Returns & Refunds Policy

Last updated: 24 November 2025

At Extra Mobility, your satisfaction is our priority. We offer one of the most generous return policies in the Australian mobility industry so you can shop with complete confidence.

30-Day Satisfaction Guarantee (Change of Mind)

• Try your mobility scooter, power wheelchair, or e-bike at home for a full 30 days from delivery.
• If you’re not 100% happy, return it in as-new condition with all original packaging, accessories, and proof of purchase for a full refund.
• Excludes custom-made items, hygiene products (e.g., cushions, seat covers that have been used), and specially ordered parts.
• Return freight is at the customer’s expense unless the item is faulty or we sent the wrong product.

Faulty or Damaged Items

• If your product arrives damaged or develops a fault, contact us within 7 days of delivery.
• We’ll arrange free collection and either repair, replace, or refund – whichever you prefer.
• All items are thoroughly inspected and tested before dispatch.

How to Return an Item

1. Contact us at sales@extramobility.store or call 1300 669 669 within the eligible timeframe.
2. We’ll issue a Return Authorisation Number and instructions.
3. Securely pack the item with all accessories and manuals.
4. Arrange return shipping (we can organise collection at your cost for change-of-mind returns).
5. Once received and inspected, we’ll process your refund within 5 business days.

Refund Method

Refunds are returned to your original payment method (credit card, PayPal, Afterpay, Zip, bank transfer). Afterpay/Zip refunds follow their standard processes.

Warranty Returns (After 30 Days)

All products include a minimum 24-month warranty. If a fault occurs after the 30-day period, it will be handled under our standard warranty process (repair or replacement at no cost to you).