Refund policy

REFUND POLICY OF YouHome Automation Pty Ltd T/A Security Cameras Australia

This Refund Policy ("Policy") applies to the following purchases: purchases through https://securitycamerasaustralia.com.au/

1. Introduction and Scope

1. This Policy sets out your rights and our obligations regarding refunds, repairs, and replacements for products purchased from us.
2. We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.
3. Any benefits set out in this Policy apply in addition to your rights under the Australian Consumer Law, which cannot be excluded.
4. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
5. Before making a purchase, please read this Policy to understand your rights and what you can expect from us if you are not satisfied with your order.

2. Definitions

1. Business Days: Monday to Friday, excluding Australian public holidays.
2. Confirmation Email: The email you receive acknowledging receipt of your order, which does not constitute acceptance or formation of a binding contract.
3. Dispatch Email: The email confirming that your ordered Goods have been dispatched, at which point a contract is formed between you and us.
4. Goods: The products listed in the Dispatch Email.
5. Major Failure: Under the Australian Consumer Law, includes circumstances where goods are substantially unfit for their normal purpose and cannot be easily fixed within a reasonable time; are significantly different from their description or sample; are substantially unusable; or are unsafe.
6. Returned Product: Any product being returned to us under this Policy.
7. Commercial Purposes: Use in a business, rental, or revenue-generating context.
8. Domestic Use: Personal or household use.

3. Your Consumer Guarantee Rights

1. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the goods, you are entitled to:
   • cancel the purchase; and
   • a refund for the price of the goods; and
   • compensation for any damage or loss (whether direct or consequential) that was, or reasonably ought to have been, foreseeable by us.
2. If the failure with the goods does not amount to a major failure, you are entitled to a re-supply of the goods within a reasonable time, or to cancel the purchase and be provided with a refund of any price paid.
3. Your consumer guarantee rights commence from the time of payment, regardless of when the contract is formed upon dispatch. This means you have full consumer protection from the moment you pay.
4. These statutory rights remain fully enforceable regardless of payment or dispatch timing, and apply if goods are faulty, not as described, unsafe, or do not meet consumer guarantees.
5. Further information about the Australian Consumer Law and Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
6. Nothing in this Policy limits your rights under the Australian Consumer Law or your access to external dispute resolution services.

4. Order Placement and Contract Formation

1. When you place an order via our Website, you will receive a Confirmation Email. This is only an acknowledgement and does not constitute acceptance or formation of a binding contract.
2. A contract is formed when we send you a Dispatch Email confirming the Goods have been dispatched. Only those Goods listed in the Dispatch Email are included in the contract. However, your consumer guarantee rights under the Australian Consumer Law commence from the time of payment, regardless of when the contract is formed. This means you have full consumer protection from the moment you pay, including rights to refunds, repairs, or replacements if the Goods are faulty, not as described, unsafe, or do not meet consumer guarantees.
3. If we discover price adjustments, goods unavailability, or additional charges are necessary after you place your order, we will provide written notice before dispatching the Goods.
4. You will have 5 business days from receiving our notice to accept the changes or cancel your order without penalty.
5. If we are unable to dispatch your order for any reason (including stock unavailability, pricing errors, or system issues), we will notify you promptly and release any authorization hold on your payment method within 7 business days, with email confirmation when the hold is released.

5. Cancellation Rights (Pre-Dispatch)

1. You may cancel your order within 72 hours of placing it, provided the Goods have not yet been dispatched.
2. To cancel your order, contact us at support@securitycamerasaustralia.com.au with your order number and cancellation request.
3. Upon receiving your cancellation request, we will immediately release any authorization hold on your payment method and provide email confirmation of the cancellation and hold release.
4. Once Goods have been dispatched, cancellation rights are limited to your consumer guarantee rights and the terms set out in this Policy.

