Two situations
Faulty, or changed your mind
Dead on arrival or under warranty
Credit, replacement or refund — your choice where the distributor allows it. We raise the RMA, administer the claim and chase it. You cover freight back to the warehouse; the warehouse covers the replacement coming out.
Change of mind
Unopened and still sealed within 5 business days: full refund once it is back and checked. Opened: a 15–30% restocking fee applies depending on the product, and the freight both ways is yours.
The process
How a return actually runs
Four steps, and the second one is the one people skip. Nothing should leave your premises until you have an RMA number.
Tell us what happened
Use the enquiry form with your order reference and a short description — photos help on anything physically damaged. No email address to find, no phone queue.
We raise an RMA
We contact the distributor and get a Return Merchandise Authorisation number. This is what starts the refund or replacement process; without it, nothing can be actioned.
We send you the return address
Once the RMA exists we give you the warehouse address for your state and the reference to write on the parcel. We do not publish these addresses — an unlabelled box at a warehouse helps nobody.
Refund, replacement or credit
The warehouse checks the item and the outcome follows. We keep you posted rather than leaving you to wonder, and we chase anything that stalls.
Plain English
The bits people usually find out too late
The RMA comes first. Every return, whether it is faulty or unwanted, needs a Return Merchandise Authorisation number before it is sent. A parcel that turns up at a warehouse without one cannot be identified, matched to an order or processed, and it will sit on a dock. This is also why we release warehouse addresses only once an RMA has been issued.
Opened means a restocking fee. A sealed box can go back into stock. An opened one cannot be sold as new, so the distributor charges 15–30% to take it back depending on the product. We pass that through at cost. If there is any chance you have ordered the wrong thing, tell us before you open it.
Five business days is the change-of-mind window. After that, a return is at the distributor's discretion rather than a right, and we will tell you honestly whether it is likely before you go to the trouble.
Your consumer rights are not affected. Nothing here limits the guarantees you have under the Australian Consumer Law. If something is not of acceptable quality, is not fit for purpose or does not match its description, those rights apply regardless of the timeframes above. See our terms for the full position.
Answers
Frequently asked questions
Straight answers to the questions we get asked most. If yours isn't here, call us on 0433 633 777 — you'll speak to a technician, not a call centre.
My item arrived dead. What happens?
Tell us through the enquiry form with your order reference and what it is doing. We raise an RMA number with the distributor, which is what actually starts a refund or replacement — nothing can move without it. Once the RMA is issued we send you the return address for the warehouse in your state and you send the item back. Do not send anything before you have that number.
Who pays the freight on a faulty item?
You cover the cost of getting it back to the warehouse; the warehouse covers the cost of sending the replacement out. That is the distributor's standard arrangement and we pass it on unchanged rather than marking it up.
Can I change my mind?
Yes, if it is unopened and still sealed and you tell us within 5 business days of delivery. We process the refund once it is back and checked. Once a package has been opened a restocking fee of 15–30% applies depending on the product — that is the fee the distributor charges us, not a margin.
Why do I need an RMA number first?
Because a parcel arriving at a warehouse with no RMA is an anonymous box. Nobody knows what it is, whose order it belongs to or what to do with it, and it will sit there. The RMA is what ties your return to your order, which is why we do not publish warehouse addresses until one has been issued.
What is covered by warranty?
Manufacturer warranty periods vary by product and are listed on the product page. We administer the claim for you rather than handing you a helpdesk number overseas. Your rights under the Australian Consumer Law sit on top of any manufacturer warranty and are not limited by anything on this page.
Where do returns actually go?
To the distributor warehouse in your state — Melbourne, Sydney, Brisbane, Adelaide or Perth. We give you the right address when the RMA is issued, so the item goes to the closest one rather than crossing the country twice.
How long does a refund take?
From the warehouse receiving and checking the item, usually five to ten business days for the credit to come back through and be refunded to your original payment method. We chase it if it stalls — you should not have to.
What is not returnable?
Special-order and clearance stock, licences and subscription products once activated, and anything opened that cannot be resold as new. If you are unsure whether something falls into that bracket, ask before you order rather than after.
Keep reading
Shop information
Something arrived faulty?
Book a free on-site walk-through. A technician assesses coverage gaps, blind spots, false-alarm risk and configuration faults, then gives you a plain-English report — worth $500 and costing nothing.
Get in touch
Start a return or warranty claim
Tell us about your site and what you need protected. We reply with a clear, itemised quote — usually the same business day.
- Fast, easy-to-read quotesItemised, plain English, no lock-in surprises.
- Licensed & fully insuredVIC Security Licence 937-301-20S.
- Brand independentWe're not tied to one supplier, so you get the right system — not the one we're pushing.
- Clean-as-you-go policyNo visible cabling, no rubbish left behind.