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Warranty Information

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Novacustom

0. Important Notice

All Novacorr products are manufactured to order. Customised products are not subject to refund, change, or cancellation once production has commenced.
Under Australian Consumer Law (ACL), customers are entitled to a remedy only where a product has a genuine manufacturing fault. Change of mind, specification changes, or dissatisfaction with colour, fabric, sizing, or features that were approved at the time of order do not constitute a warranty claim or grounds for refund.

1. General Conditions

1.1 It is highly recommended that all products supplied by Novacorr Pty Ltd are serviced bi-annually for general wear, tear, and maintenance upkeep.
1.2 Failure to arrange appropriate servicing and maintenance may result in warranty claims being voided.
1.3 It is the client’s responsibility to arrange services or maintenance by Novacorr Pty Ltd or an approved repairer. Quotations are available on request, and pricing will vary.

2. Warranty Coverage: novacustom standard equipment

Covered for the following durations from the date of completion by Novacorr Pty Ltd:

  • Structural Frame: 10 (ten) years
  • Motors and Mechanics: 2 (two) years
  • Inner Mattresses: 5 (five) years
  • Fabrics: 2 (two) years
  • Foams: 2 (two) years
  • Hand Controls: 1 (one) year (T&Cs apply)
3. Warranty Coverage: Novaprotect and novacustom bariatric equipment

Covered for the following durations from the date of completion by Novacorr Pty Ltd:

  • Structural Frame: 2 (two) years
  • Motors and Mechanics: 2 (two) years
  • Inner Mattresses: 2 (two) years
  • Fabrics: 2 (two) years
  • Foams: 2 (two) years
  • Hand Controls: 1 (one) year (T&Cs apply)
4. Exclusions (Not Covered by Warranty)

The warranty does not cover:

  • General wear and tear.
  • Pulls, tears, stains, or damage to fabrics, coverings, or damasking.
  • Items altered or repaired by unauthorised persons or companies.
  • Water damage.
  • Fire damage.
  • Use of product exceeding the Safe Working Load (SWL).
  • Products contaminated by faecal matter, urine, or other bodily fluids where waterproof, cleanable materials were not in place. In such cases, items are deemed unrepairable due to infection-control regulations.
  • Change of mind or alterations requested outside the original order specifications (“scripted” requirements).
  • Any claims relating to personal preference (e.g. firmness of mattress, colour/fabric chosen, sizing that was confirmed at order stage) are not considered manufacturing faults and are therefore not covered under ACL or this warranty.
5. Repair & Replacement

5.1 Novacorr Pty Ltd will repair or replace defective components covered under the warranty.
5.2 Clients remain responsible for all call-out fees and labour charges relating to warranty repairs, general repairs, or servicing. Fees are at the discretion of Novacorr Healthcare or its approved repairer.
5.3 Where possible, repairs will be performed at the client’s residence.
5.4 If off-site repairs are required, clients are responsible for delivery and collection costs, payable in full before work proceeds.

6. Safe Working Load (SWL)

6.1 The Safe Working Load must not be interpreted as the maximum user weight.
6.2 SWL refers to static, evenly distributed loads during testing. In real use, weight distribution is uneven and may exceed SWL if combined with external factors (e.g., sudden movement, additional persons, or equipment placed on the product).
6.3 Clients must account for the combined weight of:

  • The user,
  • Mattress (typically 20kg),
  • Bedding (approx. 12kg),
  • Accessories (e.g., air pump up to 30kg),
  • Any foreseeable weight gain.

6.4 Exceeding the SWL will void the warranty and may result in irreparable structural or mechanical failure.

7. Limitations of Liability

7.1 Novacorr Pty Ltd’s liability is limited exclusively to repair or replacement of defective items as outlined above.
7.2 This warranty does not override or exclude rights under Australian Consumer Law (ACL). However, ACL remedies apply only to products with genuine faults, not to change-of-mind, specification alterations, or misuse.
7.3 No liability is accepted for consequential loss, incidental damage, or costs incurred due to equipment downtime.
7.4 This warranty is non-transferable and applies only to the original purchaser.

8. How to Make a Warranty Claim
  • Contact Novacorr Healthcare directly with proof of purchase.
  • Provide full details of the fault, along with evidence of servicing/maintenance (if applicable).
  • Claims will be assessed by Novacorr Pty Ltd, and authorisation will be issued where valid.
9. Governing Law

This Warranty Terms & Conditions document is governed by the laws of Queensland, Australia.