6. Change of Mind Returns (Post-Dispatch)

1. We offer a 14-day change-of-mind return period from the date of delivery, subject to the following conditions:
   • The product must be in resaleable condition with minimal signs of use;
   • All original packaging, accessories, manuals, and components must be included;
   • The product must not show evidence of installation, mounting, or permanent fixture;
   • A restocking fee of 20% of the purchase price will apply;
   • You are responsible for all return shipping costs; and
   • This change-of-mind return right does not apply to custom-ordered, personalised, or clearance items, or to products that have been installed or integrated into a security system.
2. For unopened goods in original, sealed packaging that meet all conditions in clause 6(a), the restocking fee may be reduced or waived at our discretion.
3. Change of mind returns are a discretionary benefit provided by us and are separate from your statutory rights. If goods are faulty, not as described, unsafe, or do not meet consumer guarantees, your rights under the Australian Consumer Law apply instead of this change-of-mind policy, and more favourable terms (including no restocking fees) will apply.
4. Your statutory rights under the Australian Consumer Law are not affected by this clause.
5. To avoid confusion, if you are uncertain whether your circumstances involve a faulty product or a change of mind, you may contact us for guidance, and we will assess your situation in accordance with the Australian Consumer Law before applying any restocking fees or shipping cost requirements.
6. Where a product is faulty, not as described, unsafe, or fails to meet consumer guarantees under the Australian Consumer Law, you may choose a refund, replacement, or repair without any restocking fee, return shipping costs, or packaging requirements imposed by this change-of-mind policy.
7. Security camera kits purchased as a complete kit are additionally covered by our 30-Day Satisfaction Guarantee in Clause 15. Where Clause 15 applies, its terms (including the waiver of the restocking fee and the eligibility of installed and tested units) prevail over this Clause 6 to the extent of any inconsistency.

7. Faulty Goods and Consumer Guarantee Claims

1. You are entitled to a refund, repair, or replacement under the Australian Consumer Law if the Goods are faulty, not as described, unsafe, or do not meet consumer guarantees.
2. To exercise your consumer guarantee rights, contact us within 90 days of discovering the issue, or within such longer period as is reasonable where the defect could not reasonably have been discovered within 90 days.
3. This timeframe is a guideline for efficient processing and does not limit your statutory rights under the Australian Consumer Law. You may make claims beyond the 90-day timeframe where the nature of the defect or your circumstances make a longer period reasonable.
4. When contacting us about a refund, repair, or replacement, please provide:
   • your order number;
   • a detailed description of the reason for return; and
   • photographic evidence if applicable.
5. This information helps us process your claim efficiently, though failure to provide all documentation will not prevent us from assessing your claim under the Australian Consumer Law.
6. Where you make a claim beyond the 90-day timeframe, we may request supporting documentation to demonstrate that the defect could not reasonably have been discovered earlier, such as evidence of normal use patterns, maintenance records, or expert assessment of latent faults that manifest only after extended use.
7. Upon approval of your refund claim, we will process the refund within 5 business days to your original payment method. Depending on your financial institution, funds may take an additional 3-5 business days to appear in your account, and we will provide you with confirmation of the refund including the transaction reference number.
8. Upon receipt of your claim, we will assess it and notify you of our decision within 10 business days. If your request is incomplete or requires additional information, we will contact you within 5 business days to request the necessary details, and will provide our final assessment within 14 business days of your initial contact.
9. If we request additional information and you do not respond within 14 business days, we will proceed with our assessment based on the information available, though this does not limit your rights to provide further information or make subsequent claims under the Australian Consumer Law.
10. Where we request additional information from you, the 14-business-day assessment period will commence from the date we receive your response, provided the information supplied is sufficient to assess your claim. If the information remains incomplete, we will notify you within 3 business days and specify exactly what further documentation is required.

8. Products Damaged During Delivery

1. In the event that the product you ordered has been damaged during delivery, please contact us as soon as possible.
2. Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.
3. We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 30 days from the date of receiving the product.
4. This timeframe does not limit your rights under Australian Consumer Law, including your right to claim for major failures or defects that were not reasonably discoverable within 30 days of delivery.

