Return Policy

From delivery, not from your purchase or order date. The clock starts the day the courier delivers your order, as recorded by the carrier’s tracking event. You have 30 full calendar days from that delivery date to request a return.

Orders that have not yet been dispatched can be cancelled at no charge at any time before they leave our Brits facility.

South African online shoppers also have a seven-day cooling-off right under the Electronic Communications and Transactions Act (ECTA). Our 30-day window is longer and includes that statutory right, so you never have to rely on the minimum.

Email info@duoactivemobility.co.za with your order number, the reason for the return, and photos if the item arrived damaged or incorrect. You can also call or WhatsApp +27 78 288 5083 (Mon-Fri 8am-5pm, Sat 9am-1pm).

We reply within one business day and issue a Return Merchandise Authorization (RMA) number together with the return address and step-by-step instructions. Do not ship equipment back without an RMA number; freight arriving without one may be refused at our Brits facility.

For a standard return, yes. The equipment must not have been ridden, installed, altered or repaired, and must not show wear beyond a short indoor test. It must be complete with everything it shipped with, and returned in its original packaging with the protective inserts, or equivalent packaging that gives it the same protection.

Some products carry hygiene seals — cushions, slings, mattress covers, bathroom aids and personal-care items. Once a seal is broken they cannot be returned for a change of mind. If one of these arrives damaged, defective or is not what you ordered, it is fully covered under Sections 8 and 9.

If the return is because we shipped the wrong item, the equipment arrived damaged or defective, or it does not match its listed specifications, we pay return freight in full and refund 100% of what you paid, including the original delivery charge.

If you are returning because you changed your mind, ordered the wrong model or size, or no longer need the item, you pay the return freight. You have two options:

• A scheduled courier collection anywhere in South Africa for R250, deducted from your refund.
• Drop the item off at, or courier it to, our Brits facility at your own cost.

Prefer an exchange? Exchanges follow the same 30-day window, condition rules and shipping costs as returns. Tell us what you need when you request the RMA, and we will confirm stock and any price difference before proceeding.

Original delivery charges are refunded only when the return is our error — the wrong item shipped — or a covered defect. If you are returning a correctly shipped, undamaged item for a reason of your own (wrong model, wrong size, change of mind), the delivery charge is non-refundable.

Standard delivery is free on orders over R2,000, so those orders have no delivery charge to refund. Express upgrades (R350) are non-refundable on change-of-mind returns.

No. We do not charge a restocking fee on eligible returns. For a change-of-mind return, the only deductions from your refund are the R250 collection fee, if you choose a scheduled collection, and any delivery or express fee you paid, which is non-refundable. If the return is due to our error or a covered defect, nothing is deducted.

If an item arrives back incomplete, or damaged because it was not packed securely, we may refuse the return or — only with your approval — deduct the actual cost of replacement parts and re-testing before refunding the balance. We will always send photos and a written quote before any such deduction.

We inspect every return as soon as it arrives at our Brits facility, which typically takes 2–4 business days. Once inspection confirms the item meets the condition requirements above, we issue your refund within 5 business days.

Refunds go to the original payment method used at checkout — card, Instant EFT, PayFast or bank transfer. If that method is no longer available, we refund by EFT to the account holder named on the order. If you would rather take store credit, we can issue it immediately once inspection passes.

Visa / Mastercard

5–10 business days to reflect

Instant EFT / bank transfer

3–5 business days to reflect

PayFast

3–5 business days to reflect

Store credit (optional)

Immediately after inspection passes

Posting times after we issue the refund are set by your bank or payment provider, not by us. They typically add 2–7 business days.

Do not refuse the shipment. Accept the delivery, note any visible damage on the courier’s delivery receipt before the driver leaves, and photograph the packaging and the equipment. Keep the carton and all packing material until the claim is settled. Email us at info@duoactivemobility.co.za within 48 hours of delivery with your order number and photos.

We handle the courier damage claim directly, at no cost or effort to you, and we will repair, replace or fully refund the equipment — including all delivery charges — at your choice. Where stock allows, we dispatch a replacement as soon as the claim is logged.

Email info@duoactivemobility.co.za with your order number and a photo of the item’s label, serial number or carton SKU within 7 days of delivery. We will send prepaid return instructions and arrange collection, and ship the correct item as soon as you confirm the wrong unit is ready for pickup — in most cases you do not have to wait for it to reach us first.

You pay nothing extra: no restocking fee, no return freight, and no charge for the replacement delivery.

Most equipment can be returned within the 30-day window. The exclusions below protect health, safety and custom-built orders.

These exclusions apply to change-of-mind returns only. They never take away your rights if equipment is faulty, unsafe or not as described — see Sections 11 and 12.

A return is for equipment you want to send back within 30 days of delivery. A warranty claim is for equipment that fails after you start using it. Every product we sell carries the manufacturer’s warranty stated on its product page — typically 1 to 3 years depending on the product and manufacturer — and South African law adds a six-month implied warranty of good quality on top.

To start a warranty claim, email info@duoactivemobility.co.za with your order number, a description of the fault, and photos or a short video. Our technicians triage within 2 business days and may ask you to bring the equipment to our Brits workshop or have it inspected by an approved technician. Approved claims are repaired or replaced at no charge for parts and labour.

Wear parts such as tyres, brake pads, upholstery and batteries are covered when they fail prematurely because of a defect. They are not covered for normal wear and tear, accidental damage, or repairs carried out by unauthorised third parties.

Nothing in this policy limits, replaces or reduces your rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.

Under the CPA, goods must be safe, of good quality and fit for their intended purpose. If equipment fails within six months of delivery, you may choose a repair, a replacement or a full refund. The ECTA gives online shoppers a seven-day cooling-off right, which sits inside our longer 30-day window.

If we cannot resolve a complaint to your satisfaction, you may escalate it to the National Consumer Commission or the Consumer Goods and Services Ombud. Our full contact details are below.