Novacare

1. Novacare Hilo Homecare Bed

Covered for the following durations from the date of completion by Novacorr Pty Ltd:

  • Structural Frame: 10 (ten) years
  • Electrical Components (motors, wiring, controls): 2 (two) years
  • Other Components (castors, fittings, non-electrical moving parts): 1 (one) year
2. Novacare Lily Chair

Covered for the following durations from the date of completion by Novacorr Pty Ltd:

  • Structural Frame: 2 (two) years
  • Electrical Parts (motors, wiring, hand controls): 1 (one) year
  • Other Components (fittings, mechanisms, castors, accessories): 1 (one) year
3. Returns Policy – Off-the-Shelf Items

3.1 Customised or made-to-order Novacare products are strictly non-refundable and non-returnable.
3.2 Off-the-shelf Novacare products may be returned only if they are still in their original, unopened packaging.
3.3 All authorised returns will incur:

  • A restocking fee (percentage determined at Novacorr Healthcare’s discretion); and
  • A collection fee (charged at cost, payable in full by the customer prior to collection).
    3.4 Products that have been opened, assembled, used, damaged, or altered in any way are not eligible for return or refund.
4. Exclusions (Not Covered by Warranty)
  • General wear and tear.
  • Pulls, tears, stains, or damage to fabrics or coverings.
  • Items altered or repaired by unauthorised persons or companies.
  • Water damage or fire damage.
  • Use of product exceeding the Safe Working Load (SWL).
  • Products exposed to contamination (faecal matter, urine, or other bodily fluids) where waterproof, cleanable materials were not in place.
  • Change of mind, alterations requested outside the original order specifications, or dissatisfaction with colour, fabric, or comfort preferences.
5. Repair & Replacement

Novacorr Pty Ltd will repair or replace defective parts covered under warranty, subject to:

  • Client responsibility for call-out fees and labour charges for warranty and non-warranty repairs.
  • Repairs being attempted at the client’s residence wherever possible.
  • If off-site repairs are required, delivery and collection costs are the responsibility of the customer.

NovaProtect

1. Important Notice – Custom-Made Products

All Novaprotect products are custom-made to order.

  • As such, they are strictly non-refundable, non-returnable, and non-exchangeable once production has commenced.
  • This applies even where a customer changes their mind, requests modifications outside the original specifications (“scripted requirements”), or expresses dissatisfaction with colour, fabric, sizing, or comfort preferences.
  • Under Australian Consumer Law (ACL), remedies apply only where a product has a genuine manufacturing fault. Customisation, change-of-mind, or user preference are not grounds for a claim.
2. Warranty Coverage – Novaprotect Products

Novaprotect products are covered for the following durations from the date of completion by Novacorr Pty Ltd:

  • Structural Frame: 2 (two) years
  • Electrical Components (motors, wiring, controls): 2 (two) years
  • Fabrics & Foams: 2 (two) years
  • Other Components (castors, fittings, accessories): 1 (one) year
3. Returns Policy – Novaprotect

3.1 As all Novaprotect products are custom-made, they are not eligible for return, refund, or cancellation.
3.2 In the rare event Novacorr supplies a standard, non-customised Novaprotect item (e.g., off-the-shelf protective accessory), it may be returned only if unopened and still in its original packaging.
3.3 Any such authorised returns will incur:

  • A restocking fee (percentage determined at Novacorr Healthcare’s discretion); and
  • A collection fee (charged at cost, payable in full by the customer prior to collection).
    3.4 Items that have been opened, assembled, installed, used, or altered in any way are not eligible for return or refund.
4. Exclusions (Not Covered by Warranty)

The warranty does not cover:

  • General wear and tear.
  • Pulls, tears, stains, or damage to fabrics, coverings, or damasking.
  • Items altered or repaired by unauthorised persons or companies.
  • Water damage.
  • Fire damage.
  • Use of product exceeding the Safe Working Load (SWL).
  • Products exposed to contamination (faecal matter, urine, or other bodily fluids) where waterproof, cleanable materials were not in place.
  • Change of mind, specification alterations, or dissatisfaction with colour, fabric, sizing, or comfort preferences.
5. Repair & Replacement

Novacorr Pty Ltd will repair or replace defective parts covered under warranty, subject to:

  • Client responsibility for call-out fees and labour charges for warranty and non-warranty repairs.
  • Repairs being attempted at the client’s residence wherever possible.
  • If off-site repairs are required, delivery and collection costs are the responsibility of the customer.

