Refund policy
RETURN & REFUND POLICY
1. ORDER CANCELLATIONS
You may request to cancel your order at any time before the order has been fulfilled or dispatched.
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. Please contact M&M Collective as soon as possible if you have an issue with an order that has already been dispatched.
2. CHANGE OF MIND
M&M Collective does not offer returns, exchanges or refunds where a customer simply changes their mind, decides they no longer require the product, finds the product cheaper elsewhere, or orders the incorrect product.
Please carefully review product descriptions, specifications, measurements and suitability before placing your order. If you are unsure whether a product is suitable for your needs, please contact us before purchasing.
This change-of-mind policy does not limit or exclude any rights or remedies you may have under the Australian Consumer Law.
3. AUSTRALIAN CONSUMER LAW
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.
If a product fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances and whether the failure is major or minor.
Consumer guarantee rights are not limited to a specific number of days and may continue to apply after any manufacturer's or supplier's warranty period has expired.
4. FAULTY, DAMAGED OR INCORRECT PRODUCTS
If your product arrives damaged, is faulty, is materially different from its description, is not fit for a disclosed purpose, or you receive an incorrect product, please contact M&M Collective as soon as reasonably possible.
Please provide:
• Your full name
• Your order number
• The product name
• A description of the issue
• Photographs or videos showing the issue where reasonably possible
• Any other relevant information that may assist us in assessing the issue
We may ask for reasonable additional information or arrange for the product to be inspected or assessed before determining the appropriate remedy.
For a minor problem, we may be entitled to provide a repair within a reasonable time. For a major failure, you may be entitled to choose a refund or replacement in accordance with the Australian Consumer Law.
M&M Collective is responsible for addressing consumer guarantee claims relating to products purchased from us. We will not require you to deal directly with the manufacturer instead of contacting us about your rights under the Australian Consumer Law.
5. ELECTRIC WHEELCHAIRS AND OTHER LARGE OR HEAVY PRODUCTS
Electric wheelchairs and some other products sold by M&M Collective are large, heavy and may require specialist freight.
If you believe a large or heavy product is faulty, damaged or otherwise fails to meet an applicable consumer guarantee, please contact us before arranging return freight.
We will provide instructions and, where required under the Australian Consumer Law, arrange collection or appropriate return freight within a reasonable time.
Please do not arrange expensive freight independently unless we have agreed to this with you.
Where a product is confirmed to have a problem covered by the Australian Consumer Law, M&M Collective will be responsible for reasonable return or collection costs as required by law.
You are not required to retain or return original packaging in order to exercise your rights in relation to a faulty product under the Australian Consumer Law. However, if packaging is still available, retaining it may assist with safe transport.
6. REFUNDS
Where a refund is required or approved, it will generally be processed to the original payment method used for the purchase where possible.
Processing times after we issue a refund may vary depending on your bank, card issuer or payment provider.
Any refund or other remedy relating to a product that does not meet a consumer guarantee will be handled in accordance with the Australian Consumer Law.
7. ADDITIONAL DELIVERY CHARGES
Electric wheelchair and other large-product orders may be subject to additional freight charges for remote, very remote, offshore, limited-access or other non-standard delivery destinations.
Where an additional freight charge is required before the original order is dispatched, M&M Collective will contact you with a freight quote.
The order will not be dispatched until you have accepted any applicable additional freight charge.
If you do not wish to proceed after receiving an additional freight quote, please contact us to discuss cancellation of the unfulfilled order.
These original delivery arrangements do not affect M&M Collective's obligations regarding reasonable return or collection costs for faulty large or heavy products under the Australian Consumer Law.
8. PO BOXES AND PARCEL LOCKERS
Electric wheelchairs and other large or heavy products cannot be delivered to PO Boxes or Parcel Lockers.
A valid physical residential or business delivery address must be provided.
9. HOW TO REPORT A PROBLEM OR REQUEST A CANCELLATION
To report a problem with a product or request cancellation of an unfulfilled order, please contact M&M Collective and provide:
• Your full name
• Your order number
• The product name
• The reason for your request
• Relevant photographs, videos or supporting information where applicable
We will review the information provided and advise you of the next steps.
Please contact us before sending any product back. This is particularly important for electric wheelchairs and other large or heavy products so that appropriate freight or collection arrangements can be made.
Do not send returns to our Waterford West location unless M&M Collective has specifically provided you with return instructions.
10. CONTACT US
M&M Collective
Email: admin@mandmco.com.au
Phone: 0494 689 495
Location: Waterford West, Queensland, Australia
If you have any questions about an order, cancellation, faulty product, return or refund, please contact us before sending a product back.