Tynor Australia Returns Policy

Our returns policy is in addition to your rights under the Australian Consumer Law, because we want you to be satisfied with your purchase. Please read the following carefully so you are fully aware of your rights under this policy and our obligations to you.

Electric wheelchairs, mobility scooters and other large or battery-powered equipment are subject to separate return arrangements — please see "Electric Wheelchairs, Scooters and Large Equipment" below before arranging any return.

How to Return or Exchange Your Order

If you wish to return or exchange your order for a different size, colour or style, please follow the steps below:

• The product must be returnable as per our returns policy.
• You must return or exchange it within 30 days of the purchase date.
• All returned or exchanged items must be new, unworn and unwashed.
• All tags and packaging must be undamaged and in a resalable state. If the tags have been removed or you no longer have the original box, we are unable to accept the return or exchange.
• It is your responsibility to ensure the goods are packaged with reasonable care so they reach us in a fit and proper state.

You can open a return or exchange request using the link below:

Open a return or exchange case

The fastest way to receive a different size is to place a new order for the size you need, then return the original item for a refund. We will process your refund as soon as we receive and inspect the original item.

For any queries relating to your return, please email sales@tynor.com.au.

Returns & Change of Mind

Tynor Australia is under no obligation to accept a return where goods are no longer required, were ordered in error, are the wrong size, are unsuitable, or are surplus to requirements. Please do not attempt to return goods without prior authorisation — we cannot accept responsibility for unsolicited returns.

Our returns window is 30 days. Returned goods must physically reach our returns warehouse within 30 days of purchase. Once 30 days have passed, we are unable to offer a refund or exchange.

To be accepted, goods must be unused and returned in their original condition and packaging. All change-of-mind returns are made at the purchaser's expense.

A restocking fee of up to 15% of the purchase price may apply to change-of-mind returns, and may be waived at the discretion of Tynor Australia. On higher-value items such as electric wheelchairs and mobility scooters, this fee can be substantial — for example, a 15% fee on a $3,500 wheelchair is $525. Please contact us before purchasing if you are uncertain whether a product is suitable, so we can help you choose correctly the first time. The restocking fee does not apply to faulty goods or to any return arising from a failure of a consumer guarantee under the Australian Consumer Law.

Electric Wheelchairs, Scooters and Large Equipment

These products cannot be returned by ordinary post. Their batteries are classified as dangerous goods for transport, and the items themselves exceed standard parcel limits.

• Contact us first on 08 6186 0001 or sales@tynor.com.au. Do not book your own carrier and do not lodge the item with Australia Post.
• Where a return is approved, we will arrange compliant road freight and advise you of the collection arrangements.
• The item must be returned complete, including all batteries, chargers, accessories, manuals and the original packaging. We recommend keeping the original carton for at least 30 days after delivery.
• For change-of-mind returns, freight both ways and the restocking fee are at the purchaser's expense.
• Where the return arises from a verified manufacturing fault or a major failure under the Australian Consumer Law, we bear the reasonable cost of return freight and will arrange or reimburse the collection, and no restocking fee applies.
• A device that has been used beyond reasonable inspection and testing — for example, driven outdoors, or with visible wear to tyres, upholstery or frame — cannot be returned for change of mind, as it can no longer be sold as new.

Because these are significant purchases, we strongly recommend that an occupational therapist or other qualified healthcare professional assesses suitability, seating dimensions and control requirements before you order. Please also note that some control functions, including joystick sensitivity, are fixed by the manufacturer and cannot be altered after delivery. If a specific capability is required, please confirm it with us in writing before ordering.

Warranty terms for Easwe powered mobility products are set out on our Warranty page.

NDIS, Plan-Managed and Third-Party Funded Orders

Where an order is placed or funded by a third party — such as an NDIS plan manager, support coordinator, home care or aged care provider, or insurer — the following applies:

• The 30-day return window runs from the date of delivery. It is not extended by internal approval, assessment, funding or handover processes.
• Return and warranty requests should be initiated by the party that placed the order. We will accept a request from the end user where the purchasing party has confirmed in writing that they are authorised to do so.
• Any refund is made to the original payer.

Non-Returnable Items

For hygiene and safety reasons, several types of goods cannot be returned or exchanged unless they are faulty. If you simply change your mind or make an incorrect selection, we are unable to offer a refund on these items, so please choose carefully before purchase. Special-order and custom items are also non-returnable.

Non-returnable items include:

• Hernia belts, braces and support garments worn next to the skin
• Compression garments
• Cervical pillows and bedding accessories
• Fracture aids
• Heating pads and cold packs
• Needles and syringes
• Gloves, masks, gowns, face shields, hand sanitiser, alcohol wipes, hand wash, sneeze guards and PPE kits
• Special or custom orders
• Any item marked as non-returnable
• Opened or used products

Faulty Items

Goods returned as faulty will be inspected for a manufacturing defect. If a product is faulty, you are entitled to a remedy in accordance with the Australian Consumer Law. Where you have proof of purchase, we will refund the full cost of the product; without proof of purchase, we can offer an exchange for the same product. Shipping is not refunded unless the goods were sent in error or the fault amounts to a major failure.

Tynor Australia may return the product to the manufacturer to determine the nature of the fault. We reserve the right not to offer an exchange, refund or repair where the fault has resulted from misuse, neglect, unauthorised repair or modification, or a failure to follow the manufacturer's instructions. Nothing in this policy excludes or limits any consumer guarantee that applies under the Australian Consumer Law and cannot lawfully be excluded.

Damaged in Transit

Please inspect your delivery on arrival. If the outer packaging is severely damaged, you may refuse the delivery. Transport damage must be reported to us within 5 days of delivery, with photographs of both the damage and the packaging, so that we can lodge a claim with the carrier within their claim window.

Return Shipping & Charges

Please do not ship any products until your return request has been approved.

For standard parcel items, return postage is the customer's responsibility. For exchanges or size swaps, you will also need to cover the postage for the replacement item (flat rate $15.35 for items under 250 g), or you may include a pre-paid post satchel.

Where a return arises from a verified manufacturing fault or a major failure under the Australian Consumer Law, we bear the reasonable cost of return freight.

To return a standard parcel item, please post it to:

Returns & Exchanges
Tynor Australia
3/7 Weedon Road
Forrestdale, WA 6112
Australia

Do not post electric wheelchairs, mobility scooters, batteries or chargers to this address. Contact us first and we will arrange compliant freight.

Please allow up to 48 hours for us to review your claim and respond.

When returning items, we recommend using a trackable shipping service or purchasing shipping insurance. We are unable to guarantee that we will receive your returned item.

How to Lodge a Return

1. To request a return, please create a return request via your account. Once lodged, we will review your request and advise whether the product may be returned. Where required, we will provide a Return Merchandise Authorisation and instructions you must follow.
2. Once we receive the product, we will inspect the goods or investigate any claimed defect and, where applicable, provide a remedy. If we determine a remedy does not apply — for example, where the goods have been misused, used in an abnormal way, or not used in accordance with the manufacturer's instructions — we will reject the claim and return the goods to you. You will need to cover the cost of return shipping for any goods rejected on inspection, and we will provide instructions for this.
3. We aim to process refunds and replacements within 5 business days of receiving the original product, though this may take longer depending on the item and the volume of returns in our system.
4. When returning your item, please wrap the box in plastic or paper and do not affix any tape directly to the product packaging.

This policy applies to any item purchased from Tynor Australia by phone, email, website or mail, and applies to both retail and trade customers. It should be read together with our Terms & Conditions and Shipping Policy.

Last updated: August 2026