Refund policy

Returns, Exchanges, Refunds and Cancellations

We want you to be happy with your purchase. If something isn't right, here's what you need to know.

Change of Mind Returns

You can return most products within 30 days of purchase, provided the item is:

• Unopened and unused
• In its original, undamaged packaging
• All seals, vacuum-sealed plastic, and peel strips are intact

A 20% restocking fee applies, and any itemised shipping costs will be deducted from your refund or exchange value. For paid orders, our cost of card acceptance is also deducted (see Refunds and Card Payment Costs below).

How to Return

Before sending anything back, you must obtain a Return Authorisation (RA) Number from us. We cannot accept returns without one.

• Call us: 1300 088 222
• Email us: support@assistivetech.com.au

Return shipping is at your expense. Please use a tracked and insured service - we are not responsible for items lost in transit.

Cancellations

If you need to cancel an order, contact us as soon as possible on 1300 088 222 or at support@assistivetech.com.au.

• Before dispatch: We will cancel your order and refund you in accordance with the Refunds and Card Payment Costs section below.
• After dispatch: Your order cannot be cancelled, but the item may be returned under the Change of Mind Returns terms above if it qualifies.
• Custom-configured or activated products: Once a product such as an AAC Bundle has been configured or activated, it cannot be cancelled.
• NDIS Replacement Supports: If you cancel a paid order because the required NDIS approval was not in place, despite acknowledging the notice at the time of purchase, our cost of card acceptance will be deducted from your refund as set out below.

Refunds and Card Payment Costs

Approved refunds are issued to the original payment source (see NDIS Funded Orders below for orders funded through the NDIS). Please allow 3 to 5 business days for the refund to appear, depending on your payment provider.

For change of mind returns and customer-requested cancellations of paid orders, we will deduct our cost of card acceptance, not exceeding 2% of the order value, from your refund. This recovers the payment processing fee we are charged and cannot recover when a payment is refunded.

This deduction does not apply to refunds for faulty products, or to any other remedy you are entitled to under the Australian Consumer Law. Those refunds are made in full.

Items We Cannot Accept Back (Change of Mind)

The following items cannot be returned, exchanged, or cancelled once dispatched unless they are faulty:

• Apps and Gift Cards
• Headphones, AirPods, EarPods, and in-ear or on-ear audio products (hygiene reasons)
• Clothing and head protection products that come into direct contact with skin or hair (hygiene reasons)
• Custom-configured and activated products, such as AAC Bundles
• End-of-life products
• iPad Air, iPad Pro, and iPad Cellular models

Faulty Products - Your Consumer Rights

If a product is faulty, we will arrange a repair, replacement, or refund. Your rights under the Australian Consumer Law apply to every purchase from us, regardless of any manufacturer's warranty. Contact us as soon as possible and we will help you through the assessment and resolution process.

The exclusions listed above do not limit your rights under Australian Consumer Law. If a product has a major fault, you are entitled to a refund, replacement, or compensation regardless of the product type. Where you are entitled to a refund under the Australian Consumer Law, it is paid in full, with no restocking fee, shipping deduction, or card acceptance cost applied.

NDIS Funded Orders

If your order was funded through the NDIS, any refund will be returned to the original payment source:

• Agency Managed: Refunded directly to the NDIS.
• Plan Managed: Refunded to your Plan Manager.
• Self Managed: Refunded to your original payment method (bank transfer or credit card). You are responsible for returning those funds to the NDIS as required.

Questions? We're here to help - call 1300 088 222 or email support@assistivetech.com.au.

Policy Last Updated: 29/05/2026 12:00PM AEST