Refund policy

Returns & Refunds Policy – Assist Ability Australia

At Assist Ability Australia, we take pride in providing high-quality consumable products and supporting NDIS participants across Australia. If there is an issue with your order, we’re here to help.

Change of Mind

Due to health and hygiene regulations, we do not accept returns for change of mind on consumable products (e.g., incontinence aids, personal care items), even if unopened.

Damaged or Faulty Items

If you receive a product that is damaged, faulty, or incorrect:

  • Please notify us within 7 days of receiving your order.
  • Provide your order number and a clear photo of the issue to orders@assistabilityaustralia.com.au.
  • If approved, we will offer a replacement, refund, or credit, depending on the circumstances.

Incorrect Items

If you received the wrong item:

  • Email us within 7 days at orders@assistabilityaustralia.com.au
  • We will arrange for the correct item to be sent and may request the return of the incorrect item at no cost to you.

Return Eligibility

To be eligible for a return or refund:

  • The issue must be reported within 7 days of delivery.
  • The product must be in original condition (unless faulty).
  • Proof of purchase is required.

Non-Returnable Goods

Other than any remedies under Australian Consumer Law or other relevant legislation, goods which are used in a way or environment that would create OH&S and hygiene risks may not be returned. This includes any goods that may have been soiled or exposed to biological contamination. This also includes but is not limited to goods used for: consumable healthcare goods, disinfection control products, cleaning products, bathroom & bathing; toileting; toileting & hygiene slings; stockings & undergarments; pillows, bedding & protectors; continence products; bracing & supports; compression garments.