What is the return policy?
12U Mobility Aids policy lasts 30 days. If 30 days have gone by since your purchase unfortunately we can’t offer you a refund or exchange by ‘right’.
To
be eligible for a return, your item must be unused and in the same
condition that you received it. It must also be in the original
packaging.
To complete your return we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable) but these will need to be agreed first:
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.
Refunds (if applicable)
Once
your return is received and inspected we will send you an email to
notify you that we have received your returned item. We will also notify
you of the approval or rejection of your refund.
If
you are approved, then your refund will be processed, and a credit will
automatically be applied to your credit card or original method of
payment within a certain amount of days normally 10 to 15.
Late or missing refunds (if applicable)
If
you haven’t received a refund yet please firstly check your bank
account one more time. Next contact your bank. There is often some
processing time before a refund is posted.
If
the refund is by a credit card then contact your credit card company as
it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@12U.co.nz
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We
only replace items if they are defective or damaged by either ourselves
or by our contracted third party being proven to be at fault.
You
will be responsible for paying for your own shipping costs for
returning your item. Shipping costs are non-refundable. If you receive a
refund the cost of return shipping will be deducted from your refund.
Depending on where you live the time it can take for your exchanged product to reach you may vary.
If
you are shipping an item over $75 you should consider using a trackable
shipping service or purchasing shipping insurance. We can’t guarantee
that we will receive your returned item.
Do you ship?
When you checkout you can select shipping quote. We will then provide a shipping quote.
Note: You will not be charged until the order is fulfilled. We will add shipping to your order when approved.
Where are your products manufactured?
Our products are manufactured in China. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.