9. Return Process

1. You can contact us at support@securitycamerasaustralia.com.au to discuss a return.
2. To be eligible for a refund, repair or replacement, you must provide proof of purchase. Acceptable proof of purchase includes:
   • original receipt;
   • order confirmation email;
   • bank statement showing the transaction; or
   • digital invoice from our system.
3. Each document must clearly show the purchase date, amount, and item description.
4. We may request government-issued identification to verify your identity where reasonably necessary, such as in cases of suspected fraud, high-value claims, or where proof of purchase cannot be verified through other means. Providing identification is not a mandatory requirement for exercising your consumer guarantee rights where adequate proof of purchase has been provided.
5. The inspection of Returned Products shall be conducted according to the following criteria:
   • original condition and packaging integrity;
   • presence of all original components and accessories;
   • absence of unauthorized modifications or damage; and
   • verification of the reported fault or defect.
6. These criteria will be used to determine eligibility for repair, replacement, or refund under the Australian Consumer Law.
7. Approved refunds will be processed within 7 business days and credited to your original payment method, or via bank transfer if the original method is unavailable.
8. Before returning any security camera or related device, you must delete all stored footage, user accounts, and personal data by performing a factory reset where possible, and we will securely delete any remaining data upon receipt in accordance with applicable privacy legislation.
9. If you are unable to perform a factory reset due to technical issues, you must notify us before returning the device and we will provide instructions or arrange secure data deletion at no cost to you, and we will provide written confirmation of data deletion within 10 business days of receiving the returned device, including the deletion method used and date of deletion.

10. Shipping Costs for Returns

1. In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the Returned Product back to us, as well as any cost of shipping any replacement product to you.
2. Easy to Return Items: If the Returned Product can easily be shipped or returned (meaning it weighs less than 5kg and has dimensions not exceeding 105cm in length or 140cm in combined length and girth), then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product within 7 business days of receiving the returned goods.
3. Difficult to Return Items: If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.
4. When We Arrange Return Collection or Inspection:
   • Free Returns for Consumer Guarantee Claims: You will not be charged any inspection, postage, shipping, transportation or collection costs where the Returned Product is found to have any defect, fault, or failure covered by consumer guarantees under the Australian Consumer Law, regardless of whether such defect was immediately apparent or discovered during inspection. This includes goods that are faulty, not as described, unsafe, or do not meet consumer guarantees.
   • Cost Estimate and Approval Process: Before we arrange inspection or collection of any Returned Product, we will provide you with a detailed written estimate of all costs, including a breakdown of inspection fees, shipping costs, and any other applicable charges. You will have 3 business days to review the estimate and provide your written approval before we incur any costs on your behalf. If you do not approve the estimate within this timeframe, we will proceed with our assessment based on the information and evidence you have already provided.
5. Cost Recovery for Non-Qualifying Returns: If, after inspection, we determine that the Returned Product does not qualify for a remedy under this Policy or the Australian Consumer Law, you may be responsible for reasonable costs of inspection, collection, and return shipping. The following streamlined procedure and protections apply:
   1. Free Initial Assessment and Cost Estimate: Before arranging any physical inspection or collection, we will first conduct a desktop assessment at no cost to you, based on the information and photographic evidence you provide. If physical inspection is required, we will provide you with a single written estimate itemising all applicable costs, including inspection fees, collection, and return shipping, capped at a maximum of $150 for inspection and collection costs, with return shipping capped at standard commercial rates.
   2. Free Initial Assessment: Where practical based on the information and photographic evidence you provide, we will conduct an initial desktop assessment at no cost to you before arranging any physical inspection or collection that may incur charges.
   3. Approval and Right to Withdraw: You will have 3 business days from receiving our written estimate to either approve the inspection in writing or withdraw your claim at no cost to you. If you do not respond within this period, we will proceed with our assessment based on the information already provided, at no charge to you.
   4. Payment and Dispute Resolution: If costs are determined to be recoverable, we will provide an itemised invoice with 14 days to make payment. If you dispute our assessment, you may seek independent assessment or pursue external dispute resolution as outlined in clause 13. Any costs you have paid will be refunded if it is determined the product did qualify for a remedy under this Policy or the Australian Consumer Law.
   5. Good Faith Exception: We will waive all inspection and collection costs where we determine you made the claim in good faith based on reasonable grounds, even if the product ultimately does not qualify for a remedy.
6. Cost Limitations: Any costs you are required to reimburse under this clause will be limited to reasonable and necessary expenses directly related to the inspection and return of the Returned Product. We will not charge you for costs that exceed standard commercial rates or for any administrative overhead.
7. For change of mind returns under clause 6, you are responsible for all return shipping costs regardless of the size or weight of the product.
8. Shipping Cost Disputes: If you dispute our assessment of reasonable shipping costs for reimbursement, you may provide alternative quotes from other carriers within 7 business days of our reimbursement decision, and we will reimburse the lower of your actual cost or the alternative quote, provided it represents standard commercial rates for the applicable service.
9. Shipping Cost Breakdown and Transparency: If you dispute our assessment of reasonable shipping costs, you may request an itemised breakdown of all cost components within 2 business days of our reimbursement decision. We will provide detailed justification for each cost component within 3 business days of your request, and any disputed amounts will be held in abeyance pending resolution through the dispute resolution process outlined in clause 13.

