Country Care Group
Refunds, Returns & Consumer Guarantees Policy

Our Commitment

Country Care Group and its related entities are committed to complying with the Australian Consumer Law (ACL) and to resolving customer concerns fairly, reasonably and promptly.

All goods and services supplied by us come with guarantees that cannot be excluded under Australian law.

We recognise that assistive technology and mobility products impact safety, independence and wellbeing. We approach every refund or return request with care and professionalism.

Consumer Guarantees

Under the Australian Consumer Law, products must:
• Be of acceptable quality
• Be safe and durable
• Be fit for their intended purpose
• Match their description or demonstration model

If a consumer guarantee is not met, customers are entitled to a remedy.

Faulty Goods & Major Failures

A product has a major failure if:

• It is unsafe
• It is significantly different from its description
• It is substantially unfit for purpose and cannot easily be fixed
• A reasonable person would not have purchased it if they had known about the issue

If a major failure occurs, the customer may choose:
• A full refund, or
• A replacement product.

Refunds will be for the full purchase price paid, provided using the original payment method (unless otherwise agreed), and will not incur any restocking or administrative fees.

Minor Failures

If a product failure is minor and can be remedied within a reasonable time, we may:
• Repair the product
• Replace the product
• Provide a refund
We will discuss the issue openly with the customer and consider their reasonable expectations when determining the appropriate remedy.

Change of Mind & Suitability Returns

In the assistive technology sector, purchasing decisions often involve occupational therapists, family members, support coordinators and funding bodies. Despite careful assessment, a product may not suit the customer’s environment or personal preference.

While the Australian Consumer Law does not require refunds for change of mind, we are committed to working collaboratively to find a suitable outcome.

Where there is no product fault, we may:
• Facilitate an exchange to a more suitable product
• Reassess the circumstances with relevant stakeholders
• Consider a refund where no reasonable alternative is available

For change-of-mind returns:
• The product must be returned in reasonable condition
• Excessive use, damage or modification may affect eligibility
• A reasonable restocking or recovery fee may apply where significant delivery or handling costs were incurred

Restocking fees will never apply where a product fails to meet consumer guarantees.

Hire Equipment

Hire equipment is supplied subject to consumer guarantees.

If hire equipment is faulty, unsafe or not fit for purpose, we will:
• Repair or replace the equipment, or
• Provide a refund for the unused portion of hire charges where required under Australian Consumer Law

Customers are responsible for loss or damage beyond normal wear and tear during the hire period.

Deposits may be applied to cover damage beyond normal wear and tear, cleaning beyond reasonable use, or non-return of equipment. Deposits will not be retained where equipment fails to meet consumer guarantees.

Timeframes

There is no fixed timeframe (such as 7 or 30 days) under Australian Consumer Law for seeking a remedy.

We do not impose arbitrary time limits.

Claims will be assessed based on what is reasonable, taking into account the nature of the product, cost, expected lifespan, type of issue, and customer expectations.

Manufacturer warranty periods do not override consumer guarantee rights.

Proof of Purchase

We may request reasonable proof of purchase, such as a receipt, invoice, order confirmation or bank statement.

Where possible, we will assist customers to locate purchase records in our system.

Original Packaging

Customers are not required to return products in original packaging to exercise their rights under Australian Consumer Law.

Original packaging may be relevant only for change-of-mind returns where resale condition is necessary.

Contact Us

If you believe a product does not meet consumer guarantees or you wish to discuss a return, please contact your local store or our customer service team.

We are committed to resolving concerns promptly and fairly.