1. Order Cancellations
You may request to cancel your order at any time before the order has been fulfilled.
If your cancellation request is received before fulfilment, we will cancel the order and issue a refund for the amount paid.
Once an order has been fulfilled or dispatched, it may no longer be possible to cancel the order. In this case, the request will be treated as a return request and will be subject to our return conditions below.
2. 14-Day Returns
M&M Collective accepts eligible return requests made within 14 days of receiving your order.
To request a return, please contact us within 14 days of delivery and provide your order number and details of the product you wish to return.
Returns must be approved by M&M Collective before the product is sent back.
Electric Wheelchairs
Because electric wheelchairs are large, heavy products that require specialist freight, customers should contact us before arranging any return shipment.
We will provide return instructions and confirm the appropriate return freight arrangements.
The product should be returned in an appropriate condition and with its original packaging, accessories, manuals and other included items where applicable.
3. Return Shipping
Return shipping arrangements may vary depending on the reason for the return and the delivery location.
For change-of-mind returns, return freight may be the customer's responsibility.
For products that arrive damaged, faulty or otherwise not as described, please contact M&M Collective as soon as possible so that we can assess the issue and determine the appropriate resolution.
Do not arrange expensive return freight without contacting us first.
4. Damaged or Faulty Products
If your product arrives damaged or you believe it has a manufacturing fault, please contact us as soon as possible.
Please provide:
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Your order number
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A description of the issue
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Photographs or videos showing the problem where possible
We may request additional information to help assess the issue.
Depending on the circumstances, we may arrange a repair, replacement, return or refund.
5. Refunds
Once an approved return has been received and assessed, M&M Collective will determine the appropriate refund or other resolution in accordance with the applicable return conditions.
Where a refund is approved, it will be processed using the original payment method where possible.
Refund processing times may vary depending on the payment provider or financial institution.
7. Additional Freight Charges
Electric wheelchair orders may be subject to additional freight charges for remote, very remote, offshore, limited-access or other non-standard destinations.
Where an additional freight charge is required, M&M Collective will contact the customer with a freight quote before dispatch.
The order will not be dispatched until the customer accepts the additional freight charge.
8. PO Boxes and Parcel Lockers
Electric wheelchairs cannot be delivered to PO Boxes or Parcel Lockers.
A valid physical residential or business address must be provided.
9. How to Request a Return or Cancellation
To request a cancellation or return, please contact M&M Collective with:
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Your full name
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Order number
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Product name
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Reason for the request
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Any relevant photographs or supporting information
We will review your request and provide the next steps.
M&M Collective reserves the right to assess each return request based on the circumstances of the order and product.
10. Contact Us
If you have questions about cancellations, returns or refunds, please contact M&M Collective before sending a product back.
We recommend contacting us before arranging return freight for any electric wheelchair.