Warranty, Refund & Return Policy

In this policy, “you” or “your” refers to the customer, and “us”, “our” or “we” refer to MoveWell Co.

Where there are exceptions to this policy (including where supplier-specific warranty, refund or return policies differ), this will be noted on the product listing.

Warranty for products sold through MoveWell Co

All products sold through MoveWell Co come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. This policy does not limit any rights or remedies available to you under the Australian Consumer Law.

In addition, MoveWell Co offers a 12-month warranty on products found to be faulty or damaged, except (and subject to the Australian Consumer Law):

  • Where otherwise stated on the product listing (please refer to the listing for specific warranty periods)
  • Accessories or bonus gifts (as identified in the product listing)
  • Where the fault or damage is due to:
    • Normal wear and tear
    • Improper assembly or modification
    • Abnormal use or misuse
    • Lack of proper maintenance or care (e.g. fabric, leather or timber)
    • Damage to external packaging only

All warranty claims are assessed on a case-by-case basis. Depending on the nature of the issue, we may:

  • Send missing parts (if applicable)
  • Suggest a method of self-repair (if applicable)
  • Replace the product (subject to availability)
  • Offer an alternative product
  • Provide a partial or full credit or refund

Where a product has a major failure, you may choose between a refund or a replacement.

Making a warranty claim (damaged goods or missing parts)

To make a warranty claim, please contact MoveWell Co and include:

  • Your order number
  • Quantity of items or parts missing, faulty or damaged
  • Clear images or video showing:
    • The fault or damage
    • Missing parts (if applicable)
    • The product in its original packaging (if applicable)
    • The instruction manual highlighting the issue (if applicable)

Please also provide a brief explanation of the issue and your preferred outcome (refund, replacement or parts).

All images and videos must be of acceptable quality. Thumbnail images will not be accepted, as they do not allow proper assessment.

Please do not dispose of items before your warranty claim has been finalised, as we may require inspection. We reserve the right to decline claims if items are disposed of prior to finalisation.

Please do not return products unless instructed. If a return is required, we will provide a return label. Return postage will not be reimbursed if a return label has not been issued, or if the claim is deemed invalid.

Missing parts

Once a claim is received and validated, replacement parts will be dispatched as soon as practicable after availability is confirmed. Dispatch of spare parts may take up to 2 working days.

If parts are not available within a reasonable timeframe, an alternative solution will be provided in accordance with the Australian Consumer Law.

Delivery issues

If your order has not arrived within the estimated delivery timeframe, please contact us so we can investigate.

We will follow up with our courier partner, which may take up to 2 working days.

If the matter cannot be resolved within a reasonable timeframe, we will provide an appropriate remedy in line with the Australian Consumer Law.

Please note that delivery timeframes may be affected by unforeseen events such as natural disasters.

Refund, return and replacement procedure (faulty goods)

If you are entitled to a refund:

  • Please contact MoveWell Co
  • We will advise if the product needs to be returned
  • Refunds will be issued to the original payment method only

Refunds cannot be issued to a different account or card.

If you are entitled to a replacement or spare part, we will advise if the item needs to be returned.

Please note: if an incorrect product is returned to us, MoveWell Co is not responsible for its return.

Change of mind

We do not accept change-of-mind returns or refunds. Please choose carefully and check the product description, dimensions and intended use before ordering. If you are unsure whether a product is suitable for your needs, please contact us before placing your order and we will be happy to help.

This does not affect your rights under the Australian Consumer Law where a product is faulty, not as described, or otherwise does not meet a consumer guarantee.

Incorrect address or unclaimed orders

Please make sure your delivery address and contact details are correct at checkout. If an order is returned to sender because of an incorrect or incomplete address, or because it was not collected, you remain responsible for the costs involved. We can arrange re-delivery at your cost, or — if you prefer to cancel — we will refund the item price and original shipping less return postage and a 10% restocking fee.

Product recalls

In the event of a product recall, MoveWell Co will advise you of the required procedure.

NDIS customers

MoveWell Co supports NDIS participants, carers, and support coordinators.

  • MoveWell Co is an online retailer (not a registered NDIS provider)
  • Products may be purchased using NDIS funding where appropriate
  • Customers are responsible for ensuring purchases align with their NDIS plan

We are happy to provide invoices and product information to assist.

Questions?

Phone: 0494 585 374 Email: info@movewellco.com.au Address: PO Box 1246, Kingscliff NSW 2487


Per-Product Delivery Note (longer-delivery items)

Add this to the bottom of the description for any product with an extended delivery time.

A quick note on delivery: Please allow up to 15 business days for this item to arrive. We’ll send tracking as soon as your order is on its way. Thank you for your patience.