Returns & Refunds
Our returns and refunds policy for LOWCOST AT assistive technology orders — including eligibility, how to start a return, and your rights under Australian Consumer Law.
You may return most items within 30 days of purchase if they are unused, in original condition and packaging, with proof of purchase. Faulty, damaged or incorrectly supplied items are always eligible for a remedy under Australian Consumer Law regardless of this policy.
Return Eligibility
To be eligible for a return, your item must meet all of the following conditions:
- Returned within 30 days of the original purchase date
- In new, unused condition with no signs of use or wear
- In original packaging with all accessories, manuals and components included
- Accompanied by proof of purchase (order confirmation or receipt)
We accept change-of-mind returns within 30 days provided the item is unused and in original condition. Return shipping costs for change-of-mind returns are the customer's responsibility. Original shipping costs are non-refundable.
Non-Returnable Items
The following items cannot be returned unless they are faulty or not as described:
- Customised or personalised items made to your specifications
- Clearance or sale items marked as final sale at the time of purchase
- Items marked "Non-Returnable" on the product listing
- Items that have been used, damaged after delivery, or are missing original packaging
If you are unsure whether your item is eligible for return, please contact us before sending anything back.
How to Start a Return
To initiate a return, contact our returns team first to obtain a Return Authorisation Number (RAN). We do not accept returns without prior authorisation.
- Step 1: Email refunds@lowcostat.com.au with your order number and reason for return
- Step 2: We will review your request and issue a RAN if your return is eligible
- Step 3: Pack the item securely in its original packaging with the RAN clearly marked on the outside
- Step 4: Ship the item to the address provided by our team
- Step 5: Once we receive and inspect the item, we will process your refund or exchange
Customers are responsible for return shipping costs for change-of-mind returns. If the return is due to a faulty product, incorrect item sent, or damage on arrival, LOWCOST AT will cover the return shipping cost.
Refunds
Once we receive and inspect your return, we will notify you of the outcome. If approved, your refund will be processed to your original payment method. Refund processing times vary by payment provider but typically take 3–7 business days to appear in your account.
- Refunds are issued to the original payment method only
- Original shipping costs are non-refundable for change-of-mind returns
- Return shipping costs for change-of-mind returns are deducted from the refund where applicable
Late or missing refunds
If you have not received your refund within 10 business days of our approval notification, please check with your bank or payment provider first as processing times vary. If you still have not received it after checking, contact us at refunds@lowcostat.com.au and we will investigate.
Exchanges
We replace items that are faulty, damaged on arrival, or where the wrong item was sent. If you need an exchange for the same item, email refunds@lowcostat.com.au with your order number and a description of the issue.
If you would like a different product or variant, we recommend returning the original item for a refund and placing a new order.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged in transit, or is not the item you ordered, contact us immediately at hello@lowcostat.com.au or call 1800 968 781.
To help us resolve your issue quickly, please:
- Keep the original packaging and the damaged or incorrect item
- Take photos of the damage or the incorrect item before doing anything else
- Contact us with your order number, a description of the issue and your photos
Do not contact the carrier directly. You purchased from LOWCOST AT and we will manage the resolution process on your behalf.
Nothing in this policy limits your rights under the Australian Consumer Law. If a product arrives faulty, not fit for purpose, or not as described, you are entitled to a remedy — repair, replacement or refund — regardless of our standard returns policy timeframes.
Your Rights Under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010 (Cth)). 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
This returns policy does not limit or exclude any rights you have under Australian Consumer Law.
Your Australian Consumer Law rights apply regardless of whether your item is within our standard 30-day return window. If a product develops a fault outside that window, contact us and we will assess your situation in line with our ACL obligations.
Frequently Asked Questions
Contact Us
For any returns or refunds queries, please contact LowCost AT Pty Ltd directly:
- Returns enquiries: refunds@lowcostat.com.au
- General support: hello@lowcostat.com.au
- Phone: 1800 968 781 — Mon–Fri, 9am–5pm Adelaide time
- Address: 1 Erudina Ave, Edwardstown SA 5039
Need to start a return?
Email our returns team or call us — Mon–Fri, 9am–5pm Adelaide time.