Refunds & Returns Policy

Warranty, Refund and 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 Warranty 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. This Warranty Policy does not limit any rights or remedies available to you under Australian Consumer Law.

In addition, MoveWell Co offers a 12-month warranty on products found to be faulty or damaged, except (and subject to 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

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 original packaging (if applicable)
    • 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.

⚠️ 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.

⚠️ 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 day.

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

Delivery Issues

Delivery delays must be reported within 5 working days of dispatch.

Delays will be investigated with the courier partner, which may take up to 2 working day.

If no update is received within this timeframe, we will provide an appropriate remedy in line with Australian Consumer Law.

Delivery timeframes may be impacted 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 address is provided and the item is returned, return-to-sender and re-delivery costs may apply
  • If an incorrect product is returned, MoveWell Co is not responsible for its return

Change of Mind Refund Requests

We do not accept change of mind refund requests for:

  • Health and safety products
  • Bulk purchases (including pallet or pick-up orders)
  • Opened items

For eligible items, change of mind requests must be made within 7 days of delivery.

If not made within this timeframe, the request may be rejected.

Some products may be subject to supplier-specific policies. It is the customer’s responsibility to check the product listing for applicable conditions.

Items returned due to incorrect or incomplete delivery information (including unclaimed deliveries) will be treated as change of mind returns.

Change of Mind Request Procedure

You must contact MoveWell Co before returning any product.

Returns sent without prior approval will not be accepted.

Please provide:

  • Photos or video showing product condition
  • Reason for return

If approved:

  • Returns are to be arranged by the customer
  • A 10% restocking fee will apply

Refunds will be processed as follows:

  • If a return label is provided:
    Refund = item price + shipping, minus return postage and 10% restocking fee
  • If no return label is provided:
    Refund = item price + shipping, minus 10% restocking fee
  • If item is returned to sender (RTS):
    Refund = item price + shipping, minus 10% restocking fee, once received

Incorrect Address / Unclaimed Orders

Items returned due to:

  • Incorrect or incomplete address
  • Unclaimed delivery

will be treated as change of mind returns, and applicable fees will apply.

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? Reach out:
Phone: 0494 585 374
Email: info@movewellco.com.au
Address: PO BOX 1246 Kingscliff.
NSW. 2487