Refund policy
At MoveSmart, we want you to feel confident when purchasing mobility and daily‑living equipment. This policy explains when returns are accepted, how refunds are processed, and what exclusions apply.
Nothing in this policy affects your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
1. Change‑of‑Mind Returns (14 Days)
We offer 14‑day change‑of‑mind returns on eligible items. You have 14 days from the date your order is delivered to request a return.
To qualify, items must:
- Be unused and in the same condition you received them
- Include all original packaging, accessories, and manuals
- Include proof of purchase
2. Items Not Eligible for Change‑of‑Mind Returns
The following items cannot be returned once opened, unless they are faulty or misdescribed:
- Bathroom and toilet aids
(commodes, raised toilet seats, shower stools/chairs, etc.) - Cushions and pressure‑care products
- Incontinence products
- Personal‑care and hygiene items
Unopened packaging exception
If these items are fully sealed, unopened, and unused, we may consider a return or refund on a case‑by‑case basis.
You must request approval before sending anything back.
Always non‑returnable (opened or unopened) unless faulty
- Mobility scooters
- Power chairs
- Recreational scooters
- Golf carts
- Any other powered mobility device
- Custom, personalised, non‑stocked, or special‑order items
- Sale/clearance items
- Perishable, hazardous, or flammable goods
If you are unsure whether an item is eligible, please contact us before purchasing or returning.
3. Restocking Fee
Approved change‑of‑mind returns may incur a 15% restocking fee to cover inspection, administration, and repackaging.
4. Return Shipping Costs
For change‑of‑mind returns:
- Customers are responsible for return freight costs
- Original delivery charges are non‑refundable
5. How to Request a Return
You must receive approval before returning any item.
Email: sales@movesmart.nz
Return address:
MoveSmart Mobility Equipment
25 Mānuka Street
Taupō 3378
New Zealand
Items sent back without prior approval will not be accepted.
6. Faulty, Damaged, or Incorrect Items
Please check your order when it arrives.
If your item is:
- Faulty
- Damaged
- Not as described
- Incorrectly supplied
Contact us immediately with details and photos.
If a product is faulty, unsafe, or misdescribed, you may be entitled to a repair, replacement, or refund under the Consumer Guarantees Act. We will assess the issue and resolve it promptly.
7. Exchanges
To exchange an item:
- Return the original item (if eligible), and
- Place a new order for the replacement.
This ensures quick processing and stock availability.
8. Refunds
Once your return is received and inspected, we will notify you of approval or rejection.
Approved refunds:
- Are issued to your original payment method
- Are processed within 10 business days
Your bank or payment provider may take additional time to release the funds.
If 15 business days have passed since your refund was approved and you have not received it, please contact us at sales@movesmart.nz.
9. Your Legal Rights
This policy does not limit your rights. Under New Zealand law, you may be entitled to a remedy if goods are faulty, unsafe, or do not match their description.