At Mobility Plus NZ, we want you to shop with confidence. We offer a 30-day returns policy on eligible items, alongside your rights under the Consumer Guarantees Act 1993.

How long do I have to return an item?

You have 30 days from delivery to request a return.

To start a return, please email info@mobilityplus.co.nz with:

• Your order number

• Reason for return

• Photos of the item (if applicable)

Change of Mind Returns

We understand that sometimes circumstances change. However, due to the high cost of shipping mobility equipment across New Zealand:

• Change-of-mind returns are accepted on eligible items only

• The item must meet all return conditions (see below)

• Return freight must be paid upfront by the customer

• Customers are responsible for arranging return shipping (see “Return Shipping Instructions” below)

• Original shipping costs (including “free shipping”) will be deducted from your refund

• A restocking fee of up to 20% may apply for bulky items (e.g. wheelchairs, walkers, large equipment)

• If an item is on-sale it is ineligible for change of mind returns.

We strongly recommend contacting us before purchasing if you are unsure — our team is happy to help you choose the right product.

Return Shipping Instructions

For approved change-of-mind returns:

• Return freight must be paid upfront by the customer

• Customers are responsible for arranging return shipping to:

Mobility Plus NZ
15 Thornton Street, Putaruru 3411
New Zealand

• Please ensure your Order Number is clearly included with the return

We recommend using a tracked courier service, as Mobility Plus NZ is not responsible for items lost or damaged in transit.

If you prefer, we can arrange return freight on your behalf, with the cost charged upfront (the cost may be different to what you paid initially as some items are heavily freight subsidised).

Special Orders & Custom-Made Items & On-sale items

Some products are ordered in or made specifically for you — for example, custom-cut, made-to-measure, or specially indented items that we do not normally hold in stock. Because these are ordered or produced to your individual specifications, they cannot be returned for change of mind.

If you are unsure whether a product is right for you, please contact us before placing a special order — our team is happy to help you get it right the first time.

Of course, if a specially ordered or custom-made item arrives with a manufacturer fault or defect, you are fully protected under the Consumer Guarantees Act 1993. In these cases we will repair, replace, or refund the item as required and cover all reasonable return freight costs. Please contact us with photos and a description of the issue.

Non-Returnable Items (Hygiene & Safety)

For health and safety reasons, the following items cannot be returned once dispatched, even if unused:

• Incontinence products (pads, underwear, bedding)

• Toileting products (urinals, commodes, toilet frames, seat raisers)

• Shower chairs, bathroom stools, and hygiene equipment

• Cushions (pressure, posture, wheelchair cushions)

• Lift chairs and recliners

These items are considered personal-use or hygiene products and cannot be resold once shipped.

Condition of Returned Items

To be eligible for a return:

• Item must be unused and in brand-new condition

• Must be in original, undamaged packaging

• Must include proof of purchase

We are unable to accept returns for:

• • Used or assembled items

  • Damaged, marked, or altered items

  • Items not returned in original packaging

Bulky Items (Wheelchairs, Walkers, Large Equipment)

Due to the size and freight costs of large mobility equipment:

• Return freight must be paid upfront by the customer

• A restocking fee may apply

• Items must not be assembled, used, or altered

• Original packaging must be retained

If packaging has been discarded or the item has been used, the return may be declined.

Refunds

Once your return is received and inspected:

• Refunds are issued to the original payment method

• Outbound and return shipping costs are non-refundable

• Any applicable restocking fees will be deducted

• Refunds are processed within 10 working days

Store Credit Option

To provide a better outcome for our customers, we may offer:

• Full store credit (including original shipping) as an alternative to a refund

This allows you to exchange for a more suitable product without losing value.

Returns are received and processed in scheduled batches. Store credits will be issued once the item has been received and assessed by Mobility Plus NZ.

Faulty or Damaged Items 

If your item is faulty, damaged, or not as described, you are protected under the Consumer Guarantees Act 1993.

In these cases, we will:

• Repair, replace, or refund the item as required

• Cover all reasonable return freight costs

Please contact us with photos and a description of the issue.

How to Return an Item

1. Email us with your order details and reason for return

2. We will confirm eligibility and provide return instructions

3. Arrange and pay for return freight (or request us to arrange it)

4. Item is received and inspected

5. Refund or store credit is processed

Need Help?

If you’re unsure whether a product is right for you, please contact us before purchasing — we’re here to help you get it right the first time.

We have buying guides on the website to assist you with your purchase, alternatively:

📧 Email: info@mobilityplus.co.nz