Warranty Policy

Warranty Policy

Last Updated: June 2026

Manufacturer Warranty

Unless otherwise stated, the following manufacturer warranty periods apply from the date of purchase:

 

Product Category Warranty Period
Hikvision Products 3 Years
Dahua Products 3 Years
HiLook Products 3 Years
TP-Link Products 3 Years
TVT Products 3 Years
Uniview (UNV) Products 3 Years
Access Control Products 2 Years
Intercom Systems 2 Years
Alarm Systems 2 Years
Display Monitors 2 Years
Spare Parts & Accessories 12 Months

 

Warranty coverage applies to manufacturing defects and hardware failures occurring during normal use.

Warranty periods commence from the original purchase date shown on the invoice or proof of purchase.

Australian Consumer Law

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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this Warranty Policy excludes, restricts, or modifies any rights available under Australian Consumer Law.

What Is Covered

This warranty covers:

  • Manufacturing defects.
  • Hardware component failures.
  • Products that fail under normal operating conditions during the warranty period.
  • Defects in materials or workmanship.

At our discretion, CCTV Masters or the manufacturer may:

  • Repair the product;
  • Replace the product with the same model;
  • Replace the product with an equivalent model;
  • Provide a refund where required by Australian Consumer Law.

What Is Not Covered

This warranty does not cover:

  • Incorrect installation or wiring.
  • Incorrect voltage or power supply issues.
  • Physical damage, accidental damage, abuse, or misuse.
  • Water damage, moisture ingress, corrosion, or environmental damage.
  • Lightning strikes, power surges, or electrical disturbances.
  • Vandalism or theft.
  • Cosmetic damage that does not affect functionality.
  • Damage caused by third-party accessories or equipment.
  • Normal wear and tear.
  • Consumable items including batteries unless defective on arrival.
  • Products modified, repaired, or altered by unauthorised persons.
  • Firmware and Software

Warranty does not cover failures caused by:

  • Installation of incompatible firmware.
  • Cross-region firmware upgrades.
  • Unauthorised software modifications.
  • Improper configuration.
  • Unsupported third-party software.

Where recovery of a device is requested following an incompatible firmware upgrade, a service fee may apply.

While we will make reasonable efforts to recover affected devices, successful recovery cannot be guaranteed.

Warranty Claim Process

Before returning a product, customers must submit a warranty request through our Goods Return Form or contact our support team.

To assist with diagnosis, we may request:

  • Photographs of the installation.
  • Screenshots of settings.
  • Video recordings demonstrating the fault.
  • Remote troubleshooting access where applicable.
  • Serial numbers and proof of purchase.

Failure to provide requested information may delay processing.

Products Found Not Faulty

Many issues can be caused by configuration, network settings, installation methods, power supplies, or user settings rather than a hardware fault.

If a returned product is tested and found to be fully operational and free from defects:

  • A diagnostic assessment fee of $110.00 (including GST) may apply.
  • Return freight costs may be charged to the customer.
  • Customers will be advised of the assessment outcome before any fees are processed.

Return Shipping

For warranty claims:

  • Customers are responsible for shipping products to CCTV Masters unless otherwise agreed.
  • CCTV Masters will cover reasonable return freight costs for products confirmed to have a valid warranty fault.
  • Original shipping charges are non-refundable.

Customers are responsible for ensuring products are packaged securely during return transit.

Damage occurring during return shipping due to inadequate packaging may not be covered under warranty.

Products Installed or Used

Installation alone does not void warranty rights.

However, warranty claims may be rejected where faults are caused by:

  • Improper installation.
  • Incorrect wiring.
  • Misconfiguration.
  • External equipment failures.
  • Damage occurring during installation.
  • Duty of Care

Customers have a duty to take reasonable care of products while they are in their possession.

Products returned with customer-caused damage may:

  • Be rejected from warranty coverage;
  • Be subject to repair charges; or
  • Be returned unrepaired.

Limitation of Warranty

To the maximum extent permitted by law, this warranty covers repair, replacement, or refund of the product only.

The warranty does not cover:

  • Labour costs for installation or removal.
  • Programming or configuration costs.
  • Loss of data, recordings, or footage.
  • Business interruption.
  • Loss of profits.
  • Indirect or consequential losses.

Nothing in this clause limits rights available under Australian Consumer Law.

Contact Us

For warranty support, please contact CCTV Masters through our website or submit a request using our Goods Return Form.

Please have your invoice number, product details, serial number, and a description of the fault available when lodging a claim.