At Wheelchair Sales Indesign, we are committed to ensuring your satisfaction and complying with all relevant consumer protections under Australian Consumer Law (ACL) and the NDIS Code of Conduct.
This policy outlines your rights and our obligations regarding cancellations, refunds, and returns for purchases made through our website or via email/phone order.
1. Change of Mind
Standard products (non-customised) If you change your mind, you may request a cancellation within 24 hours of placing the order for a full refund, provided the item has not yet shipped.
Customised or made-to-order products (e.g., seating systems) These cannot be cancelled or refunded once production has commenced, as they are manufactured specifically to your specifications.
2. Refunds & Returns
You are entitled to a refund, repair, or replacement under the following conditions:
Scenario
Outcome
Item arrives faulty, damaged, or not as described
Full refund or replacement (including shipping costs)
Wrong item delivered
We will arrange collection and send the correct item at no cost to you
Item is no longer needed but has not been used
Return within 14 days, in original condition, subject to restocking fee (up to 20%) and excluding shipping
Used items or damaged by misuse
Not eligible for return
Refunds will be processed to the original payment method within 7 business days of item inspection and approval.
3. NDIS Participant Purchases
If you’re an NDIS participant:
All products supplied are invoiced against the appropriate NDIS line item.
Refunds are returned to the original funding source (e.g., NDIA-managed, plan-managed, or self-managed account).
Any cancellation or change after dispatch may require plan manager or NDIA approval for refund processing.
4. How to Request a Cancellation, Return or Refund
Include: your name, order number, reason for return/cancellation, and photos (if applicable)
We will respond within 2 business days and provide next steps, including shipping return labels if eligible.
5. Shipping Costs
If the return is due to our error or a faulty item, we will cover all return shipping.
If you are returning an item for personal reasons (e.g., change of mind), you will be responsible for return postage, unless otherwise stated.
6. Non-Returnable Items
The following products are non-returnable due to hygiene and safety regulations:
Opened or used toileting and hygiene equipment
Customised or prescription-built items
Items marked final sale or clearance
7. Warranty Claims
Most products come with a 12–24-month manufacturer’s warranty. Please contact us with the issue and serial number (if applicable), and we will liaise with the manufacturer on your behalf.
8. Need Help?
We are committed to making your experience stress-free. Contact our Customer Support Team at:
Call: 02 9607 2233 
