While we have strict quality control measures in place and endeavour to provide you with products of the highest quality, occasionally you may receive a product that is faulty. If your product arrives and is faulty, whether due to a manufacturing fault or damage in transit, and depending on the nature of the fault, we will provide a repair, replacement or refund.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Faulty Product Returns from Direct Sales

Please contact us within two (2) days of receiving your faulty item via email at contact@forwardthinker.com.au. For fast processing of your faulty returns request, please be sure to include:

  • a description of the fault and if possible, photographs;
  • your contact details;
  • attached receipt; and
  • product serial number (the serial number is printed on a sticker that is located on the bottom of the walker frame).

We will respond to your faulty returns request within five (5) business days and depending on the nature of the fault, arrange collection of the product from your nominated address. Collection will take place on a business day (i.e. not a public holiday or weekend within your state or territory) between 8am and 5.30pm. Please take care to repack the product as it was originally delivered to you, including all of the original packaging and fillers to avoid any damage occurring in the returns transit.

Once we have received the product we will inspect and confirm the reported fault and inspect the rest of the product. Depending on the nature of the fault, we will contact you and arrange a replacement, repair or refund.

Faulty Product Returns From A Retailer, Stockists

Please contact your retailer within (2) days of receiving your faulty item. For fast processing of your faulty returns request, please be sure to include:

  • a description of the fault and if possible, photographs;
  • your contact details;
  • attached receipt; and
  • product serial number (the serial number is printed on a sticker that is located on the bottom of the walker frame).

Return the product to the place of purchase, taking care to repack the product as it was originally delivered to you, including all of the original packaging and fillers to avoid any damage occurring in the returns transit.

We also encourage you to read the Warranty section of our website.

Please be sure to read the full Terms and Conditions. If you have any questions, please feel free to Contact Us.