RETURN AND EXCHANGE POLICIES

1. General Policy

By purchasing from us, you agree to these Terms & Conditions. These terms govern all purchases made through our store, including but not limited to product sales, returns, exchanges, and warranties.

2. Return & Exchange Policy

• • • Our policy lasts 21 days. If 21 days have passed since your purchase, we unfortunately cannot offer you a refund or exchange, unless stated in our exceptions.
    • For damaged items being returned, the product must first be sent back to us. Once we receive the damaged item, a replacement product will be shipped to you.
    • The item must be unused, in the same condition that you received it, and in its original packaging with all accessories and documentation included.
    • Video proof is required before returning any item for validation of the issue. Customers must provide a clear video showing the defect or issue to our support team before we approve the return request.

Handling Fee for Returns

• • • • A handling fee of 1% to 5% of the product price may be charged for specific return cases, depending on the condition of the returned item and the reason for return.
      • The exact percentage will be determined on a case-by-case basis.

Do Not Return Items to the Manufacturer

• • • • Please do not send your purchase back to the manufacturer.
      • All return requests must be sent to us directly at admin@alarmexpert.com.au, and we will provide further instructions.

3. No Refunds or Exchanges for Change of Mind

• • • We do not offer refunds or exchanges if you simply change your mind or make a wrong decision when purchasing a product.

4. Eligibility for Refund or Exchange

• • • You may be eligible for a refund or exchange if the product:
      • Is defective or faulty due to a manufacturing issue.
      • Does not function as intended.
      • Is different from the product purchased on our website.
    • All return requests must include a video showing the issue before approval.

5. Non-Returnable & Rejected Items

Products received by Alarm Expert in any of the following conditions are not eligible for return and may be rejected:

• • • Goods with obvious signs of use.
    • Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
    • Any item with unreadable or missing serial numbers, manufacturer part numbers, or warranty labels.
    • Any item that appears altered or customized in any way.
    • Any item that is returned without all original packaging and accessories, including cables, manuals, etc.
    • Any item that is returned more than 21 days after delivery.
    • Any goods damaged due to natural disasters or accidents.

Non-Returnable Items

• • • • Downloadable software products.
      • Sale items – only regular-priced items may be refunded. Sale items cannot be refunded unless defective.
      • Custom or special order products.
      • Services such as programming fees.
      • Shipping charges – unfortunately, shipping charges are non-refundable.

6. Product-Specific Return Information

Returning a Kit Item

• • • • Kit items are items that came as a combo with another item. Items sold as part of a kit may only be returned individually for replacement if the product is defective.

Returning a Defective Item

• • • • Unlike other products, defective products can be returned within 21 days.
      • We will cover the cost of freight for returned defective items.
      • The item may be refunded or exchanged at Alarm Expert’s discretion unless otherwise required by law.

Custom/Special Order Products

• • • • Unfortunately, special order products are not eligible for return.

7. Exchanges

• • • We do not allow exchanges for different items.

8. Return & Exchange Process

Step 1: Questions and Troubleshooting

• • • • Our staff will correspond with you to determine the cause of the problem and suggest appropriate troubleshooting solutions.
      • In many circumstances, claims can be resolved without returning the goods.

Step 2: Procedure

• • • • If necessary, your item may need to be returned.
      • To return or exchange your product, you must contact us first via email or phone.
      • If your return is approved, you will receive an email with instructions, which will include our return address.

Step 3: Pack Your Items

• • • • The item remains in your care before it is returned to us.
      • Please ensure proper packaging to prevent shipping damage.
      • Return with the original box if possible and include all accessories.
      • Any damage caused by mishandling, improper packaging, or improper installation may result in your return being denied and the product being returned to you.

Step 4: Ship the Item Back to Us

• • • • If your item is diagnosed as defective or faulty, Alarm Expert will cover the shipping costs.

Step 5: Assessment

• • • • Once we receive your returned item, our technicians will inspect it or send it to the manufacturer.
      • We will do our best to complete all assessments as quickly as possible. However, this process may take up to 90 business days.
      • You will receive an email notification once we have received and inspected the item.
      • We will inform you whether your refund or exchange has been approved or denied.

Step 6: Refund or Exchange After Approval

Refunds

• • • • • • • If approved, your refund will be processed in the form of a store credit (coupon) for your next purchase.
            • The faulty products will become the property of Alarm Expert.

Late or Missing Refunds

• • • • • • • Refunds may take some time before they are officially posted.
            • If you have not received your refund within 14 business days, please contact us at admin@alarmexpert.com.au.

9. Important Notes

• • • Alarm Expert reserves the right to withhold any refunds if your original item has not reached us.
    • Alarm Expert will not accept returns without prior notification and authorisation.
    • Ensure that the refund details provided are correct to avoid processing delays.
    • Depending on your location, the time it takes for your exchanged product to reach you may vary.
    • If you are shipping an item over $75, we strongly recommend using a trackable shipping service or purchasing shipping insurance.
    • We do not guarantee that we will receive your returned item.

10. End-of-Life (EOL) & Product Availability

• • • If the exact product is no longer available or has reached End-of-Life (EOL), we will issue a store credit in the form of a coupon equal to the original purchase price.
    • If the product has reached End-of-Life (EOL), it will be replaced with an alternative product of equal value.
    • If the alternative product has a higher price, the customer will be required to pay the difference between the original product and the alternative product.

11. Pricing & Payment

• • • All prices are listed in Australian Dollars (AUD) and include applicable taxes unless otherwise stated.

12. Contact Information

• • • If you need assistance or cannot find a solution to your issue, please contact us at admin@alarmexpert.com.au.

13. Policy Updates

• • • We reserve the right to amend or update this policy at any time without prior notice.

By making a purchase, you acknowledge and agree to these Terms & Conditions.