11. Exceptions to Refunds

1. We are not required to provide a refund, repair or replacement if:
   • you misused the product in a way that caused the problem;
   • you knew or were made aware of the fault or defect before you purchased the product;
   • you asked for a service to be done in a certain way against our advice, or you asked us to use materials we advised against, and this caused the problem; or
   • you received exactly what you asked for, but you simply changed your mind, found the product cheaper elsewhere, decided you did not like the purchase, or had no use for it.
2. Where we refuse a refund, repair or replacement request, we will provide you with written reasons for our decision within 10 business days.
3. If you believe our decision is incorrect, you may seek an independent assessment or pursue external dispute resolution as outlined in clause 13.
4. The burden of proof that any of the exceptions in this clause apply rests with us. We must demonstrate that the exception applies before we can refuse a remedy under the Australian Consumer Law.
5. For the purposes of this clause, 'misuse' includes but is not limited to: installation contrary to manufacturer instructions; use in environmental conditions outside specified parameters (including exposure to extreme temperatures or moisture levels); physical damage resulting from drops, impacts or improper handling; modification or tampering with the product; and use for purposes other than intended domestic security monitoring.
6. Where we rely on any exception in this clause to refuse a remedy, we will provide: photographic or video evidence of the relevant condition; a technical assessment report identifying the specific cause of the fault; reference to the particular manufacturer instruction, specification or warning that was contravened; and a clear explanation of how the exception applies to your circumstances.

12. Dispute Resolution

1. If you are not satisfied with our decision regarding a refund, repair, or replacement, you may request an internal review by contacting us in writing at scasupport@securitycamerasaustralia.com.au.
2. We will conduct an internal review and respond to you within 14 business days of receiving your request.
3. If the matter remains unresolved after our internal review, you may access external dispute resolution services, including:
   • Your state or territory consumer protection agency;
   • The Australian Competition and Consumer Commission (ACCC);
   • An industry ombudsman or dispute resolution scheme; or
   • A court or tribunal of competent jurisdiction.
4. We encourage you to attempt to resolve disputes through negotiation and mediation before pursuing formal legal action.
5. Nothing in this clause limits your right to seek legal advice or pursue your remedies through the courts at any time.
6. If we fail to respond within the timeframes specified in this policy, your matter will automatically escalate to our senior management team, and we will notify you of the escalation within 1 business day.

13. Contact Information

1. For all enquiries regarding refunds, returns, repairs, replacements, or this Policy, please contact us at:
   • Email: support@securitycamerasaustralia.com.au
2. When contacting us, please include your order number and a clear description of your enquiry to help us assist you efficiently.
3. We aim to respond to all enquiries within 2 business days.

14. Governing Law

1. This Policy is governed by the laws of New South Wales, Australia, and the Australian Consumer Law.
2. Any disputes arising from or relating to this Policy will be resolved through good faith negotiation within 30 days, followed by mediation if necessary, before proceeding to the courts of New South Wales.
3. Nothing in this clause limits your rights under the Australian Consumer Law or your access to external dispute resolution services.
4. You submit to the non-exclusive jurisdiction of the courts of New South Wales and any courts that may hear appeals from those courts for any proceedings in connection with this Policy.

