Shipping & returns

You can have your order delivered to a work or residential address or collect from one of our warehouses.

If you enquire about a product, our team will provide you with a quote

Delivery of bulky items will be on via trucks with tailgate lifts and be delivered on a pallet. Please ensure a truck can access your property and if required you arrange for someone to support you to unpack the item.

Items considered bulky will incur additional freight and handling charges.

The delivery fee for bulky items is calculated by the size and weight of item/s, plus the delivery location.

Bulky items include lift chairs, beds, wheelchairs and any item above 22kg or items that have a greater volume than 1 cubic/sq.

This will depend upon your location and several factors for example whether an item needs to be set up, which will involve us booking in a technician at a mutually convenient time.  Usually:

Metro postcodes takes up to 6 business days.

Rural postcodes takes up to 14 business days.

Delays may sometimes occur beyond the control of Access Tech and we will advise you if this happens where we can.*

*We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our systems or major events, such as extreme weather conditions, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum. Access Tech cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.

Tracking details can be provided if we use a courier. If we deliver the product to you, we will contact you first to arrange a convenient time.

As a consumer, you are entitled to certain guarantees in respect of goods and services purchased from Access Tech. These guarantees are called Consumer Guarantees and are not impacted by the change of mind policy or limited by a defined timeframe. The Australian Consumer Law, however, does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Where you believe an item is faulty or defective, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If the goods or service has been deemed a major failure, you may reject the good or service and seek a refund, exchange or repair or you may keep the item and seek compensation for any drop in value. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time.

Where an item is damaged through misuse, neglect or abnormal use, Access Tech will not provide a refund, exchange or repair.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value
• you are also entitled to be compensated for any other reasonably foreseeable loss or damage

Access Tech will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law. There may be circumstances where you are not entitled to a remedy.

For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au

When there is deemed to be a major failure and in breach of a Guarantee under Australian Consumer Law or other applicable consumer protection laws or regulations.

Please choose carefully as returns and refunds are not possible where you have changed your mind, made a wrong selection or found the goods cheaper elsewhere. Please carefully review the goods and ask as many questions as possible to decide the goods are appropriate for you before proceeding with your final purchase.

Refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents:

• Original register receipt tax invoice (electronic or photograph will be accepted)
• Online Tax Invoice (order confirmations will not be accepted)
• Packing slip included in all online purchases
• Original return/exchange receipt/gift receipt

Please note that our team members are not responsible for proving your purchase. You must supply the proof of purchase, which our team members can validate.

Consumer guarantees under the Australian Consumer Law are not limited by a defined time period and can vary from product to product depending on the nature of goods, price and statements made on packaging and product labels. Our team can assist you with further information about the warranty period for the product you return.

In addition to the above, as long as an item is still in its original condition, we accept returns within the first 30 days, subject to a few rules, including rules under Australian Consumer Law.

Access Tech reserves the right to assess the eligibility of goods before accepting them for return. This includes reviewing the condition and age of the goods.

All goods that a customer wishes to be assessed for return must be:

(a) accompanied by valid proof of purchase documentation from Access Tech;

(b) unaltered from the purchased state and complete with accessories supplied with the goods as part of the purchase.

Goods that have been customised or modified to suit the specific needs of the customer or user may not be returned.

Goods that have been purchased in specifically for the customer or user and would not normally be held in stock by Access Tech as part of Access Tech’s range may not be returned unless upon request Access Tech’s supplier accepts the return from Access Tech. Access Tech will endeavour to procure such acceptance within a reasonable time.

Whereupon assessment it is confirmed that goods have breached a consumer guarantee under Australian Consumer Law, any shipping costs to return the goods to Access Tech will be at Access Tech’s cost. If the goods have not breached a consumer guarantee under Australian Consumer Law, any shipping costs to return the goods to Access Tech will be paid for by the consumer.

Subject to any obligation of Access Tech at law to the contrary, when Access Tech accepts goods for return:

1. For a failure to comply with a consumer guarantee which is not a “major failure”, Access Tech may either:
   (a) have the goods repaired or provide an identical replacement; or
   (b) provide a refund of the amount paid for the goods; within a reasonable time.
2. For items considers as a “major failure” and cannot be remedied, you may either:
   (a) reject the goods and choose a refund or identical replacement or one of the same type and similar value (if reasonably available);
   (b) keep the goods and get compensation for any drop in value of the goods caused by the failure; or
   (c) agree with Access Tech to a repair of the goods.

Refunds for all purchases will be given using your original payment method (online purchases will automatically be refunded to the account used to pay) except in the following circumstances:

• Where a credit or debit card was used to make the purchase, the cardholder and the same card used for the purchase must also be presented and used for the refund, otherwise a Access Tech store credit will be provided
• If the purchase was made using a mobile payment or digital wallet service such as Apple Pay, Samsung Pay, Google Pay etc, the refund will be processed back to the mobile or digital wallet
• Cash refunds may only be provided if the initial purchase was paid in cash.