give cash refunds. All refunds are either by Cheque, Eft, or onto a Credit Card.

Guarantee and Warranties

Balance Mobility distributes high quality goods that are generally backed by manufacturer’s warranty. The extent of this warranty is documented by way of “Written Warranty Statement” provided by the manufacturer with the relevant products supplied to the buyer by Balance Mobility. If the condition of the product is such as it might or would (subject to these terms) entitle buyer to claim warranty, to reject or reverse purchase order, or to reject the product, Buyer shall first make written request to Balance Mobility to fulfil any applicable warranty obligations. To the extent a valid warranty obligation exists, as determined by Balance Mobility, Balance Mobility shall then be entitled to take corrective actions within a reasonable time in the manner it deems appropriate, including, but not limited to repair or replacement of the product or refund the price paid for the product. If Balance Mobility takes corrective action, then Balance Mobility shall not be liable for any loss or damage of any nature whatsoever arising from and after initial delivery of the product, or the performance of its warranty obligations.

For repair, service and preventative maintenance work performed by Balance Mobility, Balance Mobility warrants its work against defects caused by faulty workmanship or materials for twelve months from the date of service, and will repair or, where irreparable, replace the same at its expense. The warranty does not apply where any repairs or modifications are carried out otherwise than by Balance Mobility or an authorised agent. Buyer shall not extend to any end-user warranty terms which are different than Balance Mobility’s standard warranty terms. Warranty details herein are in addition to your statutory rights that are applicable in your state of purchase. Except as above, all warranties and conditions, whether expressed or implied, as to the goods and their fitness for any purpose are excluded.

Products & Pricing

Balance Mobility reserves the right to change without prior notice the source of any of its products. Balance Mobility further reserves the right to discontinue without prior notice any of its product and stock or replacement parts thereof. Balance Mobility may further change the prices of its products at any time and without prior notice unless otherwise agreed in writing by Balance Mobility to expressly provide prior notice to buyer. Balance Mobility will make reasonable effort to provide advanced notice when possible. Billing and payment shall be in Australian Dollars unless otherwise agreed in writing by the parties.

Shipping & Delivery

We deliver products using several local freight operators. Shipping costs are influenced by the size and weight of the product and your location. Exact shipping costs are calculated in the shopping cart and will be added to the order total before checkout. Orders are dispatched within 2-3 business days. Shipping times are estimated at between 2 – 3 days for metro regions and 5 – 7 business days for regional areas. Although Balance Mobility will make every effort to adhere to any agreed time for delivery, it accepts no responsibility for any loss or damage resulting from any delay however caused.

Contact Us

If you have any questions about this Policy, please contact us.

Last Updated: February 20, 2025