15. 30-Day Satisfaction Guarantee (Security Camera Kits)

1. In addition to your rights under the Australian Consumer Law and the change-of-mind terms in Clause 6, we offer a 30-Day Satisfaction Guarantee on eligible security camera kits. If you are not satisfied with your kit, you may return it for a refund within 30 days of the date of delivery, subject to the conditions in this clause.
2. Eligible products: complete security camera kits supplied by us. Individual components, accessories, consumables, custom-ordered, personalized, or clearance items are not covered by this Clause 15 (your statutory rights and Clause 6 still apply to those items).
3. Installed and tested units qualify. Unlike the general change-of-mind terms in Clause 6, you may install, configure, and test your kit and still return it under this guarantee. Normal signs of installation and testing (such as minor mounting marks) will not, on their own, disqualify your return.
4. No restocking fee. We will not charge a restocking fee on returns made under this guarantee.
5. Return shipping. As this is a satisfaction (change-of-mind) return rather than a consumer guarantee claim, you are responsible for the cost of returning the kit to us. Where a product is faulty, not as described, unsafe, or fails to meet a consumer guarantee under the Australian Consumer Law, Clauses 7 and 10 apply instead, and you will not bear return shipping costs.
6. Condition on return. To qualify for a full refund, the kit must be returned:
   • complete, with all cameras, components, accessories, cabling, manuals, and original packaging; and
   • in working order, free from damage beyond normal installation and testing.
7. Customer-caused damage or missing items. Where a returned kit shows damage caused by misuse, mishandling, or improper installation (as described in Clause 11), or is returned with missing or non-working components, we will assess the extent of the issue using the following objective criteria:
   • Refund reductions for damage: Where components are damaged but the kit retains partial value, we will reduce your refund to reflect the diminished value, calculated as follows:
   • Refund reductions for missing components: Where components are missing from the returned kit, we will deduct the current retail replacement cost of each missing item as a proportion of the total kit price. We will provide you with an itemised list of missing components and their individual replacement costs before processing any deduction.

   In all cases, we will provide you with written reasons, photographic evidence of the assessed damage or missing items, and an itemised breakdown of any deduction before processing the refund. You will have 5 business days to review our assessment and raise any concerns before the refund is processed.

8. Free set-up and placement support before you return. Many concerns about camera performance — such as field of view, camera angle, line of sight, or configuration — can be resolved without returning your kit. Before accepting a return under this guarantee, we will offer you free remote support to help with placement and configuration. You are not obliged to accept this support, but we encourage it so we can help you get the most from your kit.
9. Professional installation recommendation. For any kit involving hardwired or mains-powered cabling, we recommend installation by a licensed electrician or qualified installer in accordance with applicable state and territory electrical safety laws. This is a recommendation only and is not a condition of this guarantee; however, damage caused by unsafe or non-compliant installation may be assessed under Clause 11 and clause 15(g).
10. How to claim. Contact us at support@securitycamerasaustralia.com.au within 30 days of delivery with your order number and reason for return. We will confirm eligibility and provide return instructions. Approved refunds will be processed to your original payment method within 7 business days of our receiving and inspecting the returned kit.
11. Relationship to your statutory rights. This 30-Day Satisfaction Guarantee is a discretionary benefit we provide in addition to your rights under the Australian Consumer Law. Nothing in this clause limits or replaces those statutory rights. Where your circumstances involve a faulty, unsafe, or non-compliant product, the consumer guarantee terms in Clauses 3, 7, and 10 apply and provide more favourable terms (including no restocking fee and no return shipping cost to you).
12. Which return policy applies to you. To help you understand which return policy applies to your situation: (1) if your product is faulty, unsafe, not as described, or fails to meet a consumer guarantee under the Australian Consumer Law, Clauses 3, 7, and 10 apply (you will not bear return shipping costs or restocking fees); (2) if your product is unopened, unused, and in original condition, Clause 6 applies (20% restocking fee, you bear return shipping costs); (3) if your product is a complete security camera kit that has been installed or tested and you are not satisfied with it, this Clause 15 applies (no restocking fee, you bear return shipping costs). If you are unsure which policy applies to your situation, contact us at support@securitycamerasaustralia.com.au and we will assess your claim and inform you of your rights within 2 business days.