Our Returns and Refunds Policy

Our Returns and Refunds Policy includes the rights you have under the Australian Consumer Law and provides you with additional benefits to those rights because your satisfaction is important to us.

Your Rights Under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

30-Day Money-Back Guarantee

We want you to be completely satisfied with your WalkerWorld purchase. If you are unhappy with your product for any reason, you can return it within 30 days of the delivery date for a full refund of the product price. Please note that this guarantee applies to the cost of the product only, and original and return shipping costs are non-refundable. To be eligible for a full refund under this guarantee, the returned item must be in its original condition and packaging, suitable for resale as new, and you are responsible for the cost and arrangement of return shipping.

Returns of Non-Faulty Rollators/Walkers Not in “As New” Condition:

Given the importance of hygiene and safety for our rollators and walkers, and to ensure the integrity of our products for all customers, the following specific guidelines apply to non-faulty returns under our 30-Day Money-Back Guarantee.

While we want you to be satisfied with your purchase, our 30-Day Money-Back Guarantee requires the returned item to be in its original condition and packaging, suitable for resale as new. This means the rollator/walker must be:

• Unused and undamaged: Showing no signs of wear, scratches, marks, or any form of use.
• Complete with all original parts and accessories: Including any manuals, tools, or protective coverings that were included in the original packaging.
• In its original packaging: The packaging should also be in good condition, allowing the product to be securely returned.

If a non-faulty rollator/walker is returned and is not in its original condition and packaging, and therefore not resalable as new, we regret that we will be unable to offer a refund or exchange under our 30-Day Money-Back Guarantee.

In such cases, we will notify you upon assessment of the returned item. You will then have the option to have the rollator/walker returned to you at your own expense for shipping. If you do not arrange for the return shipment within 14 days of our notification, the item may be disposed of in accordance with our internal procedures.

Your rights under the Australian Consumer Law regarding faulty items are not affected by this policy. If your rollator/walker is faulty, damaged, wrongly described, or breaches a consumer guarantee, we will happily provide a refund, exchange, or repair as outlined in the “Faulty Items and Exchanges” section of this policy.

We strongly encourage you to carefully inspect your rollator/walker upon arrival and retain the original packaging for the duration of the 30-day return period should you wish to return it under our guarantee.

Faulty Items and Exchanges

If your purchase is faulty, damaged, wrongly described, or in breach of a consumer guarantee, we will happily refund your money, exchange the product, or repair it as per your rights under the Australian Consumer Law.

Return Shipping Options for Faulty Items:

• Customer Arranged Return (Reimbursement): You can arrange the return shipping yourself, and if we confirm that the product is faulty, we will reimburse you for reasonable return shipping costs you have incurred. To ensure a smooth reimbursement process, we consider “reasonable” to be the standard shipping cost via Australia Post or another reputable courier of your choice, comparable to the original shipping method. To claim reimbursement, please keep your shipping receipt and provide a photograph or scanned copy to our customer support team along with your order number and details of the fault. Reimbursement will be processed using the same payment method as your original purchase. If you choose a return shipping method that is significantly more expensive than standard options, we may limit our reimbursement to the cost of a standard shipping service.

• WalkerWorld Return Label: Upon your request, we can provide you with a prepaid return shipping label for a flat fee of $30. If the item is confirmed as faulty, this $30 shipping fee will be refunded to you along with the product cost.

If you have ordered the wrong product and we agree to an exchange, you will be responsible for the return shipping costs of the original item and the shipping costs for the replacement item. The option of a WalkerWorld return label (with the $30 fee) may also be available for non-faulty exchanges at our discretion, but this fee will not be refunded.

To return a faulty item or initiate an exchange:

• Contact us: Get in touch with our customer support team via live chat, email, or contact form to discuss your return and whether you would like to arrange your own shipping or request a WalkerWorld return label.

• Provide information: Have your order number, email address, and reason for return/details of the fault or desired exchange product ready. If requesting reimbursement for self-arranged shipping of a faulty item, please provide your shipping receipt.

• Return the original item: If using a WalkerWorld return label, we will provide instructions on how to use it. If arranging your own shipping, please ensure the item is packaged securely to prevent damage during transit.

• Assessment: Once we receive the returned item, we will assess it to verify the fault or the condition for an exchange.

Refund, Replacement, or Repair:

• For faulty items where you arranged your own shipping, we will process a full refund (including reasonable return shipping costs).
• For faulty items where you used a WalkerWorld return label, we will process a full refund of the product cost and the $30 shipping fee.
• For exchanges of non-faulty items where a WalkerWorld return label is used, a $30 shipping fee will apply.

Important Notes:

• Proof of purchase must be provided to obtain a refund, exchange, or repair.
• Limits may apply under specific circumstances as outlined by the Australian Consumer Law.
• The option of a WalkerWorld return label is available at a cost of $30 for non-faulty returns under our 30-Day Money-Back Guarantee.

 

Need to return an item?

Fill out the Return / Refund Form here.