Return & Refund Policy

This policy applies to purchases from M&M Collective. Nothing in this policy excludes or limits rights and remedies that cannot be excluded under the Australian Consumer Law.

1. Cancelling an order before dispatch

You may request cancellation before an order is fulfilled or dispatched. If cancellation is still possible, we will cancel the order and refund the amount paid. Once an order has been dispatched, it can no longer be cancelled.

2. Change-of-mind returns

M&M Collective does not accept returns, exchanges or refunds where a customer changes their mind, orders the wrong model, finds a lower price elsewhere or decides they no longer want the product. Please check the product specifications, dimensions, seat width, user-weight limit and access requirements carefully before ordering, and contact us if you need help comparing models.

This change-of-mind policy does not affect any rights or remedies under the Australian Consumer Law for faulty, unsafe, damaged, incorrectly supplied or misdescribed goods.

3. Faulty, damaged or incorrectly supplied products

If a product is faulty, damaged in transit, unsafe, materially different from its description, incorrectly supplied or otherwise fails a consumer guarantee, contact us as soon as possible with your order number, a description of the issue and photographs or video where available.

M&M Collective will assess the product and provide the remedy required by the Australian Consumer Law. Depending on the circumstances, this may be a repair, replacement or refund. Where the product has a major failure, the customer may be entitled to choose a refund or replacement. For a minor problem, we may choose to repair the product within a reasonable time.

4. Return method and costs for faulty goods

Do not arrange return freight before contacting us. Electric wheelchairs, mobility scooters, batteries and other large or regulated items may require specialist freight. We will provide the approved return address and arrange or approve reasonable return costs where required by the Australian Consumer Law. Smaller items may be returned using a tracked service after we provide instructions.

5. Refund timing

After an approved return is received and assessed, we will notify you of the outcome. An approved refund will normally be issued to the original payment method within 5 business days. Your bank or payment provider may take additional time to display the refund.

6. How to request a cancellation or remedy

Email admin@mandmco.com.au or phone 0494 689 495 with your full name, order number, product name, reason for the request and any relevant photos or video. We will provide the next steps and, where applicable, the approved return address and freight instructions.