Last updated: 1 July 2026

At Velana Mobility, we want you to be confident in your purchase. This Refund Policy explains how returns, refunds, and exchanges work for mobility scooters, power wheelchairs, and related products purchased from velana.com.au. If something isn’t right with your order, please contact us first — most issues can be resolved quickly and directly with our team.

Velana Mobility is a brand of Tynor Australia Pty Ltd (ABN 39 632 237 346).

Your Rights Under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Nothing in this policy limits or replaces those rights.

  • If a product has a major failure, you are entitled to choose a refund or a replacement.
  • If a product has a minor failure that can be fixed within a reasonable time, we may choose to repair it, replace it, or provide a refund.
  • You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.

These consumer guarantees apply regardless of our change-of-mind policy below.

Change-of-Mind Returns

We accept change-of-mind returns within 30 days of delivery, provided the item meets all of the following conditions:

  • Unused and in its original, as-new condition
  • In the original packaging with all manuals, chargers, keys, and accessories included
  • Not registered, activated, or used outdoors
  • Free from any signs of wear, dirt, or damage

For change-of-mind returns:

  • There is no restocking fee.
  • The customer is responsible for return shipping costs. As mobility equipment is large and heavy, we recommend a trackable, insured freight service.
  • Once we receive and inspect the returned item, we will refund the purchase price to your original payment method.

Items We Cannot Accept for Change-of-Mind

For safety, hygiene, and quality reasons, the following cannot be returned for change of mind (your rights under the Australian Consumer Law for faulty items still apply):

  • Products that have been used, ridden, or taken outdoors
  • Custom-configured, special-order, or made-to-order items
  • Batteries or electrical components that have been installed or used
  • Seat cushions and other personal-contact items once used
  • Clearance, ex-display, or final-sale items marked as non-returnable

Faulty, Damaged, or Incorrect Items

Please inspect your order on delivery. If your item arrives damaged, faulty, or is not what you ordered, contact us within 7 days of delivery with your order number and clear photos.

  • We will arrange an assessment and, where a fault is confirmed, provide a repair, replacement, or refund in line with the Australian Consumer Law.
  • For confirmed faults or transit damage, we cover the cost of return freight.
  • Please keep all original packaging until the matter is resolved, as it may be needed for safe return transport.

Warranty

Mobility products are covered by a manufacturer’s warranty. The warranty period and coverage are stated on each product page and in the documentation supplied with your order. Warranty claims are handled separately from change-of-mind returns and do not affect your rights under the Australian Consumer Law.

Pre-Orders and Deposits

Some models are supplied on a pre-order basis with an estimated lead time noted on the product page. If you need to cancel a pre-order before it is dispatched, please contact us and we will discuss options with you. Once an item has shipped, our standard change-of-mind conditions apply.

NDIS and Plan-Managed Orders

If your purchase is funded through the NDIS, please let us know at the time of ordering. Returns and refunds for NDIS-funded items are handled in line with this policy and your plan arrangements. Please contact us before returning an item so we can assist with the correct process.

How to Request a Return or Refund

To start a return or refund, email sales@velana.com.au with:

  • Your order number
  • The product name
  • The reason for your return
  • Photos, if the item is faulty or damaged

Our team will respond within 2 business days with return instructions and an authorised return address. Please do not send any item back before receiving return authorisation from us.

Refund Timeframe

Approved refunds are processed within 5 business days of us receiving and inspecting the returned item. Refunds are made to your original payment method. Depending on your bank or card provider, it may take a few additional days for the funds to appear.

Contact Us

If you have any questions about this policy or need help with a return, please get in touch:

Velana Mobility — a brand of Tynor Australia Pty Ltd
ABN 39 632 237 346
3/7 Weedon Road, Forrestdale WA 6112
Email: sales@velana.com.au
Web: velana.com.au