3-YEAR MANUFACTURER WARRANTY

Dahua And Hikvision Products are covered by a 3-year back-to-base manufacturer warranty, except spare parts 12-month warranty.

Warranty Service Terms & Condition

  1. SecureWatch will replace/repair goods that are returned faulty under warranty. However under no circumstances will we accept any goods that are damaged due to transit or misuse, and SecureWatch reserves the right to reject any goods damaged in transit. A “Service Quote/Charge” form will be issued if it becomes a None-Warranty issue.
  2. DOA (Dead On Arrival) claim items must show invoice number and must be returned in original complete package, including accessories, manuals and packing materials. Any goods that are returned without all accessories will incur a charge, as per the Vendors terms, and this will be deducted from the Credit issued. In the case of no fault found, the Vendor will either return the item to the customer or will charge a re-stocking fee and this will be deducted from the credit issued. RA (Return Authorization) claim items must be returned and received by SecureWatch before the warranty date is expired. All goods must be returned within 7 days of issue of the DOA/ RA reference number.
  3. Warranties are to be returned to SecureWatch at the customer’s expense and must be accompanied by a packing list (For multiple goods, a copy of completed & signed RA Form, a copy of the proof of purchase and mark clearly the RA number on the outside box). All the returned goods must be delivered in anti-static bags and protected by suitable packaging. Failure to do so will cause the goods to be sent back to the customer at the customer’s expense without being repaired/replaced and the warranty may be voided.
  4. Warranty replacement items will not be issued until the faulty unit has been returned to us. Delays can be expected on replacements if a stock item is not available at the time of return.
  5. Warranty service does not cover any software/firmware setting problem and any problem caused by any part that was not purchased from SecureWatch. If a client requires, an $80.00 per hour service fee will be applied to the repair of the item.
  6. A labour fee of A$80.00 per hour + parts (Min. A$40.00) unless still under warranty, and/or a standard fee of A$15.00 (per item) and $80.00 (per system) applies on all hardware tested by SecureWatch which are found to be not faulty.
  7. SecureWatch will not be responsible for any lost information (such as lost data in the HDD, etc) caused during the time of service. SecureWatch will cover the one-way freight to our direct customer under Warranty, but will not be responsible for any loss or damages incurred during the transportation.
  8. For the speed and efficiency of processing your RA please return the goods to “RA, 31 Cooper Ct Cranbourne Vic 3977”. If goods are not returned directly to SecureWatch, delays in processing your RA return may occur.

Consumer Law, Return, Refund, and Exchange Policy:

  • a. ACL: Certain legislation including the Australian Consumer Law (ACL) in the Consumer and Competition Act 2010 (Cth), and similar consumer protection laws and regulations may confer you with rights, warranties, guarantees, and remedies relating to the provision of goods or services to you by us via the Site which cannot be excluded, restricted or modified. Our liability is governed solely by the ACL and these Terms.
  • b. Goods: If you are a consumer as defined in the ACL, the following notice applies to you: “Our goods come with warranties and guarantees that cannot be excluded under the Australian Consumer Law (Consumer Guarantees). You are entitled to a replacement or a refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure
  • c. Our warranties: To the extent permitted by law, we exclude all express and implied warranties, and all material and work is provided to you without warranties of any kind, either express or implied. We expressly disclaim all warranties including but not limited to implied warranties of merchantability and fitness for a particular purpose.
  • d. Manufacturer warranties: Certain products, including particular models of IP security cameras and DVR/NVR equipment, may come with a manufacturer’s warranty. The manufacturer’s warranty is in addition to but may overlap with any rights and remedies you may have under applicable law, including any Consumer Guarantees. If you are not considered a “consumer” within the meaning of the ACL, the manufacturer’s warranty may be your sole remedy. You should check the manufacturer’s warranty, as many manufacturers’ warranties do not apply in a business or commercial setting. Please contact the manufacturer if you would like to make a claim under the manufacturer’s warranty.
  • e. Repair, replacement, or a refund: If you wish to seek repair, replacement, or a refund for a product, please contact us and we will explain the requirements to you. This may include you providing evidence of the faulty product to us.
  • f. Refund: You are not entitled to a refund for a change of mind. If you are entitled to a refund, we will only give you the refund once evidence of a faulty product is received by us, or we have received the product at our warehouse and inspected it, and assessed whether it is eligible for a refund under these Terms. Any refund we make will be by the same payment method used to purchase the product.
  • g. Installed: Subject to this clause, we will not accept for return any product that has been used, connected, installed, attempted to be connected or installed, or if your product is custom-made or is a special buy product.
  • h. Packaging: You must adequately package any product you are returning for our collection to ensure that it is not damaged during return delivery to our warehouse. You are also responsible for arranging the return delivery and the costs involved.
  • i. Duty of care: You have a duty of care for the product while it is in your possession. If you damage products, then subsequently return the products, you may be liable to pay to repair the product to its original condition. In these circumstances, where a repair is not economically viable, no refund will be made.