At Oz Surveillance, we strive to ensure customer satisfaction by offering high-quality products and reliable services. If you’re not fully satisfied with your purchase, please review our return and refund policy below.

Eligibility for Returns

You may request a return if:

  • The product is faulty, damaged, or not as described

  • You received the wrong item

  • The item is unused, in its original packaging, and returned within 14 days of delivery

Important: We do not accept returns for change of mind on installed or opened products unless they are faulty or defective under warranty.

Return Conditions

To be eligible for a return:

  • The item must be unused and in its original condition

  • All packaging, manuals, cables, and accessories must be included

  • Proof of purchase (invoice or receipt) is required

  • The return must be requested within 14 days of receiving the item

Non-Returnable Items

  • Products damaged by improper use or installation

  • Opened DVRs/NVRs or hard drives with recorded data

  • Services such as installation, site visits, or consultations (unless proven faulty or incomplete)

  • Clearance or sale items unless faulty

Faulty or Defective Products

If a product is faulty, we will:

  • Replace the item (if stock is available)

  • Offer a repair if applicable

  • Issue a refund if replacement or repair is not possible

All faulty item claims must be assessed before a refund or replacement is issued.

Refund Processing

If your return is approved:

  • Refunds will be processed to your original payment method

  • Allow 5–10 business days for funds to appear, depending on your bank

  • Shipping fees (if applicable) are non-refundable unless the product was defective or incorrectly shipped

Return Shipping

  • For change-of-mind returns, the customer is responsible for return shipping

  • For faulty or incorrect products, Oz Surveillance will cover return shipping costs

We recommend using a trackable shipping service for your return.

How to Request a Return

To initiate a return, please contact our support team:

Email: [support@ozsurveillance.com.au]
Phone: 0407 425 462


Please include your order number, reason for return, and any supporting images if applicable.

Covered by Australian Consumer Law

This policy is in addition to your rights under the Australian Consumer Law, which guarantees that products are fit for purpose, of acceptable quality, and match the description provided.