Returns & Exchange Policy

At Agility Healthcare, we strive to provide quality products, excellent service, and a smooth shopping experience. If you’re not completely satisfied with your purchase, please refer to the below policies outlining how we handle returns, exchanges, refunds, cancellations, and replacements.

Returns Policy

We accept returns provided the following conditions are met:

  • The item is unused, in sellable condition, and returned in its original packaging with all accessories, manuals, and tags intact
  • The return is initiated within 30 days of receiving the product
  • The product is not customised, installed, or modified (e.g., drilled items, adjusted accessories)

Non-Returnable Items:

  • Products that have been drilled into, installed, or modified at customer request
  • Products that fall under our whitegoods range (e.g., lift chairs, beds) due to hygiene and safety regulations, unless the product is found to have a substantial manufacturing defect
  • Any item returned outside the eligible return window

Return Shipping:

Customers are responsible for all return shipping costs. If you would like our team to collect the item, a collection fee will apply.

Refund Policy

Refunds will be processed once the returned item has been received and inspected.

  • A 20% restocking fee applies to all approved change-of-mind returns
  • Shipping and installation charges are non-refundable
  • Refunds will be issued to the original payer (e.g., Plan Manager or funding agency) and not to individual recipients
  • We reserve the right to decline a return in cases where products are not in resellable condition, have been modified, or fall under the non-returnable category

Exchange Policy

Exchanges may be offered in the following cases:

  • A sizing or model adjustment is required (subject to availability)
  • The item is returned within 30 days, unused, and in resellable condition
  • The item is not part of the non-returnable category

Please contact our team to confirm eligibility before returning an item for exchange.

Cancellation Policy

  • Orders can be cancelled at no charge if the request is received before dispatch
  • If the item has already shipped or has been delivered, a return will need to be initiated (subject to the above policies)
  • Customised items (e.g. drilled accessories, special orders) cannot be cancelled once prepared or installed

Replacement Policy

Replacements may be provided in cases of:

  • Manufacturer defect
  • Damaged or incorrect items received

Requests must be made within 7 days of receiving your item. All replacement claims are subject to inspection.

Important Notes:

  • Refunds and exchanges due to change of mind are not guaranteed and are reviewed case-by-case in line with the above terms
  • A copy of your invoice or proof of purchase will be required for all returns and exchanges

    If you have any questions or need assistance with your return, exchange, or cancellation, our Customer Service Team is here to help. Contact us at 07 5678 2014