Refund policy

What if I receive a product from Locomo and then realise it's not what I'm after?

We hope you love your Locomo product but if you are not happy with your purchase and you want to return it, the following points apply...

All walkers can be returned for a full refund less the delivery and return costs provided that:

  • Locomo is notified in writing of the intention to return within 7 days of receiving the walker
  • The product is packed back into the original box into its original packaging
  • The walker is returned in "as-new" condition. For example, the walker will not be considered in “as-new” condition if there are any chips and scratches on the frame or the wheels are marked.

In the case of return, the customer will need access to a printer as Locomo will need to book the return freight and email the shipping labels to the customer to print out.

In the case of an online sale, the order will be refunded to the credit card the customer used to purchase the product. 

For other sales, the order will be refunded to an account of the customer’s selection. Where the item was paid for directly by a plan manager, the refund may need to be refunded directly to that plan manager.

*Is there a guarantee/warranty?

  • Locomo honours all its obligations under Australian consumer law.

  • In the unlikely event that a part of the walker you have purchased is faulty please contact us and we will arrange an appropriate remedy. In most cases, issues can be quickly resolved over the phone or with a part replacement. We carry a wide selection of parts for each of our walkers.

  • In addition, each Rollz product comes with a 2 year manufacturers warranty on its parts*. Full terms of the Rollz warranty can be found here: https://www.rollz.com/warranty

  • You can register your Rollz for its warranty here: https://www.rollz.com/registration/

  • The byACRE has a lifetime warranty on the carbon fibre frame itself and a 2 year warranty on other parts that make up the frame*. Full terms of the byACRE warranty can be found in the manual and on the byACRE website. Accessories have a one year warranty. You can register your byACRE walker for its warranty here: https://www.byacre.com/register-warranty/

  • Uplivin has a warranty of two years on the Trive*;s parts. Full terms and conditions can be found on their website: https://www.uplivin.com/. 

  • Saljol gives a 2-year guarantee against production or material defects*. Full terms and conditions can be found on their website https://www.saljol.de/

  • Any warranty for products we sell applies to the original owner of that product and is not transferable.

For all products and parts, any damage resulting from normal wear and tear (for example worn wheels or used brake cables), improper use, an event or force that is outside normal use, maintenance neglect, etc. is not covered by the warranty.