Refund policy

Warranty, Returns & Refund Policy

1. Product Descriptions & Professional Installation

Our CCTV, security, networking, access control and video intercom products are professional equipment and are not sold as DIY products. Products should be selected, configured and installed by appropriately trained and experienced installers and, where required, suitably licensed professionals.

Customers are strongly encouraged to consult with a qualified installer or contact our sales team before placing an order to confirm product suitability, compatibility and system requirements.

We do not accept cancellations or returns simply because a customer has changed their mind, no longer requires the product, selected an incorrect product, or failed to confirm compatibility before ordering, subject to any rights available under the Australian Consumer Law (ACL).

Once an order has been placed and payment processed, cancellation may not be possible due to payment processing, administrative, merchant and transaction costs already incurred.

We make every reasonable effort to ensure that product descriptions, specifications and information displayed on our website are accurate and current. However, specifications may be changed by manufacturers without notice, and errors or omissions may occasionally occur. We reserve the right to correct product information, specifications, pricing or other errors when identified.

Product images are provided for illustrative purposes only. Actual products may vary slightly in colour, finish, packaging, accessories, labelling or appearance depending on the model, production batch or manufacturer updates.

2. Product Compatibility, Integration & Applications

Customers and their installers are responsible for confirming that purchased products are suitable and compatible with their intended system, existing equipment, network and application.

We are not responsible for issues arising from third-party systems or services, including:

  • Mobile applications and push notifications

  • Internet or network configuration

  • Third-party software or cloud services

  • Integration with existing equipment

  • Third-party smart-home or automation systems

  • Changes to manufacturer applications, firmware or software

  • Incorrect configuration or installation

Product compatibility should be confirmed before ordering, particularly when products are being added to an existing CCTV, intercom, alarm, access control or networking system.

3. Manufacturer Warranty Coverage

Products supplied by us are covered by the applicable manufacturer warranty, subject to the manufacturer's warranty terms, conditions and exclusions.

Brand / Product Category Warranty Coverage
Hikvision Cameras & Recorders 3 Years Manufacturer Warranty
Hikvision Intercom Systems 2 Years Manufacturer Warranty
TP-Link 3 Years Manufacturer Warranty
Ruijie 3 Years Manufacturer Warranty
Dahua Cameras & Recorders 3 Years Manufacturer Warranty
UNV 2 Years Manufacturer Warranty
Hard Drives & Accessories 1 Year Manufacturer Warranty

Warranty periods may vary for particular products where specified by the manufacturer or on the relevant product page.

A warranty claim may require the product to be returned for inspection, testing and assessment by us, the manufacturer, distributor or an authorised service centre before a repair or replacement can be approved.

A warranty claim does not automatically entitle the customer to an immediate replacement, refund or credit before the product has been assessed.

Warranty does not generally cover damage resulting from incorrect installation, misuse, physical damage, unauthorised modification, incompatible firmware, power issues, environmental damage or other circumstances excluded under the manufacturer's warranty conditions.

Nothing in this policy excludes or limits any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

4. Product Orders

Our products are intended for purchase by customers 18 years of age or older. By placing an order, you confirm that you are at least 18 years old.

We endeavour to maintain accurate product availability information; however, stock availability cannot always be guaranteed.

All prices displayed on our website are in Australian Dollars (AUD) and include GST unless otherwise stated. Shipping, handling or other applicable charges are calculated at checkout where applicable.

We reserve the right to amend product pricing, promotions and availability without prior notice.

Customers are responsible for providing accurate information when placing an order, including their:

  • Name

  • Billing and delivery address

  • Email address

  • Telephone number

  • Payment information

Incorrect or incomplete information may result in processing or delivery delays.

Orders remain subject to acceptance and product availability. We reserve the right to reject or cancel an order where reasonably necessary, including where products are unavailable, pricing or listing errors have occurred, or payment cannot be verified. If payment has already been received for an order that we cannot fulfil, the applicable amount will be refunded.

Ownership of goods transfers to the customer once full payment has been received, subject to applicable law.

Shipping and delivery are also subject to our separate Shipping Policy.

5. Faulty or Damaged Products

If a product is received faulty or damaged on arrival, please notify us as soon as possible, preferably within 48 hours of delivery, by emailing:

admin@smartsolutionshub.com.au

Please include your order number, a description of the issue and, where possible, photographs or other evidence of the damage.

We may request that the product be returned for assessment before providing an appropriate remedy.

Where a product has a fault, remedies will be provided in accordance with the Australian Consumer Law, applicable manufacturer warranty and the circumstances of the fault.

6. Returns & Exchanges

We do not generally provide refunds for change of mind, incorrect product selection or products that are no longer required.

At our discretion, we may approve an exchange for an undamaged and unused product where the return request is made within 10 days of purchase and valid proof of purchase is supplied.

To qualify for an approved exchange, the product must generally be:

  • Unused and undamaged

  • Complete with all accessories and components

  • In its original packaging

  • In resalable condition

  • Accompanied by proof of purchase

Unless the product is faulty or the customer is otherwise entitled to a remedy under Australian Consumer Law:

  • Original postage, delivery and packaging charges are not refundable.

  • Return shipping costs and risks are the customer's responsibility.

  • Approved discretionary returns or exchanges may be subject to a 10% restocking fee.

Products should not be returned without first contacting us and obtaining return instructions.

If an approved replacement or exchange cannot be supplied, we will determine the appropriate remedy in accordance with this policy and applicable consumer law.

7. Firmware & Regional Compatibility

Customers and installers must ensure that any firmware installed on equipment is intended for the correct model and Australian region.

Installing incompatible, overseas or incorrect firmware may cause the equipment to malfunction or become unusable and may affect manufacturer warranty coverage.

Where a customer requests us to attempt recovery or re-flashing of equipment following an incompatible firmware upgrade, a $180 including GST service fee applies.

Firmware recovery is performed on a best-effort basis only, and successful recovery cannot be guaranteed.

8. Return & Warranty Exclusions

Subject to your rights under Australian Consumer Law, we do not generally accept returns, exchanges or warranty claims arising solely from:

  • Change of mind

  • No longer requiring the product

  • Incorrect product selection

  • Compatibility issues that should have been confirmed before purchase

  • DIY or incorrect installation

  • Incorrect configuration

  • Physical or accidental damage

  • Misuse or improper operation

  • Unauthorised modification or repair

  • Incorrect or incompatible firmware

  • Network or internet configuration

  • Third-party software or application issues

  • Integration issues involving third-party equipment or services

  • Damage caused by external electrical, environmental or network conditions

Where goods are lost or damaged by a courier, the matter may need to be handled through the applicable courier or transit insurance process. Please contact us promptly so the delivery issue can be investigated.

These exclusions do not apply where doing so would exclude or restrict a customer's rights under applicable Australian law.

9. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Warranty, Returns & Refund Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded.

Where a product experiences a major or minor failure, the remedies available will be determined in accordance with the Australian Consumer Law and the circumstances of the particular claim.

Manufacturer warranties provided under this policy are in addition to any rights and remedies available under Australian Consumer Law.

10. Acknowledgement

By placing an order with us, you acknowledge that you have reviewed the product information and are responsible for confirming that the products selected are suitable for your intended application.

You also acknowledge that professional CCTV, intercom, networking and security equipment may require appropriate technical knowledge, configuration and professional installation.

By completing your purchase, you confirm that you have read and understood this Warranty, Returns & Refund Policy, subject always to your rights under applicable Australian law.