Warranty policy
Overview
All products sold by Alarm Expert Australia carry a manufacturer’s warranty as specified by the respective brand. We act as the warranty agent for all products purchased through our website — you deal with us, not the manufacturer directly.
This warranty policy operates in addition to your statutory rights under the Australian Consumer Law.
Warranty periods by brand
Typical warranty periods for our major brands:
• Hikvision: 3 years (cameras, NVRs, intercoms) • Dahua: 3 years (cameras, NVRs), 2 years (accessories) • Bosch: 3 years (alarm panels, detectors) • Assa Abloy / Yale: 2 years (smart locks, access control) • HiLook: 2 years (all products) • Ezviz: 2 years (cameras, smart home)
Specific warranty terms are listed on each product page. Warranty periods commence from the date of purchase (invoice date).
What is covered
Manufacturer warranties typically cover:
• Defects in materials and workmanship • Component failure under normal use • Firmware or software issues present at time of sale
Warranties do not cover:
• Damage caused by improper installation, misuse, or neglect • Damage from power surges, lightning, flooding, or other natural events • Normal wear and tear (cables, mounting hardware, batteries) • Products modified or repaired by unauthorised parties • Cosmetic damage that does not affect functionality
How to make a warranty claim
To make a warranty claim:
1. Contact our support team at warranty@alarmexpert.com.au or call 1300 843 883 2. Provide your order number, product details, and a description of the fault 3. Include photos or video of the issue where possible 4. We will assess the claim and advise on next steps within 2 business days 5. If approved, we will provide a prepaid shipping label for the faulty product 6. We will repair, replace, or refund the product depending on the nature of the fault
Most warranty claims are resolved within 10 business days of receiving the product.
Australian Consumer Law guarantees
Regardless of any manufacturer warranty, the Australian Consumer Law provides automatic consumer guarantees that cannot be excluded. Products must:
• Be of acceptable quality • Match their description • Be fit for their stated purpose • Come with undisturbed possession
If a product fails to meet a consumer guarantee, you are entitled to a remedy (repair, replacement, or refund) depending on whether the failure is major or minor. These rights apply for a reasonable period after purchase, which may extend beyond the manufacturer’s warranty period.
Exclusions and limitations
Warranty claims may be declined if:
• The product has been tampered with or modified • Serial numbers have been removed or altered • The product was not purchased from Alarm Expert Australia • The fault is caused by incompatible third-party equipment • The product has been exposed to conditions outside its rated specifications (temperature, humidity, IP rating)
In cases where a warranty claim is declined, we will provide a detailed explanation and advise on repair options where available.