Warranty, Returns & Consumer Law Conditions

Security Australia provides back-to-base manufacturer warranty support for eligible products purchased from Security Australia. Warranty periods vary by brand, product type and manufacturer terms. Unless otherwise stated on the product page, invoice or manufacturer documentation, the warranty periods below generally apply.

Manufacturer Warranty Periods

• All Hikvision cameras, recording devices (NVRs/DVRs), intercoms and access control products are covered by a 3 year back-to-base manufacturer warranty unless otherwise mentioned.
• All Dahua cameras, recording devices (NVRs/DVRs) and intercoms are covered by a 3 year back-to-base manufacturer warranty unless otherwise mentioned.
• All Uniview cameras and recording devices (NVRs/DVRs) are covered by a 3 year back-to-base manufacturer warranty unless otherwise mentioned.
• All HiLook cameras and recording devices (NVRs/DVRs) are covered by a 3 year back-to-base manufacturer warranty unless otherwise mentioned.
• All Hanwha cameras and recording devices (NVRs/DVRs) are covered by a 3 year back-to-base manufacturer warranty unless otherwise mentioned.
• All Axis cameras and recording devices (NVRs/DVRs) are covered by a 5 year back-to-base manufacturer warranty unless otherwise mentioned.
• All EZVIZ cameras and recording devices are covered by a 1 year back-to-base manufacturer warranty unless otherwise mentioned.
• All other brands not mentioned above and intercom products are generally covered by a back-to-base manufacturer warranty unless otherwise mentioned. Please check with our staff for specific warranty coverage, as warranty terms may vary depending on the manufacturer. Where practical, Security Australia will endeavour to assist with warranty claims for up to 3 years from the date of purchase, subject to the manufacturer’s warranty terms, product availability, and any rights the customer may have under the Australian Consumer Law.

What Back-to-Base Warranty Means

Back-to-base warranty means the product must be returned for inspection, diagnosis and assessment before a repair, replacement, refund or other remedy can be approved. Warranty commences from the date of purchase. Our warranty is limited to the repair or replacement of faulty items or parts, subject to the terms below and any rights the customer may have under the Australian Consumer Law.

How Warranty Claims Work

For products eligible for repair, a warranty or repair request should be submitted within the applicable warranty period.

Submit a warranty repair request

1. The customer submits a warranty repair request with proof of purchase and product details.
2. Security Australia reviews the request and may ask for further information, photos, video evidence, installation details or troubleshooting steps.
3. If a return is required, the customer must package the product carefully and return it for inspection.
4. The product will be assessed to determine whether the fault is covered by warranty, manufacturer warranty terms, or the Australian Consumer Law.
5. If the product is confirmed to have a covered fault, the appropriate remedy may include repair, replacement, refund or another remedy required by law.

If we cannot repair or replace a returning product, we may provide a refund or another remedy where required under the Australian Consumer Law or where otherwise approved by Security Australia.

Important Firmware Notice

Warranty may be void if non-Australian firmware, unsupported firmware, or firmware intended for another region is installed on your device. Please do not attempt unsupported firmware upgrades. If you wish to upgrade firmware, contact us for guidance. Installing firmware intended for another region may permanently damage your device.

Warranty Exclusions

Warranty does not cover power surges, lightning damage, physical damage, misuse, neglect, unauthorised modification, unauthorised repairs, unsupported firmware, incorrect installation, poor cabling, water ingress caused by incorrect installation, mishandling, damage caused by opening the box or product housing, or use outside the product’s intended purpose, except where the customer has rights under the Australian Consumer Law that cannot be excluded.

Warranty Claim Requirements

To submit a warranty claim, the customer should provide the following information where available:

• Customer name
• Email address
• Phone number
• Invoice number or proof of purchase
• Date of purchase
• Product/model details
• Equipment serial number
• Description of the fault or problem
• Photos, video, installation details or troubleshooting notes if requested

The customer must adequately package any product being returned to reduce the risk of damage during transit. The customer is responsible for arranging return delivery unless otherwise required by law. If the product is confirmed to have a fault covered by this warranty or the Australian Consumer Law, reasonable return freight costs may be reimbursed where required by law.

Warranty Repair Request Form

Please complete the form below to lodge a warranty repair request. Include as much detail as possible so our team can assess the issue quickly.

Consumer Law, Return, Refund and Exchange Policy

(a) Australian Consumer Law: Certain legislation, including the Australian Consumer Law (ACL) in the Competition and Consumer Act 2010 (Cth), and similar consumer protection laws and regulations, may confer rights, warranties, guarantees and remedies relating to the provision of goods or services which cannot be excluded, restricted or modified.

(b) Mandatory ACL notice for goods: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

(c) Manufacturer warranties: Some products may include a manufacturer’s warranty. Any manufacturer’s warranty is in addition to, and does not exclude, restrict or modify, any rights or remedies the customer may have under the Australian Consumer Law.

(d) Repair, replacement or refund: If a customer seeks a repair, replacement or refund, they should contact us and provide reasonable evidence of the fault and proof of purchase. We may need to inspect or assess the product to determine the appropriate remedy.

(e) Change of mind: We are not required to provide a refund or exchange for change-of-mind purchases unless we choose to do so or unless otherwise required by law.

(f) Installed or used products: Products that have been installed, connected, used, custom-made, specially ordered, opened or handled may not be accepted for change-of-mind returns. This does not limit any rights the customer may have under the Australian Consumer Law for faulty products.

(g) Packaging and return delivery: Products returned to us must be packaged carefully to avoid damage during transit. The customer has a duty of care while the product is in their possession and during return delivery.

(h) Duty of care: If a returned product is damaged due to misuse, neglect, poor packaging, incorrect installation, unauthorised modification, mishandling, or other customer-caused damage, the customer may be responsible for repair costs, freight costs, or a reduction in refund value, subject to any rights they may have under the Australian Consumer Law.

(i) Warranty benefits: The benefits provided under this warranty are in addition to other rights and remedies available to the customer under the Australian Consumer Law.

Warranty Contact Details

Business: Security Australia

Email: [INSERT WARRANTY EMAIL]

Phone: [INSERT PHONE NUMBER]

Address: [INSERT BUSINESS ADDRESS]