Our Commitment to You
At The Mobility Shop, we understand how important it is that the products you buy work the way they’re supposed to. Whether you’re purchasing for yourself, a loved one, or someone you care for, we want you to feel confident and supported throughout the process.
That’s why we follow all requirements under the
Australian Consumer Law (ACL), which is managed by the
Australian Competition and Consumer Commission (ACCC). These laws set out what you can expect when you buy from any Australian business—including your rights to repairs, replacements or refunds if something goes wrong.
What You’re Entitled To
Under the law, when you buy a product or service from us, you’re automatically covered by
consumer guarantees. These guarantees mean that the product must:
- Be safe, durable, and free from faults;
- Be fit for the purpose you told us you need it for;
- Match the description or photos on our website or in-store materials;
- Be installed correctly, if we’ve agreed to install it;
- Be delivered in a reasonable time if it’s being sent to you.
These rights exist even if the product also comes with a manufacturer’s warranty.
If Something Goes Wrong
If your item isn’t working as, it should, please contact us. Depending on the issue, we may:
- Repair the item;
- Replace it with a new one;
- Or give you a refund.
You also have the right to be compensated for any loss or damage caused by the problem—if it’s something we could have reasonably foreseen.
What type of solution we offer depends on whether the problem is
minor or
major:
- A minor problem can be fixed within a reasonable time. We’ll usually offer a free repair first.
- A major problem means the product is unsafe, very different from what you ordered, or not fit for purpose. In this case, you can choose a refund, replacement, or compensation.
Things to Keep in Mind
Consumer guarantees
don’t apply if:
- You’ve damaged the product through misuse or not following instructions.
- You’ve changed your mind or no longer need the product.
- You found the item cheaper elsewhere.
- The product was used in a way it wasn’t intended.
Business or commercial use may also be excluded from certain guarantees.
How to Request Help
We’ve made it simple to ask for a return, repair or refund:
- Contact us by phone, email or through our website.
- Let us know what went wrong and include your receipt or order number if possible.
- We’ll review your request and work with you to find the best solution.
- If needed, we may ask you to return the item for inspection.
We aim to respond to all enquiries within
2 business days.
Our Promise
We’ll always treat you fairly, listen carefully, and work quickly to sort things out. You won’t see “no refunds” signs on our site—because that would go against your legal rights. We’re here to help you stay mobile, independent, and confident in every product you buy from us.
Staff Training & Oversight
All our team members are trained in how consumer guarantees work so they can give you clear, helpful information. We also keep a record of any issues raised, to help improve our service over time.
Questions?
We’re always happy to answer questions about your rights or our policies. Just get in touch through our contact page or call us directly.
Contact Us
If you have any questions or concerns about our terms, policies, or anything else on our site, contact us:
Phone 08 7286 0218
0412 648 783
Email info@themobilityshop.com.au Address Shop 1/26 Cadell Street, Goolwa SA 5214
