Returns Form - Fill this out for Returns and Refunds

Return and Refund Policy of CCTV Tradie

This Refund Policy ("Policy") applies to purchases made from www.cctvimporters.com.au.

1. General

1.1. We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law and as outlined in this Refund Policy. 1.2. The benefits offered under this Policy are in addition to your rights under the Australian Consumer Law. 1.3. Please read this Policy carefully before making a purchase to understand your rights and our procedures if you are dissatisfied with your order.

2. Australian Consumer Law

2.1. Under the Australian Consumer Law:

• We provide refunds, repairs, and replacements in line with its regulations.
• The law includes specific Consumer Guarantees that protect you when you purchase products and services.

2.2. We cannot exclude or limit these guarantees. In the event of a conflict between this Policy and the Australian Consumer Law, the law takes precedence.

2.3. For more information on the Australian Consumer Law and Consumer Guarantees, visit the website of the Australian Competition and Consumer Commission (ACCC).

2.4. If a product or service purchased from us has a major failure (as defined by the Australian Consumer Law), you may be entitled to a replacement or refund. Major failure includes:

• A refund for the unused portion of a service or compensation for its reduced value.
• The choice of a refund or replacement for major failures with goods.

2.5. For goods or services with minor failures, you are entitled to have the failure rectified within a reasonable time. If we are unable to do so, you may cancel the service or receive a refund for the goods. Compensation may also be available for any reasonably foreseeable loss or damage caused by the failure.

2.6. If the failure does not amount to a major failure, we will offer repair or replacement.

3. Cancellation and Change of Mind

3.1. If you change your mind after receiving the products or services as specified, we may offer a refund or exchange at our discretion, provided:

• You notify us within 7 days of receiving the product.
• In the case of services, they have not been performed.
• The product is unused, undamaged, and returned with the original receipt, along with a completed product return form.

3.2. Restocking Fee: A $30 restocking fee will be charged for all returned orders, which covers administrative and handling costs.

3.2.1. Wrong Orders: If an error in your order is due to our mistake, please contact us immediately. However, if you did not consult us regarding product variants, the restocking fee still applies.

3.2.2. Damaged Packaging Seals: Products with damaged seals that have not been used may still be returned, but the restocking fee will apply for each product.

3.2.3. Used Products: Products that have been used are not eligible for return or refund unless there is a warranty issue.

3.2.4. Hard Drivers: We do not accept returns on hard drives unless they have a confirmed major defect or failure.

4. Products Damaged During Delivery

4.1. If your product is damaged during delivery, contact us within 7 days of receiving the product. We will arrange for a repair, replacement, or refund.

• The product must be returned in its original condition with all packaging and accessories.

5. Exceptions

5.1. We may refuse a repair, replacement, or refund if:

• The product was misused and caused the issue.
• You were made aware of the issue before the purchase.
• You requested specific customisations against our advice.
• Any other exceptions under Australian Consumer Law apply.

6. Shipping Costs for Returns

6.1. If a product fails to meet one or more Consumer Guarantees, we will cover the shipping costs for returning the product and any replacement.

6.2. If the product can be returned easily, you are responsible for organising the return. We will reimburse you for reasonable shipping costs if the product is eligible for a refund or replacement.

6.3. If the product is too large or difficult to return, we will arrange and cover the shipping. However, if the product is found to be ineligible for a refund or replacement, you will be responsible for the shipping costs.

6.4. If we arrange and pay for the inspection, postage, shipping, transportation, or collection of a product, and it is later found not to be eligible for a repair, replacement, or refund, you will be responsible for these costs.

7. Response Time

7.1. We aim to process requests for refunds, repairs, or replacements within 3 days of receipt. It can be Vary depending on the product.

8. How to Return Products

To discuss a return, contact us using the information at the end of this Policy.

8.1. Eligibility for Returns

All returned items must be:

• In original, unused condition

• Supplied in original packaging, including all accessories, manuals, and protective materials

• Free from physical damage, marks, or signs of installation

Manufacturers generally classify items returned with damaged, missing, or altered packaging as refurbished stock. In such cases, suppliers typically allow recovery of up to 50% of the original cost only.

Accordingly:

• If a returned item is deemed refurbished due to packaging or product condition, the maximum refund or credit available is 50% of the original purchase price.

• CCTV Tradie reserves the right to refuse a refund entirely where returned goods are not in resalable condition or do not meet return criteria.

8.2. Return Form Requirement

All returns must include:

• A printed and fully completed Return Form inside the return package

Returns received without the completed form may be delayed or rejected.

8.3. Shipping Responsibilities

• The customer is fully responsible for organising and paying for return shipping.

• CCTV Tradie does not cover return freight under any circumstances.

• Customers are advised to use a tracked and insured courier service, as CCTV Tradie is not responsible for items lost or damaged in transit.

For exchanges:

• The customer must pay the return shipping cost to CCTV Tradie.

• The customer must also pay the outgoing shipping cost for the replacement item.

8.4. Assessment & Final Decision

All returned items are inspected upon arrival.
The final refund amount (if any) is determined based on:

• Product condition

• Packaging condition

• Manufacturer acceptance

• Resale eligibility

CCTV Tradie’s assessment is final. We reserve the right to:

• Apply partial refunds (up to 50%)

• Offer store credit instead of cash refunds

• Refuse a refund entirely where conditions are not met

This policy ensures fairness to all customers while protecting the integrity and value of genuine new stock.

9. Contact Us

If you have any questions about this Policy or wish to initiate a return, repair, or replacement, please contact us at:

Email: sales@cctvimporters.com.au
Phone: 0387125431 | 0418390324
Address: 1/30 Tower Ct, Noble Park, VIC 3174 (Returns Address)