Customer information

Ordering

Ordering from 12U Mobility Aids is simple and secure. Browse our range of products online and add items to your cart. If you have any questions before purchasing, please don't hesitate to get in touch — we're happy to help you find the right product for your needs.

Payment Options

We accept cash as well as bank transfer. All transactions are processed securely. If you'd like to discuss payment options, please contact us directly.

Delivery & Shipping

We deliver throughout New Zealand. Delivery times and costs vary depending on the size and weight of the product and your location. Larger items such as mobility scooters and wheelchairs may require special freight arrangements. We'll be in touch after your order is placed to confirm delivery details but generally will be 2- 3 days North Isl and 3 - 4 days South Isl.

Returns & Exchanges

If you're not completely satisfied with your purchase, please contact us within 30 days of receiving your order. Items must be returned in their original condition and packaging. Please note that some products may not be eligible for return due to hygiene reasons. We'll work with you to find a fair solution.

Warranty

All our products come with a manufacturer's warranty. Warranty periods vary by product — please refer to the individual product listing or contact us for details. If you experience any issues with your product, get in touch and we'll help sort it out.

Contact Us

Have a question or need assistance? We'd love to hear from you. Visit our Contact page to get in touch with our team.

Shipping Info
Where do you ship?

We ship nationwide across New Zealand using our trusted logistics partner, Booths.

At checkout, you’ll be asked to select your nearest Booths depot from a list of locations across the country. This allows us to process your order and confirm freight details.

Once your order is placed, we’ll be in touch to confirm whether you’d like delivery to the selected depot or directly to your home or business address.

If your delivery address is a significant distance from the nearest depot, an additional freight charge may apply. We’ll always discuss and confirm any extra costs with you before proceeding.

Available Depot Locations

Whangarei
Auckland (Mt Wellington & Wiri)
Tauranga
Rotorua
Taupō
Hamilton
Gisborne
New Plymouth
Hastings
Whanganui
Palmerston North
Masterton
Porirua
Glenside
Seaview
Lower Hutt
Nelson
Blenheim
Christchurch
Greymouth
Timaru
Dunedin
Queenstown
Cromwell
Invercargill

If you have any questions or need help choosing the best delivery option, feel free to get in touch — we’re always happy to help.

RETURNS INFO
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.

More questions?
Get in touch.