At Mobility Plus NZ, we want you to shop with confidence. That’s why we offer 30-day hassle-free returns on most items. If something’s not right, we’re here to help — quickly, fairly, and with no unnecessary stress.
How long do I have to return an item?
You have 30 days from the date of delivery to let us know if you'd like to return your product. Just send us an email at info@mobilityplus.co.nz with your order number, the reason for return, and a few photos of the item.
What can’t be returned?
To keep our customers safe and meet strict hygiene regulations, some items cannot be returned — even if they haven’t been used. These products are classified as personal care or contact medical equipment, and once they leave our warehouse or a supplier’s facility, they can’t be resold or safely inspected for contamination.
We know this can feel restrictive, but maintaining hygiene, safety, and product integrity is our top priority. Products that cannot be returned include:
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Incontinence products – including disposable pads, adult underwear, pull-ups, and absorbent bedding. These are classed as medical consumables and cannot be resold once shipped.
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Toileting products – including urinals, toilet seat raisers, commodes, toilet surrounds, and frames. These are considered personal-use equipment under NZ health guidelines.
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Bathroom and personal cleaning items – including shower chairs, stools, and any equipment used in a wet area or for direct personal hygiene.
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Cushions – including pressure relief, posture, wheelchair, and comfort cushions. Due to close body contact, these are non-returnable under our hygiene policy.
If you’re unsure whether a product qualifies for return, please get in touch before you buy — we’ll give honest advice to help you choose the right item the first time.
What condition must returns be in?
To qualify for a return and refund, your item must:
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✅ Be unused and in perfect, brand-new condition
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✅ Be returned in the original, undamaged packaging
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✅ Include proof of purchase and your order number
We cannot accept returns for used, damaged, or marked products unless they are faulty and covered under the Consumer Guarantees Act.
How do refunds work?
Once your return has been received and checked, we’ll process your refund as quickly as possible. Here’s how it works:
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We inspect the item to confirm it meets the return conditions
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Refunds are issued to your original payment method
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Shipping costs (to and from you) are non-refundable
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Refunds are processed within 10 working days once approved
If the return doesn’t meet our conditions, we’ll contact you to discuss next steps.
How do I return a product?
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Email us at info@mobilityplus.co.nz with your order number, a brief explanation, and photos of the item
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We’ll review your request and let you know if the item qualifies for return
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Return the item to our Tauranga address (we’ll provide this), or request an Aramex courier pickup (charges apply)
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We inspect the returned item to confirm it meets all return criteria
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We process your refund, less any applicable freight costs
What if the item is faulty?
If your item has a fault or defect, you may be covered under the Consumer Guarantees Act 1993. We’ll repair, replace, or refund the product depending on the nature of the fault and your legal entitlements. Please email us with photos and a full description and we’ll respond promptly.
Need help?
Still unsure if your item qualifies for return? We’re happy to help — no pressure, just practical support from a NZ team that cares.
📧 Email: info@mobilityplus.co.nz
