Returns policy
Overview
Alarm Expert Australia offers a 30-day returns policy on all products purchased through our website. We want you to be completely satisfied with your purchase. If you are not, we will work with you to find a solution.
This policy operates in addition to your rights under the Australian Consumer Law.
Eligibility for returns
To be eligible for a return, the following conditions must be met:
• The return request is made within 30 days of receiving the product • The product is unused, undamaged, and in its original packaging • All accessories, manuals, and included items are present • The product has not been installed or mounted • You can provide proof of purchase (order confirmation or invoice)
Products that have been installed, configured, or show signs of use may not be eligible for a full refund.
How to return a product
To initiate a return:
1. Contact our support team at returns@alarmexpert.com.au or call 1300 843 883 2. Provide your order number and reason for return 3. We will issue a Return Merchandise Authorisation (RMA) number 4. Pack the product securely in its original packaging 5. Attach the prepaid shipping label we provide (for faulty items) 6. Drop the parcel at your nearest Australia Post outlet
Do not return products without an RMA number — unauthorised returns may not be processed.
Refunds
Once we receive and inspect your return, we will process your refund within 5 business days. Refunds are issued to the original payment method.
• Full refund: products returned in original condition within 30 days • Partial refund: products with minor signs of handling (assessed case by case) • No refund: products that are damaged, incomplete, or outside the return window
Original shipping costs are non-refundable unless the return is due to our error or a faulty product.
Faulty products
If you receive a faulty or defective product, contact us within 48 hours of delivery. We will arrange a free return and provide either a replacement or full refund including shipping costs.
Please photograph any damage to the product or packaging — this helps us process your claim quickly and improve our packaging standards.
Australian Consumer Law
Our returns policy does not limit your rights under the Australian Consumer Law. Under the ACL, you are entitled to a repair, replacement, or refund if a product:
• Has a major failure (does not match description, is unfit for purpose, is unsafe, or has a defect that would have stopped you buying it) • Has a minor failure that cannot be fixed within a reasonable time
For major failures, you can choose between a refund or replacement. For minor failures, we may choose to repair the product.