Shipping and Returns

Shipping Policy 2025

1. Order Processing & Confirmation

Orders are processed Monday through Friday, excluding public holidays.

Once processed, an order confirmation email will be sent. A delivery update will be provided when the order is ready for dispatch.

Some products may require additional lead time due to supplier availability.

2. Shipping Rates

We offer multiple shipping options based on the type of service required:

• Delivery by Courier: $30+GST
• Delivery & Set-up (orders under $500): $50+GST
• Delivery & Set-up (orders above $500): $80+GST
• Delivery & Installation: $150+GST
• Same-Day Delivery (urgent orders): $150+GST

Shipping rates may vary depending on the location and size of the order. If additional costs apply, we will notify you before processing the order.

3. Estimated Delivery Time & Shipping Conditions

Local deliveries are scheduled between 9 AM – 5 PM, Monday to Friday.

Shipping charges are calculated at checkout and displayed before finalizing the purchase.

While we strive to meet estimated delivery times, shipping delays beyond our control may occur. We will communicate any unexpected delays where possible.

If we cannot ship to your provided address, we will notify you, and you may provide an alternative address.

4. Special Delivery & Assembly Requirements

If your delivery requires special handling, installation, or site access arrangements, please contact us before placing your order.

Some larger or complex equipment may require assembly upon delivery. For regional and interstate deliveries, assembly services may not be available.

5. Warehouse Pickup Option

Pickup Location: Super Rehab Petersham or Homebush West Warehouse

Processing Time: Orders are typically ready for pickup within 5 business days.

You will receive an email notification when your order is ready for collection.

Pickup Hours: Monday to Friday, 9 AM – 4 PM

6. Repairs & Warranty Evaluation

If your item requires repairs, you can book an evaluation session at one of our warehouses.

For remote orders, the item must be shipped to Super Rehab for assessment of replacement, repair, or warranty coverage.

Customers are responsible for any shipping costs related to warranty assessment unless otherwise stated.

We offer the following three options for repairs and warranty evaluations:

• Option 1 – Call-Out Service:
  For clients requiring an on-site inspection and repair, we can organise a call-out to check and repair the wheelchair. A non-refundable $100 + GST call-out fee will apply, regardless of warranty status.
• Option 2 – Warehouse Drop-Off:
  Clients or their families may bring the equipment to our Homebush West Warehouse by appointment.  No call-out fee applies for this option. Any required parts and labour may be quoted separately.
• Spare parts and labour:
  If the issue is determined to be due to damage, misuse, or falls outside the warranty period, the cost of any required spare parts and labour will be quoted and charged accordingly.

7. Damaged Orders & Missing Items

If your order arrives damaged or incomplete, you must notify us within 24 hours of delivery by emailing sales@superrehab.com.au with supporting photos/videos.

Super Rehab is not responsible for damages reported outside this timeframe.

Any lost items or misdirected shipments due to incorrect shipping information provided by the customer are not covered under warranty.

Returns Policy 2025

Super Rehab is committed to ensuring our customers receive high-quality products suited to their needs. Our Returns Policy aligns with Australian Consumer Law to ensure transparency and fairness in all transactions.

1. Change of Mind Returns

We accept Change of Mind Returns under the following conditions:

• The item must be returned within 7 days of purchase.
• The item must be unused, in its original packaging, and in a resalable condition, including all manuals, tags, and accessories.
• The original purchase receipt or proof of purchase must be provided.
• Restocking Fee: A 25% restocking fee + GST (or $50 + GST, whichever is greater) applies.
• Delivery costs are non-refundable. Customers are responsible for return shipping costs.

Failure to meet these conditions may result in the return being denied.

2. Items Not Eligible for Change of Mind Returns

For hygiene and safety reasons, certain items cannot be returned or refunded, including:

• Bathroom equipment (shower commodes, raised toilet seats, shower chairs, over-toilet aids, transfer benches)
• Personal hygiene items (sponges, toe washers, urinal bottles, shower mats)
• Bedding accessories (waterproof bed sheets)
• Continence care products (disposable pads, urinary catheters)
• Exercise tools (Therabubble, Theraband, resistance bands)
• Products that have been installed (Throne toilet safety arms, Etac range toilet seat raisers, ROHO cushions)
• Special non-stock orders & customized products

3. Warranty & Faulty Item Returns

Super Rehab will accept returns and offer an exchange, refund, or store credit in the following cases:

• The item is faulty or fails to meet acceptable quality standards.
• The product does not match the description or sample provided at the time of purchase.

Proof of purchase is required for all warranty claims.

4. Return Process & Responsibilities

• Request Approval: All return requests must be submitted in writing to sales@superrehab.com.au before sending the item back.
• Return Shipping Costs: Customers are responsible for return shipping fees unless the return is due to a warranty issue or error by Super Rehab.
• Customer’s Responsibility: The buyer is responsible for ensuring that returned products are packaged securely to prevent damage during transit.
• Non-stock & Special Orders: Items specifically ordered for a customer (special/custom orders) cannot be returned unless they are defective.

5. Refund Processing

• Approved refunds will be processed back to the original payment method used at checkout.
• Refunds may take 5-10 business days to appear in your account, depending on your payment provider.

6. Closing Notes

Super Rehab is committed to clear, fair, and compliant shipping and returns policies that protect our customers and maintain high standards of service. If you require further clarification, please contact sales@superrehab.com.au