Custom-Made Products – Warranty & Returns Policy

At Novacorr Healthcare, we take pride in manufacturing high-quality, Australian-made healthcare equipment. Many of our products – including Novacustom and Novaprotect ranges – are custom-made to order to meet the specific clinical, functional, and environmental needs of each client.

Because these products are built to unique specifications, they cannot be resold or repurposed. For this reason:

  • Custom-made and made-to-order products are strictly non-refundable, non-returnable, and non-exchangeable once production has commenced.
  • This applies to changes of mind, preference dissatisfaction, sizing, colour or fabric choices, or any alterations requested outside the original approved order.
Your Rights Under Australian Consumer Law (ACL)

Novacorr Healthcare fully complies with the Australian Consumer Law (ACL). Under ACL:

  • You are entitled to a remedy if a product has a major fault (for example, if it is unsafe, substantially unfit for purpose, or cannot be repaired within a reasonable timeframe).
  • For a minor fault, we will repair or replace the defective part within a reasonable time.

However, ACL does not provide a right to refund or replacement where:

  • You simply change your mind,
  • You decide the product is no longer suitable, or
  • You choose the wrong colour, size, style, or features.

The ACCC states clearly: “Businesses are not required to provide a refund or replacement if a customer simply changes their mind, found the item cheaper elsewhere, decided they did not like the purchase, or had no use for it.”

For more information, visit the ACCC’s website on refunds and returns.

Off-the-Shelf Items

Where Novacorr supplies an off-the-shelf product (for example, certain Novacare or Novamed items), the following conditions apply:

  • Returns are accepted only if the product is still in its original, unopened packaging.
  • All authorised returns will incur a restocking fee and a collection fee, payable by the customer.
  • Products that have been opened, assembled, installed, damaged, or used are not eligible for return.
Summary
  • Custom-made products (Novacustom, Novaprotect): no refunds, no returns, no exchanges.
  • Off-the-shelf products: returnable only if unopened, subject to fees.
  • Warranty: genuine faults covered by ACL, with repairs or replacements provided where required.
  • Change of mind is not covered.

Custom-Made Measurements & Acceptable Tolerances

At Novacorr Healthcare, we design and manufacture many products to custom measurements so that every client receives the best possible clinical fit. While every effort is made to meet exact specifications, it is important to understand that all manufacturing processes involve tolerances. These tolerances are normal, industry-standard, and do not affect the product’s safety, strength, or performance.

What Are Acceptable Tolerances?

Unless otherwise stated in writing, the following tolerances apply to Novacorr custom-made products:

  • Frame dimensions (steel/structural work): ± 10mm (1cm)
  • Foam thickness and density: ± 5%
  • Upholstery (fabric/vinyl stretch and seam allowance): ± 10mm
  • Angles of recline, tilt, or backrest adjustment: ± 2–3°
  • Overall assembled product dimensions (width, depth, height): ± 15mm (1.5cm)
Why Tolerances Exist
  • Upholstery materials such as foams, fabrics, and vinyls compress, stretch, and settle differently depending on batch and application.
  • Welding, powder-coating, and finishing processes naturally create slight dimensional variances.
  • Complex mechanisms (motors, actuators, recline angles) rely on component tolerances that may differ slightly between units.

These variances are not considered defects. They are consistent with professional healthcare furniture manufacturing standards and have no impact on strength, Safe Working Load (SWL), or clinical function.

Customer Responsibility
  • All measurements provided to Novacorr must be accurate and approved by the prescribing clinician or client.
  • Novacorr Healthcare is not liable for errors in measurements supplied to us.
  • Minor differences within the tolerances listed above do not qualify as faults and are not grounds for refund, replacement, or warranty claim.
Summary
  • Custom products are built to approved specifications.
  • Acceptable tolerances are clearly defined and apply across all components.
  • Minor dimensional, angular, or upholstery variances are normal and expected.
  • Safety, compliance, and durability remain unaffected by these tolerances.