If equipment is faulty, we fix it. If it is not right for the person, talk to us early and we will find a way through.
Last updated 9th September, 2026. This policy forms part of our Terms and Conditions.
Faulty or not as described
Under the Australian Consumer Law you are entitled to a repair, replacement or refund if equipment is faulty, unsafe, does not do what we said it would, or does not match its description. Contact us as soon as you notice the problem. We will arrange an inspection, a repair by our technicians or the manufacturer, or a replacement. Where the failure is major you may choose a refund instead. We cover collection and return costs for faulty goods.
Change of mind
We understand that equipment sometimes turns out not to suit the person, even after a trial. We accept change of mind returns on standard stock items when all of the following apply:
- You contact us within 7 days of delivery.
- The equipment is unused, clean and in its original packaging, in a condition we can resell.
- The return is approved by a Thrive manager before the equipment comes back.
A restocking fee applies to change of mind returns, plus the cost of collection where we collect the item. The fee depends on the product and is set by management; we tell you the amount before the return is approved. The same fee applies to showroom and delivered purchases. Refunds are made to the original payment method, or as a store credit if you prefer.
What cannot be returned for change of mind
- Special orders: equipment made or configured to a script, including custom wheelchairs, seating systems, and beds or mattresses ordered in non-standard sizes.
- Hygiene items that have been opened or used: commode pans, slings, cushions and mattress covers, bathroom aids, continence products and similar.
- Consumables such as batteries and tyres once fitted.
- Equipment that has been used, damaged, modified or is missing parts or packaging.
Your Australian Consumer Law rights still apply to all of these if the item is faulty.
NDIS and other funded purchases
Where equipment was paid for by the NDIS, a Home Care Package, Support at Home or another funder, any refund goes back to that funder under the same support category, not to the participant and not as store credit. We will provide the credit note and paperwork the plan manager or provider needs.
How to arrange a return
- Email team@thrivelifecare.com.au or call 03 6311 1415 with your invoice number, the product, and the reason.
- We confirm whether the return is approved and any fee that applies.
- Bring the item to a showroom, or we arrange collection Tasmania-wide.
- Once the item is checked, we process the refund or credit within 2 to 3 business days.
Contact
Thrive Lifecare Pty Ltd, ABN 85 645 776 352. 4 Broadland Drive, Launceston TAS 7250. Phone 03 6311 1415. Email team@thrivelifecare.com.au.