Shipping, Returns & Tax Policy
Last updated: 30 May 2025
What you can expect from us.
We believe in doing right by our customers, wherever they are in the world. When you shop with Adaptdefy, you can expect:
- Fair and transparent returns
- Compliance with international consumer laws
- Support that puts your independence first
Order cancellation.
If you wish to cancel your order, please email support@adaptdefy.com as soon as possible. If your order has not yet been dispatched, we will cancel it and arrange a refund. If it has already shipped, you will have to send it back to us at your cost, and the Exchange and Refund Eligibility conditions below will apply.
Change of mind.
If within 7 days of receiving your LapStacker, you change your mind, we will accept a return provided the packaging is unopened and in as-new condition. We will send return shipping details or a prepaid shipping label. If we provide a prepaid shipping label, the cost of this will be deducted from your refund, along with a USD 2.50 restocking fee charged by our fulfillment provider. After 7 days, we do not accept change of mind refunds.
LapStacker does not fit your wheelchair.
If, after working with us to support you with the installation, LapStacker still doesn't fit on your wheelchair, we can offer you a full refund within 14 days after the delivery date. We will either provide a return shipping label and deduct the cost from your refund or instruct you to arrange return shipping at your cost. We recommend reviewing our fitting guide and contacting support before purchasing if you are unsure whether the LapStacker will work with your chair. This will save everyone time and energy. Thankyou :)
LapStacker Gift Card refunds.
If you purchased a LapStacker gift card and the person you’re giving the gift to cannot for good reason, use the gift card, i.e they cannot fit the LapStacker to their wheelchair, you are welcome to a refund. Simply send an email to support@adaptdefy.com with the details and proof of purchase, and we will refund the original purchaser. This offer is valid for 45 days after the purchase date.
Faulty or damaged items.
If your item arrives faulty or damaged, please contact us at support@adaptdefy.com within 7 days of delivery. We will cover the return shipping costs and offer a full replacement or refund, or the necessary replacement parts, at our discretion.
Warranty returns.
Please see our LapStacker Warranty & Disclaimer policy for details.
Exchange and refund eligibility.
To be eligible for a return or exchange, the item must be unused, in the same condition as when you received it, and in its original packaging. Proof of purchase is required.
Exceptions may apply in specific cases, such as fitting issues that have been assessed through our support process. See the section “LapStacker does not fit your chair” for details.
Return process.
Please complete the Returns form on the Contact Us page in the first instance. We will then access your information and, if approved, provide return shipping instructions.
We will either create a return shipping label for you and deduct this cost from your refund or instruct you to arrange return shipping at your cost.
Once we receive your return, we will inspect it and notify you of approval or rejection.
We may offer a partial refund at our discretion for items that are damaged or incomplete.
If approved, your refund will be processed within 7 working days of approval. You will receive a confirmation email once the funds have been released. Your bank or payment provider may take additional time to make the funds available.
Late or missing refunds.
Processing times vary. Please check with your payment provider before contacting us. If you still have not received your refund, contact support@adaptdefy.com
International consumer rights.
If you are located in the European Union or the United Kingdom, you have the right to cancel your order within 14 days of receiving it, without needing to provide a reason.
To cancel your order, you must notify us within 14 days of receiving the item. You then have a further 14 days to return the item to us. You will receive a full refund, including the original standard shipping fee.
You are responsible for return shipping costs unless the item is faulty or not as described. The returned item must be unused and in its original condition.
To initiate a cancellation, please contact support@adaptdefy.com.
Nothing in this policy affects your statutory rights under applicable local consumer protection laws.
Shipping policy.
Adaptdefy aims to ship all orders within 2 business days of receiving them. If your order does not arrive within 14 days, please contact support@adaptdefy.com.
We use trusted third-party warehouse and logistics providers and provide tracking information for all shipments.
Returns are typically processed through the same warehouse or fulfilment centre that dispatched your order. This may be located in Australia, the United States, or China, depending on your location and stock availability. We will confirm the appropriate return destination once your return request has been approved.
Shipping time estimates.
Shipping times vary and can be unpredictable, particularly during peak periods such as Christmas or large promotional events. We appreciate your patience during these times. The delivery windows below are estimates only.
We hold stock in multiple countries and factor in both delivery time and potential tax implications to provide the best possible service and price for your location. We reserve the right to ship your order from any one of our fulfillment locations. These may include warehouses in Australia, the United States, China, or other regions, depending on stock availability and your delivery address.
Most orders are delivered within 3 to 7 business days, but timing will vary by destination. More detailed shipping estimates can be found here.
Adaptdefy is not responsible for delays caused by customs processing, tariffs, surcharges or other external factors. If a delay occurs due to an event outside our control and we are made aware of it, we will notify you as soon as possible.
Taxes.
Depending on your location, you may be required to pay local taxes, import duties, or admin fees upon delivery. These charges are your responsibility. We cannot guarantee the accuracy of customs information for every country, and recommend you contact your local customs authority if in doubt.
Some countries exempt disability-related products like the LapStacker from import duties.
Below are some examples of tax and duty situations in key markets. This information is provided as a general guide only. We do not guarantee its accuracy and recommend you check with your local customs authority for the most up-to-date details.
United States.
If you are located in California, state and local county sales taxes will apply. You are responsible for any other sales taxes that may apply to your situation. Tariffs on goods made in China may apply. This is a changing landscape, and we will update this policy with new information when we can.
Canada.
Goods imported into Canada are often subject to import duties as well as local sales taxes. For details on local and federal sales tax rates, this resource may be helpful: CBSA Tax and Duty Rates
United Kingdom.
A 20% VAT is applicable unless you qualify for ‘zero-rated VAT.’ Our product prices displayed on the website do not include VAT, as most customers qualify for zero-rated VAT.
Australia.
A 10 percent GST may be charged at checkout or upon delivery.
New Zealand.
A 15 percent GST is included in the price.
EU.
VAT is not included in prices listed on our website. If you choose standard shipping, our shipping partner uses their IOSS number to prepay VAT, so you should not be charged extra. If you choose express shipping, VAT may be collected separately by the courier.
Dealer and reseller orders.
This policy applies to purchases made through our website by individual consumers.
If you are a dealer, reseller, therapist, or clinic purchasing on behalf of a client or organisation, different terms may apply. Please contact us at support@adaptdefy.com for the applicable dealer terms and return process.
Privacy and data protection.
Your personal information is handled according to our Privacy Policy and in accordance with applicable data protection laws, including the General Data Protection Regulation (GDPR) for EU and UK residents.
Version 3.0 - Updated 30 May 2025. Previous versions available upon request.