At Velana Mobility, we stand behind the quality and reliability of every product we supply. Each electric wheelchair and mobility scooter is covered by a manufacturer’s warranty against defects in materials and workmanship, giving you added confidence and peace of mind with your purchase. Velana products are supplied by Australian Healthcare Supplies, a registered NDIS provider based in Perth, Western Australia.
Your Rights Under Australian Consumer Law
Our products 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 to compensation for any other reasonably foreseeable loss or damage. 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.
The warranty described on this page applies in addition to these consumer guarantees and does not limit or replace them.
Warranty Period
- The frame of every Velana electric wheelchair and mobility scooter is covered for 5 years against manufacturing defects.
- Other components — including motors, controllers, batteries, chargers and lights — are covered for 12 months from the date of original purchase, unless stated otherwise below.
Warranty cover is registered automatically when the original purchaser receives their order, and applies to that original purchaser only. It is non-transferable.
What Is Covered
The table below sets out the warranty period for each part and the defects covered. In general, faults caused by manufacturing or materials are covered; damage caused by accidents, misuse, modification or normal wear is not.
| Component | Warranty | What’s covered |
|---|---|---|
| Frame | 5 years | Manufacturing faults such as deformation, cracked welds or fractures. Damage from modification or collision is not covered. |
| Motor | 12 months | Manufacturing faults such as burnout, coil failure, demagnetisation or axle deformation. |
| Controller | 12 months | Short circuits, burnout or performance faults caused by manufacturing. Water ingress and cut cables are not covered. |
| Battery | 12 months | Faults such as poor contact, power loss, or capacity falling below 60% within the first 12 months qualify for a replacement. See the battery note below. |
| Charger | 12 months | Short circuits, burnout or performance faults caused by manufacturing. Water ingress and cut cables are not covered. |
| Front light | 12 months | Short circuits, burnout or manufacturing faults. Water ingress and cut cables are not covered. |
| Brake | 12 months | Manufacturing faults only. Collision damage, misuse and modification are not covered. |
| Seat, backrest, headrest, armrest | 12 months | Manufacturing faults only. Collision damage, misuse and modification are not covered. |
| Footrest, fender, shock absorber | 12 months | Manufacturing faults only. Collision damage, misuse and modification are not covered. |
| Tyres | 12 months | Manufacturing faults only. Punctures, collision damage and normal wear are not covered. |
Battery Note
If a battery develops a manufacturing fault or its capacity drops below 60% within the first 12 months, we will arrange a replacement. Where a battery is replaced under warranty, the replacement is covered for the remainder of the original warranty period rather than a new 12-month term. Damage caused by water ingress, use of an incorrect charger, or other misuse is not covered.
What the Warranty Does Not Cover
- Faults caused by not following the user manual, setup guidance, or recommended maintenance.
- Damage resulting from disassembly, unauthorised repairs, or modifications.
- Damage from improper use, incorrect storage, or accidents.
- Repairs carried out by a third party without our prior written agreement.
- Cosmetic wear such as surface scratches, scuffs to paintwork, and other consumable items.
- Minor damage to outer packaging or minor marks that occur during transport and do not affect use.
All warranty claims must include proof of purchase and clear photos or a short video of the fault. Without this evidence we may be unable to assess or approve a claim.
How to Make a Warranty Claim
- Take clear photos or a short video showing the issue.
- Email us a brief description of the problem, the photos or video, and your order number.
- Our team will review your claim and, where the cause is clear, provide a solution.
- If the fault cannot be diagnosed straight away, we will send simple troubleshooting steps and ask for a follow-up photo or video so we can identify the cause.
- Once your claim is confirmed, we will verify your delivery details and send the appropriate replacement part, along with instructions for fitting it.
Before lodging a claim, we encourage you to contact us first — many issues have a simple fix that avoids the need for a formal claim.
Shipping Damage
Please inspect the outer packaging on delivery. If the carton is badly damaged, you may decline the delivery. If you discover transport damage after unpacking, contact us with photo or video evidence within 5 days of receiving your order so we can help promptly.
Important Notes
- Second-hand or modified products, and products without proof of purchase, are not covered by this warranty.
- Spare parts may be updated or sourced from different suppliers over time. Minor differences in appearance or labelling are normal and do not affect performance.
- After the warranty period, replacement parts and shipping are available at the customer’s cost.
- This warranty is provided to the original purchaser from the date of purchase and is non-transferable.
Contact Us
For warranty support, please contact the Velana Mobility team:
- Phone: 08 6186 0001
- Email: sales@velana.com.au
- Address: 3/7 Weedon Rd, Forrestdale WA 6112
We aim to respond within one business day.
Please check with your doctor, physiotherapist, occupational therapist or healthcare professional to confirm any product is suitable for your needs and correctly sized. NDIS participants: supply is subject to your NDIS plan and approval.
