At Mobility Plus, we understand that sometimes returns are necessary. We want to make it simple, easy, and fast for you. If, for any reason, you need to return an item, please contact us at info@mobilityplus.co.nz to initiate the return process. See below for full details.

Notification Period:

Please let us know within 28 working days of receiving your order if you need to make a return. This helps us ensure a smooth process for you.

Product Eligibility:

For health and hygiene reasons, we can only accept returns for certain products. We understand this might limit your options, but it's important for maintaining safety and quality standards.

• Incontinence Products: This includes disposable items, underwear, and bedding designed for incontinence.
• Toileting Products: Any products related to toileting.
• Bathroom and Personal Cleaning Products: For health and hygiene reasons, we can't take back any bathroom or personal cleaning products.
• Cushions: Unfortunately, we can't accept returns on any type of cushion.

Condition of Product:

When returning an item, we want to ensure it's as easy and hassle-free as possible for you. To help with that, here are a few things to keep in mind:

• Perfect Condition: Please make sure the product is in perfect, unused, brand-new condition. This means it should be just like how you received it, without any signs of use or damage.
• Original Packaging: We kindly ask that you return the item in its original undamaged packaging. This helps protect the product during transit and ensures it stays in top condition.
• Proof of Purchase: Don't forget to include proof of purchase and your order number with your return. This helps us quickly process your request and get things sorted out for you.

By following these simple steps, we can make sure your return goes smoothly and you get the assistance you need.

Refunds:

Once we receive your return, we'll make sure everything checks out before issuing a refund. It's important to meet the terms mentioned above to ensure a smooth process:

• Verification Process: We'll carefully review the returned item to ensure it meets the conditions mentioned earlier. If everything looks good, we'll proceed with issuing your refund.
• Freight Costs: Please note that we don't refund any freight costs, including both sending and returning freight costs.
• Processing Time: Refunds typically take up to 10 working days to be processed once the return terms have been met. We appreciate your patience during this time.

Process for Returns:

Returning an item is simple and straightforward. Just follow these steps:

1. Email Us: Drop us a line at info@mobilityplus.co.nz with your order number and the reason for your return. Don't forget to attach photos of the product. We'll need these to ensure the item is in new, unused condition.

2. Reviewing Your Photos: Once we receive your email, we'll take a look at the photos you provided. If everything checks out and the product is in the condition we expect, we'll send you the address for the return.

3. Send It Back: You're responsible for shipping the item back to us. Make sure it's well-packed and protected during transit. Alternatively, we can arrange a courier for you. If you prefer this option, please let us know when you initiate the return process.

4. Verification: Once we receive the returned item, we'll verify that it meets our return conditions. This includes ensuring it's in perfect condition and in its original packaging.

5. Processing Your Refund: If everything looks good, we'll process your refund. Refunds typically take up to 10 working days to be processed, minus any freight costs incurred.

Still not sure?

Would you like to know more about our returns policy or have any questions? Don't hesitate to reach out to us at info@mobilityplus.co.nz. We're here to help!