The following terms and conditions apply to all products and services undertaken by Rehab Hire.  These Terms and Conditions constitute an agreement between Rehab Hire Pty Ltd ACN 139 444 492 356 and you, the customer.

By using our services and products, you agree to these Terms and Conditions. We may amend these Terms and Conditions from time to time.  Any amendment is effective immediately.  If you do not agree to these Terms and Conditions, you should not proceed in engaging our services and products.

Copyright

The content contained on the Rehab Hire website is protected by copyright. No persons or businesses may use our website for personal and non-commercial purposes, except, where permitted by Rehab Hire in writing or by the relevant copyright legislation.  No person or business may use, copy, modify, transmit, store, publish or distribute the content on our website without express permission in writing from Rehab Hire.

Purchase Items
Delivery

Delivery fees are non-refundable.

Delivery charges apply to all orders processed online, except for items delivered to hospitals in the Melbourne Metropolitan Area.

Any additional delivery or storage charges incurred by Rehab Hire resulting from a customer’s action or request, may be passed onto the customer at the discretion of Rehab Hire.

If the customer refuses to receive a delivered product/s, 20% of the purchase price will be payable.

If the delivery is incorrect, please contact our Customer Service Team on 03 9646 7200 within seven (7) business days of delivery.

Stock Changes or Delays

Rehab Hire reserves the right to change the source of any of its products without prior notice.  Products on the Rehab Hire website are subject to modification, consistent with changes in design, specifications, or other factors.

Customers will be advised if out-of-stock products are placed on backorder and will be given an opportunity to cancel or amend their order accordingly, except in the case of custom-made products / orders.

All products must be paid for in full, including delivery, before the product will be shipped.

Pricing

Prices are subject to change without notice.  All pricing is in Australian Dollars and is inclusive of GST, unless otherwise stated.

Ownership (title) of the goods will only pass to the purchaser once Rehab Hire has received payment in full, from the customer.

Refund Policy

The following outlines our returns, exchanges, and refund policy for purchased items. By processing your payment with Rehab Hire, you are accepting the Terms and Conditions regarding shipping and any returns of your purchases.

All return policies issued by Rehab Hire abide by and are in line with the Australia Consumer Law (ACL).

Please choose your order carefully, if you change your mind, find the items elsewhere, or ordered the wrong item, you have 14 days (from the date of delivery) to return your order.

Additionally:

  • Any goods returned within the 14 day return period will incur a restocking fee of 20% of the purchase price.
  • Freight for product returns is the responsibility of the customer unless the product returned is faulty, covered by manufacturer warranty, or delivered in error by Rehab Hire.

If you require clarification or have any questions, please contact our Customer Service Team on 03 9646 7200 prior to placing your order.

Returned products must be in new, unused, and resalable condition in the original packaging (where appropriate).  Rehab Hire are unable to accept returns or exchanges for hygiene products (e.g. continence products, hip protectors, mattresses, shower commodes) unless faulty on receipt of delivery.

Custom made | Non-stock items

Non-stock items or custom-made items, custom scripted wheelchairs, or modified items specifically ordered in are not returnable.

Faulty | Damaged Items

Rehab Hire has strict quality control procedures in place. Every item that leaves our warehouse is individually checked and signed off before being shipped.

If your item is faulty, please contact our Customer Service Team on 03 9646 7200 within the manufacturer warranty period listed on the item.  We treat warranty items with the highest priority.

A copy of the purchase receipt must be provided to Customer Service with the returned goods when claiming under a warranty.

Warranty for dents, scratches or blemishes must be reported to the Customer Service Team within seven (7) business days of delivery.

A manufacturer’s warranty only applies to products when they are used in accordance with the user instructions and when the product has been properly assembled and maintained.  Warranty does not cover negligence, unauthorised repairs or alterations, improper installation, or accident.

