Terms & Conditions

Delivery Policy

Freight

Freight is only available within the states and territories of Australia.

Freight fees will be determined during the checkout process, prior to payment confirmation.

Freight free conditions are not applicable for deliveries to WA, SA, NT & TAS. This will be advised during the checkout process.

Freight free conditions are not applicable for some large items. This will be advised during the checkout process.

Physical Goods

Refund and Returns Policy

Thank you for shopping at Vital Living online, we hope you love your purchase.

Vital Living will provide a refund or replacement as per the conditions stated in the Product Return Policy. All purchasers are entitled to have the goods repaired or replaced if the goods fail to meet acceptable quality.

A faulty goods claim cannot be made if:

• The goods have been subjected to fair, wear and tear
• Unauthorised modifications or repair of the goods;
• The goods are damaged as a result of failing to comply with the manufacturer's care and storage instructions, including but not limited to insect damage.
• The goods are second hand, in that you are not the original purchaser of the goods.

Product Return Policy

Please email us on customerservice@vital.net.au  or call 02 6581 2400 if you are not satisfied with your purchase for any reason so that we can resolve any issues where possible.

Refund and Exchange Policy and Instructions

• Items must be returned within 14 days with the original receipt or proof of purchase.
• You must provide your name and address.
• You are responsible for any costs associated with returning the item to us. Initial freight charges will not be refunded.
• This returns policy does not apply to goods worn, used, damaged or modified after delivery or in an unsaleable condition. All goods must be returned in their original condition including the original packing where appropriate.
• If you request a refund, the purchase price will be refunded to you using the original payment method once we have received the returned item back and confirmed that it meets conditions 1-4 above.

Faulty Items Returns

If an item is faulty, wrongly described or different from the sample shown then we will meet our legal obligations which may include refunding the purchase price and delivery charges, or providing a replacement product, provided the item is returned within a reasonable time with proof of purchase.

Shipping costs can only be refunded on faulty items that have been purchased separately. Shipping will not be refunded if there are other items listed on the invoice when a faulty item is returned.

After notifying Vital Living of your intention to return goods for a refund we recommend if you are unable to return the goods in person to return the goods via registered post to:

Vital Living - Returns

2/187 Lake Rd,

Port Macquarie, NSW 2444

Postage and handling costs are to be paid by the buyer. You assume any risk of lost, theft or damage in transit of returned goods so we recommend you take out shipment registration of insurance with your postal carrier.

Genuine warranty claims need to be returned within the warranty period for the item, and the warranty claim accepted by Vital Living and the OEM manufacturer. Claims will be processed once the warranty claim is approved by the manufacturer. Vital Living has the discretion to either credit, replace or repair accepted warranty claim goods.

Privacy Policy

Introduction

Vital Living regards customer privacy as an important part of our relationship with our customers. The following privacy policy applies to all Vital Living users, and conforms to Internet privacy standards.

If you have questions or concerns regarding this statement, you should first contact us at (02) 6581 2400.

Collection of Information

In order to use the Vital Living website, we may require information from you in order to provide the best service possible.

All correspondence may also be collected and stored, particularly in regard to sales, support and accounts, including email.

Any information collected by Vital Living is collected via correspondence from you or your company. This may be via the telephone, email, mail, fax or directly through our website.

Use of Collection Information

Any details collected from Vital Living customers is required in order to provide you with our products and/or services, and a high level of customer service.

Correspondence is recorded in order to provide service references, and to assist in our staff development.

Storage of Collected Information

The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When Credit Card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete Credit Card details.

We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it.

If you have any questions about security on our Website, you can email us at customerservice@vital.net.au.

Access to Collected Information

If your personally identifiable information changes, or if you no longer desire our service, you may correct, update, delete or deactivate it by emailing us at customerservice@vital.net.au.

Orders

If you purchase a product or service from us, we may request certain personally identifiable information from you. You may be required to provide contact information (such as name, Email, and postal address) and financial information (such as credit card number, expiration date).

We use this information for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you.

Communications

Vital Living uses personally identifiable information for essential communications, such as Emails, accounts information, and critical service details. We may also use this information for other purposes, including some promotional Emails. If at any time a customer wishes not to receive such correspondence, they can request to be removed from any mailing lists by emailing us at customerservice@vital.net.au.

You will be notified when your personal information is collected by any third party that is not our agent/service provider, so you can make an informed choice as to whether or not to share your information with that party.

