Refund policy

Returns, Refunds and Warranty Policy

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under 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 policy excludes, restricts or modifies any rights you may have under Australian Consumer Law.

Faulty Products

If you believe a product is faulty, damaged, or not functioning as intended, you must submit a warranty or return request through our Goods Return Form before returning the product.

To assist with diagnosis and reduce delays, we may request:

  • Photographs of the product and installation.

  • A description of the fault.

  • Video footage demonstrating the issue.

  • Remote troubleshooting where applicable.

Where a product is confirmed to be faulty and covered by warranty or Australian Consumer Law, CCTV Masters will repair, replace, or refund the product as required by law.

Products Found Not Faulty

Where a returned product is tested and found to be operating within manufacturer specifications and no fault can be identified, a diagnostic assessment fee of $55.00 (including GST) may apply.

The customer is also responsible for return freight costs for products found not to be faulty.

We will always advise the customer of the assessment outcome before any fees are charged.

Change of Mind Returns

We may accept change-of-mind returns within 30 days of purchase, subject to the following conditions:

  • The product must be unused, unopened, and in original saleable condition.

  • All accessories, manuals, packaging, and included items must be returned.

  • Proof of purchase must be provided.

  • Return freight costs are the responsibility of the customer.

Approved change-of-mind returns may be subject to a 20% restocking fee to cover handling, inspection, repackaging, and administration costs.

Original shipping charges are non-refundable.

Products that have been installed, programmed, activated, damaged, modified, or used are not eligible for change-of-mind returns.

Special Order and Custom Products

Products specifically ordered for a customer, custom-configured systems, software licences, and special-order items are not eligible for change-of-mind returns unless required under Australian Consumer Law.

Firmware and Software Modifications

Warranty does not cover issues caused by:

  • Installation of incompatible firmware.

  • Unauthorised software modifications.

  • Improper configuration.

  • Physical damage, misuse, neglect, power surges, or water damage.

Where a customer requests recovery of a device that has been rendered inoperable due to incompatible firmware installation, a service fee may apply. Current service charges will be advised prior to any work being undertaken.

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

Return Shipping

Unless otherwise required by Australian Consumer Law:

  • Customers are responsible for shipping products to CCTV Masters for assessment.

  • CCTV Masters will cover return shipping costs for products confirmed to have a valid warranty fault.

  • Shipping charges paid on the original order are non-refundable.