Need to return an Item?  Here are the steps:
  1. Contact Customer Service on 03 9646 7200.
    Once Rehab Hire has confirmed the return request complies with the terms and condition of our Refund Policy, you will be issued a Returns Authorisation (RA) Number
  2. Download and complete a Return Form from the Rehab Hire website.
  3. Write the RA Number on the Return Form and on the outside of your return shipment. Do not write the information on the original product packaging.
  4. We treat warranty items with the highest priority. You will receive an email with the details and outcome of your processed return.  Please note that a refund or warranty replacement will only be given once the faulty item has been received and tested by Rehab Hire.
Hire Items

Rehab Hire has strict quality control procedures in place and ensures that all hire equipment is thoroughly sanitised, checked for safety and is in good working order prior to delivery.

It is the customer’s responsibility to check hire equipment upon receipt of the goods and report any issues to Customer Service within two (2) business days of receipt, otherwise the customer agrees and accepts responsibility and liability of the issues.

All hire equipment remains the property of Rehab Hire.  In the event that a customer wishes to purchase rehabilitation equipment, all requests must be made to Customer Service on 03 9646 7200.

Billing

All hires are for a minimum of one (1) week and commence on the day the equipment is received by the customer.

Rehab Hire does not require a deposit; however all hire fees are paid in advance (via credit card) with an initial charge of two (2) weeks, plus delivery.

The customer’s credit card will then be charged fortnightly until the equipment is returned.

Payment

Rehab Hire only accepts credit card payment (unless otherwise specified) and does not offer any insurance on hire equipment.

The customer agrees that the hire agreement may be cancelled, and items will be collected if payment is not received by the due date.

Quotes

Hire prices are quoted on a weekly basis (in Australian Dollars and GST free) unless otherwise stated and invoiced fortnightly.

It is the customer’s responsibility to notify Rehab Hire of any changes to address, contact details or banking/credit card details.

Delivery

Delivery charges apply to all equipment delivered by Rehab Hire or a representative of Rehab Hire and are inclusive of GST and will be confirmed via the customer signature or a representative of the customer at the time of delivery.

Rehab Hire will try to accommodate customer requests for specific booking times for delivery and / or collection however this is not always possible. If the customer requires a specific booking time, an additional delivery fee will be incurred. The additional fee will be discussed with the customer at the time of booking.

If the customer refuses to accept or receive delivered hire products, the delivery fee plus one (1) week of hire costs will be deducted from the customer’s credit card.

Pick-Up

Rehab Hire offer customers ONE free pickup of all hire equipment (unless otherwise stated).

When a customer no longer requires the hired equipment and wishes to return it, they must give Rehab Hire one (1) business days’ notice.  If the customer is not home during the scheduled pick-up or fails to answer the door, additional pick-up charges will be incurred.

Equipment Condition Upon Return

All equipment is to be returned to Rehab Hire in good working order. If any repairs or excessive cleaning are required, the customer shall be liable for all costs.  All repairs are to be conducted by Rehab Hire staff or a representative of Rehab Hire ONLY.

Rehab Hire may end the hire agreement if the equipment is damaged, misused or at the sole discretion of Rehab Hire.

In the event of any injury or damages caused or sustained by the use of equipment hired or purchased from Rehab Hire, the customer agrees to waive all liability and accept responsibility.

Lost Hire Equipment

In the event hire equipment is lost by the customer, the customer agrees to purchase the lost item from Rehab Hire.  The purchase amount will be determined by Rehab Hire and may be up to 100% of the items retail value.  Further, the customer agrees that hire fees will continue to accrue until such time that the purchase amount has been paid in full.

NDIS Funded Clients

NDIS funding approval and / or confirmation is required prior to processing any hire orders.

Self-Managed Participants

Will be required to provide credit card details to secure the hire order (Visa or Mastercard).  Self-Managed clients do have the option to pay via Electronic Funds Transfer (EFT) as some do not have credit cards.

Plan Managed Participants

Must provide written confirmation from the Plan Manager stating the participant has sufficient funds in their plan to cover the hire and delivery charges, coupled with billing details.

NDIA Managed Participants

NDIS must provide an approval quote for the required stated products and create a Service Booking.  For non-quote required stated supports Rehab Hire can create a Service Booking.

Service Agreements

A Service Agreement between the Client and Rehab Hire must be provided and signed by the client or their representative for each hire and stating the total hire costs.