Third Parties

Vital Living may at its discretion use other third parties to provide essential services on our site or for our business processes. We may share your details as necessary for the third party to provide that service.

These third parties are prohibited from using your personally identifiable information for any other purpose.

Vital Living does not share any information with third parties for any unknown or unrelated uses.

Legal

We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Website.

Links

Links on the Vital Living site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of vital.net.au.

Changes to Privacy Policy

If we decide to change our privacy policy, we will post those changes to this privacy statement, the homepage, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify you here, by Email, or by means of a notice on our homepage.

Security Policy

Vital Living uses the eWAY Payment Gateway for its online credit card transactions. eWAY processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet. All online credit card transactions performed on this site using the eWAY gateway are secured payments.

Payments are fully automated with an immediate response.

• Your complete credit card number cannot be viewed by Vital Living or any outside party.
• All transactions are performed under 128 Bit SSL Certificate.
• All transaction data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data.
• eWAY is an authorised third party processor for all the major Australian banks.
• eWAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Vital Living.
• For more information about eWAY and online credit card payments, please visit www.eWAY.com.au

Cookies

We may implement targeted marketing based on your activity on our website. When you visit our site a ‘cookie’ is placed in your browser, this tells Facebook, Twitter or Google that you have visited the site and allows them to show you ads related to our business. Usage information we may gather includes pages you view on this website, how long you spend on the website, what date and time you visited this website and any transactions that may have been carried out. Please note this information does not allow us to identify you in any way or give us access to your device. Any data we may collect will be used in accordance with our privacy policy and also those of Google, Facebook and Twitter. You can opt out of remarketing below:

Google: https://support.google.com/ads/answer/2662922?hl=en

Facebook: https://www.facebook.com/ads/website_custom_audiences

Twitter: https://support.twitter.com/articles/20170405?lang=en

Repairs & Maintenance

Service Support

At Vital Living we offer full service support on all products that we sell. Our technicians are fully manufacturer trained and accredited for a wide range of mobility, rehabilitation and healthcare equipment. We always strive to provide a fast turn-around on any repairs and keep costs to a minimum. Whether you require a service, need replacement parts or just are just seeking some professional advice, we’re here to help!

Home Service

If you are not able to bring your product to us, we offer home service call outs. Our service technicians are available to come out to your home to repair a range of products including mobility scooters, power wheelchairs, lift chairs, patient hoists or electric beds (a standard call out fee applies). Please note this service is only available on the mid-coast of NSW.

Available Parts

We stock a huge range of products, but try to keep stock of the most commonly requested parts to keep you up and running. The most common parts include: batteries, chargers, tyres and tubes are sourced from a range of leading manufacturers. We selectively source our range, focusing on products from the established and reputable Australian and International companies in the industry so that we can ensure that replacement parts are readily available for many years.

Test 'n' Tag

Vital Living technicians are fully trained and qualified to undertake electrical safety testing and tagging of mains voltage appliances in accordance with:

AS/NZS 3760-2010 In-Service Safety Inspection and Testing of Electrical Equipment.

Upon request, we can provide detailed equipment reports to satisfy your accreditation criteria and ensure compliance with government legislative requirements. 

Powered Mobility:

Breakdown Assistance

Unfortunately we are not available 24 hours a day - our technicians are available Mon-Fri 8:30am-5pm. If you are concerned about what would happen if your powered mobility product ran out of batteries, suffered a breakdown or got a flat tyre, then we would recommend that you consider breakdown cover. Some manufacturers also now offer free breakdown cover for 14 months with their mobility scooters - please ask one of our consultants for details.

Preventative Maintenance:

Most manufacturers recommend a service every year for powered mobility products. Though it depends to some extent on usage levels, our recommendation is every year. Basic services can be carried out within approximately 1 hour. Major or specific fault services may require more time. Our technicians are trained in both electronics and mechanics.

Users primarily need to ensure that they keep their products well charged, maintain the correct tyre pressure and use them according to their purpose.

Upon request we can provide facilities with a scheduled maintenance plan to assist with meeting accreditation criteria and maintain the serviceability of equipment.

Book now

If you would like to book in a service please call us on (02) 6581 2400 or email us on customerservice@vital.net.au

If you able, please call and arrange to bring any products that you would like us to repair to:

Vital Living - Repairs

2/187 Lake Rd,

Port Macquarie, NSW 2444