Shipping & Returns
Policy.
1. Order Processing & Confirmation
Orders are processed Monday to Friday, excluding public holidays. Once processed, a confirmation email will be sent, followed by a delivery update when your order is ready to dispatch. Some products may require additional lead time due to supplier availability.
2. Shipping Rates
All rates are inclusive of GST (10%). If additional costs apply based on location or order size, we will notify you before processing.
- Courier Delivery (Self-Installation Required) (orders $0–$150) — $38.50
- Delivery, Set-Up & User Training (orders $0–$500) — $55.00
- Delivery, Set-Up & User Training (orders $500–$2,000) — $88.00
- Delivery, Set-Up & User Training (orders $2,000 and up) — $165.00
- Delivery & Installation — Toilet Seat — $165.00
- Delivery & Installation — Single Item (Lift Chair or Bed) (orders $1,799 and up) — $192.50
- Delivery & Installation — Two Items (Lift Chair and Bed) (orders $1,799 and up) — $236.50
3. Delivery Conditions
Local deliveries are scheduled between 9 AM and 5 PM, Monday to Friday. Shipping charges are confirmed at checkout before you finalise your order.
Please ensure your delivery address is correct before confirming your order. If we are unable to ship to your address, we will contact you to arrange an alternative. While we aim to meet estimated delivery times, delays beyond our control may occasionally occur and we will communicate these where possible.
4. Warehouse Pickup
Pickup is available from our Petersham or Homebush West Warehouse. Orders are typically ready within five business days and you will receive an email notification when ready. Pickup hours are Monday to Friday, 9 AM to 4 PM.
5. Repairs & Warranty
If your item requires repairs, you can book an evaluation at one of our warehouses. Customers are responsible for shipping costs related to warranty assessment unless otherwise stated. We offer two options:
- Call-Out Service — a non-refundable $100 + GST call-out fee applies, covering the technician’s attendance time regardless of the outcome of the inspection.
- Warehouse Drop-Off — bring equipment to our Homebush West Warehouse by appointment. No call-out fee applies. Any required parts and labour will be quoted separately.
If the issue is due to damage, misuse, or falls outside the warranty period, the cost of spare parts and labour will be quoted and charged accordingly.
6. Damaged Orders & Missing Items
If your order arrives damaged or incomplete, please notify us within 48 hours of delivery by emailing sales@superrehab.com.au with supporting photos or video. We are not responsible for damages reported outside this timeframe.
Please ensure your delivery address is correct before confirming your order. Lost or misdirected items resulting from an incorrect address are not covered under warranty.
Super Rehab’s Returns Policy aligns with the Australian Consumer Law to ensure transparency and fairness in all transactions.
Your rights under the Australian Consumer Law are not affected by this policy. Nothing in this policy limits or excludes any guarantee, right, or remedy you may have under the Australian Consumer Law. If a product is faulty, unsafe, not of acceptable quality, or does not match its description, you are entitled to a repair, replacement, or refund — regardless of the change-of-mind conditions and exclusions set out below.
1. Change of Mind Returns
We accept change of mind returns under the following conditions:
- The item is returned within 7 days of purchase
- The item is unused, in its original packaging, and in a resalable condition with all manuals, tags, and accessories
- The original receipt or proof of purchase is provided
- A restocking fee of 25% + GST (or $50 + GST, whichever is greater) applies to change-of-mind returns only — no restocking fee applies to faulty or non-conforming goods
- Delivery costs are non-refundable and customers are responsible for return shipping costs
Change-of-mind returns that do not meet these conditions may not be accepted. This does not affect your rights for faulty or non-conforming goods under the Australian Consumer Law.
2. Items Not Eligible for Change-of-Mind Return
For hygiene and safety reasons, the following items cannot be returned or refunded where you have simply changed your mind. This exclusion does not apply if an item is faulty, unsafe, or not of acceptable quality — in those cases your Australian Consumer Law rights still apply and you may be entitled to a repair, replacement, or refund:
- 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 and customised products
3. Warranty & Faulty Items
We will accept returns and offer an exchange, refund, or store credit where the item is faulty, fails to meet acceptable quality standards, or 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
- Request approval first — submit all return requests in writing to sales@superrehab.com.au before sending the item back
- Return shipping — customers are responsible for return shipping fees unless the return is due to a warranty issue or a Super Rehab error
- Packaging — ensure returned products are packaged securely to prevent damage during transit
- Special orders — items specifically ordered for a customer 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.