Return Policy
Senior Mobility Service aims to supply quality pre owned mobility equipment and accessories. This Return Policy explains how returns are handled for customers in South Africa.
Eligibility For Returns
Products may be considered for return when the wrong item has been supplied, the item arrives damaged in transit, the item has a significant defect that was not disclosed or the product is not as described in the listing.
Customers should inspect products on delivery and notify us promptly if there are concerns.
Time Frame For Returns
To qualify for a review under this Return Policy, customers must contact us within a reasonable time after delivery. In most cases we request notification within 7 days for incorrect or damaged items and within 14 days for functional defects or issues that may appear after first use.
Return requests submitted outside these time frames will be assessed individually and may not be approved.
Condition Of Returned Items
Returned items must be clean and reasonably cared for, in the same condition as received unless the issue relates to a defect, and supplied with all accessories and parts that came with the product.
Items that show signs of misuse, neglect or unauthorised modifications may not qualify for return.
Non Returnable Items
For hygiene and safety reasons, certain items cannot be returned once used, except where there is a clear defect or legal requirement. These may include cushions, mattresses and personal support surfaces, toilet or bathroom aids that have been used and opened consumables.
Customised equipment or items modified specifically for an individual may be excluded from returns unless there is a manufacturing defect or statutory right.
Return Process
To request a return, customers should contact Senior Mobility Service through the website, email or phone with the order number and details of the issue. Clear photographs or additional information may be requested to help us assess the situation. We then confirm whether the item should be collected, returned via courier or handled in another agreed manner.
Once the item has been received and inspected, we advise on the outcome and any applicable replacement, repair, credit or refund in line with this policy and South African consumer laws.
Return Shipping Costs
Where Senior Mobility Service is responsible for the problem, such as incorrect items supplied or major defects, we arrange or reimburse reasonable return shipping costs.
Where the customer wishes to return an item for reasons unrelated to defects or incorrect supply, return courier costs may be for the customer’s account and a handling fee may be applied where reasonable.
Assessment And Outcome
Each return is assessed carefully, with consideration of product type, usage and condition. Possible outcomes include repair of the product where feasible, replacement with a similar item subject to stock availability, store credit for future purchases or partial or full refund as appropriate.
We follow relevant South African consumer protection guidelines when assessing returns.