Shipping and Returns

Shipping Policy 2024

Orders are processed Monday through Friday, excluding public holidays, upon receipt of your order. Upon processing your order, you will receive an order confirmation email. We will notify you with a delivery update when your order is ready for shipping. 

1. Shipping Rates:

We offer four tiers of shipping rates:

• Delivery by Courier: $30+GST
• Delivery and Set up (orders under $500): $50+GST
• Delivery and Set up (orders above $500): $80+GST
• Delivery and Installation: $130+GST

For urgent orders, we provide Same Day Delivery at a cost of $150+GST.

2. Special Delivery Requirements:

If you have any special delivery requirements, please don't hesitate to contact us. We are committed to working with you to find the most suitable solution to meet your needs.

3. Local Delivery:

Deliveries are scheduled between 9 am and 5 pm, Monday to Friday. Upon checkout, please provide a phone number for us to contact you to book a delivery date and time. Shipping charges for local delivery will be calculated and displayed during checkout.

4. Warehouse Pickup:

Select the local pickup option during checkout. Your order will be prepared within 5 business days. Once your order is ready for pickup, you will receive an email notification. Pickup hours are from 9 am to 4 pm, Monday to Friday, at our Petersham or Homebush West warehouse locations.

5. Repairs: 

If your item requires repair, you can book an evaluation session at one of our warehouses. Items ordered remotely must be shipped to Super Rehab for assessment of replacement, repair, or warranty coverage. 

6. Damaged Orders: 

In the unfortunate event that your order arrives damaged, please contact us immediately at sales@superrehab.com.au. We will not be responsible for damages unless we are notified within a 24-hour time frame after your order arrives. 

Returns Policy 2024

At Super Rehab, we are committed to your satisfaction with your purchase. Our returns policy complements your rights under the Australian Consumer Law, ensuring transparency and fairness in all transactions.  

1. Change of Mind Return

We offer the option of an exchange voucher or refund for change of mind returns, provided that the following conditions are met:

• The item must be returned within seven (7) days of purchase.
• Original purchase receipt or another form of adequate proof of purchase must be available.
• The item must be returned in its original condition, including packaging, instruction manuals, product tags, and accessories. 
• It should be unworn, unused, unassembled, and in its original state.
• Excludes sale items, special order products, or gift vouchers.

A restocking fee of 25% of the order value or $50.00 (whichever is greater) applies to all returns, meaning you will be refunded the remaining cost of the product.  Delivery costs are not refundable. We are not responsible for any shipping costs incurred during the return process. Failure to meet these requirements may result in the denial of an exchange voucher or refund for change of mind returns.

2. Items Not Eligible for Change of Mind Return

Some items are not eligible for change of mind returns, including:

• Adapted cutlery; 
• Bathroom equipment, such as shower commodes, raised toilet seats, shower chairs, over toilet aids, and transfer benches; 
• Bedding accessories, such as waterproof bed sheets;
• Continent care products, such as disposable pads and urinary catheters;
• Personal exercise tools, such as Therabubble, Theraband;
• Personal hygiene items, such as shower sponges, toe washers, urinal bottles, shower mats, and floor mats; 
• Products that have been installed, such as Throne toilet safety arms, Etac range toilet seat raisers, raised toilet seat with armrests, ROHO cushions;
• Special non-stock orders and custom products. 

3. Other Types of Return

We accept returns and offer an exchange voucher, refund, or exchange in the following cases:

• The product is faulty or does not meet acceptable quality standards.
• The product does not match the provided sample or description.

Please ensure you have your original purchase receipt or another form of adequate proof of purchase available. For any inquiries or assistance with returns, please contact us at sales@superrehab.com.au

We will promptly address the issue to ensure your satisfaction. At Super Rehab, we are dedicated to providing you with a seamless and reliable shipping experience. If you have any further questions or concerns, please feel free to reach out to us. Your satisfaction is our priority.