Refund policy

REFUND, RETURNS AND WARRANTY POLICY

CCTV Security Camera Warehouse is operated by Vistavision Pty Ltd ABN 53 101 879 869.

Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law. These rights apply in addition to any manufacturer’s warranty or other warranty supplied with a product.

FAULTY PRODUCTS

If a product does not meet a consumer guarantee, the remedy available will depend on whether the problem is major or minor.

For a major problem, you may choose a refund or replacement. A major problem includes circumstances where the product:

• Would not have been purchased by a reasonable consumer who knew about the problem
• Is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time
• Is unfit for a purpose you specifically discussed with us and cannot easily be fixed within a reasonable time
• Is significantly different from its description, sample or demonstration model
• Is unsafe

For a minor problem, we may choose to provide a free repair within a reasonable time. If we cannot repair the product within a reasonable time, you may be entitled to a replacement, refund or another remedy available under the Australian Consumer Law.

Consumer guarantee rights are not limited to a fixed number of days and may continue after a manufacturer’s warranty has expired.

MANUFACTURER WARRANTIES

A manufacturer’s warranty is provided in addition to your rights under the Australian Consumer Law.

We may communicate with a manufacturer, distributor or authorised service agent when assessing or resolving a claim. However, we remain responsible for assisting with consumer guarantee claims relating to products sold by us.

INCORRECT, DAMAGED OR MISSING ITEMS

If your order arrives damaged, incorrect or incomplete, please contact us as soon as reasonably possible.

Please provide:

• Your order number
• A description of the problem
• Photographs of the product and packaging, where relevant
• Details of any missing or incorrect components

We will investigate the issue and provide an appropriate resolution.

PROOF OF PURCHASE

We may ask for reasonable proof that the product was purchased from us. Proof of purchase may include:

• An order confirmation
• A receipt or tax invoice
• A credit card or bank statement
• A customer account record
• Another document that reasonably demonstrates the purchase

An original tax invoice is not the only acceptable form of proof.

RETURNS AND ASSESSMENT

Please contact us before returning a product so we can provide return instructions and determine whether troubleshooting, remote support, assessment or collection is appropriate.

We may assess a product to confirm the nature and cause of the problem before providing a remedy. Assessments will be completed within a reasonable time.

Products do not need to be in their original packaging for a consumer guarantee claim. However, they should be securely packaged to prevent avoidable damage during transport.

Please include relevant accessories, power supplies and components where they are reasonably required to test the reported problem.

RETURN DELIVERY COSTS

For products that can easily be posted or returned, you may initially be asked to return the product to us.

If the product is confirmed to have a problem covered by the Australian Consumer Law, we will reimburse reasonable return delivery costs.

For large, heavy or difficult-to-transport products, please contact us before arranging a return. Where required by law, we will arrange collection or cover reasonable transportation costs.

If an assessment finds that the product does not have a covered problem, you may be responsible for reasonable inspection, transport or return-delivery costs. We will discuss any proposed charges with you before they are incurred.

PRODUCTS THAT STORE USER DATA

Network video recorders, cameras and other electronic products may contain recordings, configuration files, passwords or other user data.

Before returning a product:

• Back up any data you wish to retain, where possible
• Remove storage devices where appropriate and agreed with us
• Remove passwords or provide temporary access details required for testing
• Remove personal or confidential information where possible

Assessment, repair, replacement or factory resetting may result in stored data and settings being lost.

Before accepting a data-storing product for repair, we will provide any written repair notice required under the Australian Consumer Law. A separate notice may also be provided if refurbished goods or parts may be used.

We are not responsible for data loss caused by an assessment or repair except where responsibility cannot lawfully be excluded.

CHANGE-OF-MIND RETURNS

We are not required to provide a refund or exchange where you:

• Change your mind
• Order an incompatible or unsuitable product without relying on incorrect advice from us
• Find the product cheaper elsewhere
• No longer require the product

We may choose to accept an unopened and unused change-of-mind return at our discretion. You must contact us and receive approval before returning the product.

Approved change-of-mind returns must be in saleable condition with the original accessories, manuals and packaging. Original delivery charges may not be refundable, and you will normally be responsible for return-delivery costs.

Change-of-mind returns may not be accepted for:

• Special-order or specifically sourced products
• Clearance or final-sale products
• Cut cable or products modified to order
• Activated licences, subscriptions or software
• Configured, registered or personalised products
• Products that cannot be resold for safety, security or licensing reasons

Nothing in this section limits your rights where a product fails to meet a consumer guarantee.

EXCLUSIONS

A remedy may not be available where the problem was caused by:

• Accidental or deliberate damage after delivery
• Misuse or use contrary to the manufacturer’s instructions
• Incorrect installation, wiring, voltage or configuration
• Unauthorised modification or repair
• Normal wear and tear
• External events such as power surges, lightning, water ingress or network failure, unless the product was represented as suitable for those conditions

These exclusions do not apply where the reported problem is unrelated to that cause or where rights cannot lawfully be excluded.

Email: sales@smarthomegroup.com.au

Telephone: (08) 9446 4433

Chat or text: 0483 939 639

Address:
CCTV Security Camera Warehouse
2/40 Collingwood Street
Osborne Park WA 6017
Australia

Please include your order number and a clear description of the problem when contacting us.