Genuine gear with the manufacturer’s warranty behind it, and a local team you can actually phone if something goes wrong. Here is how returns work.
Returns at a glance
- Change of mind: return within 14 days of delivery or pickup, unopened and unused in the original sealed packaging.
- Faulty, damaged or not as described: refund, replacement or repair under the Australian Consumer Law, with no time limit imposed by us and return shipping at our cost.
- Return postage for change of mind is paid by you (or drop it back to us in Bendigo). There is no restocking fee.
- Refunds are paid to your original payment method, usually within 5 business days of the item reaching us and being checked. The original delivery fee is not refunded on change-of-mind returns.
- To start a return, email [email protected] or call 0406 048 875 with your order reference. We reply within one business day with a return authorisation and the return address.
- Cancelling: only before the order has been sent from the warehouse. Email [email protected] with your order reference. You are refunded what you paid, less the payment platform fee.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing on this page limits those rights. The warranty and change-of-mind terms below are in addition to them.
Faulty, damaged or not as described
Call or email us with your order reference and a description of the problem. Many camera "faults" turn out to be a setting, so we will try to fix it with you over the phone first. If the item does need to come back, we send you a return authorisation and cover the return shipping for a faulty item.
- Major failure: your choice of a full refund or a replacement.
- Minor fault: we repair or replace it within a reasonable time.
- Refunds go back to the card you paid with, usually within 5 business days of the item reaching us and being checked.
Cancelling an order
You can cancel an order only before it has been sent from the warehouse. Email [email protected] from the address you ordered with, quoting your order reference. Cancellations are by email only, so there is a written record of the request and when it was made. We reply within one business day.
If the order has not been sent from the warehouse by the time we process your request, we cancel it and refund what you paid, less the payment platform fee we were charged on your payment. Our payment provider keeps that fee when a payment is refunded, so it is the only amount deducted. We tell you the exact refund amount when we confirm the cancellation.
- The refund goes back to your original payment method, usually within 5 business days of our confirmation.
- Items brought in specially for you ("Available on order" at the time you bought) can be cancelled only until we have ordered them from our supplier. We order these promptly, so email us straight away.
- Once an order has been sent from the warehouse it can no longer be cancelled, whether it is being delivered or picked up. You can still return it under the 14-day change-of-mind terms below.
- If we cancel an order ourselves, for example because an item turns out to be unavailable, you are refunded in full with nothing deducted.
- None of this affects your rights under the Australian Consumer Law. No fee applies where you are entitled to a refund because of a fault or because we cannot supply what you ordered.
Changed your mind?
You can return an item for change of mind within 14 days of delivery or pickup, as long as it is unopened and unused, in its original sealed packaging with everything that came in the box.
- Return postage is at your cost, or drop it back to us in Bendigo.
- The original delivery fee is not refunded.
- Once the item has arrived and been checked, the refund goes back to your original payment method.
- Items brought in specially for you ("Available on order" at the time you bought), opened software or licences, and cable cut to length cannot be returned for change of mind.
Warranty
Every product we sell is genuine, Australian-sourced stock covered by the manufacturer’s warranty. For the camera brands we also install — Dahua, Hikvision, HiLook and UNV — that is 2 years on the product, the same cover we give on our installations. Ubiquiti products carry Ubiquiti’s standard Australian warranty.
Either way, you deal with us rather than a manufacturer call centre. Contact us with your order reference and a description of the fault and we lodge and manage the claim for you.
- Warranty does not cover physical damage, water ingress from incorrect installation, lightning or power-surge damage, modification, or normal wear.
- Keep your tax invoice — it is your proof of purchase for any claim.
How to start a return
- Email [email protected] or call 0406 048 875 with your order reference and, for a fault or damage, a photo.
- We reply within one business day with a return authorisation and the address to send it to (or a pickup time if you are local).
- Pack it securely in its original packaging and include the order reference.
- Once it arrives and has been checked, we refund, replace or repair as agreed and email you to confirm.
Returns contact and address
HiVizz Security (ABN 98 691 795 383), Bendigo VIC 3550, Australia. Phone 0406 048 875, email [email protected]. Hours Mon–Fri 8am–6pm · Sat 9am–4pm. Returns are by authorisation: contact us first and we confirm the return address, or a drop-off time if you are local, so nothing goes astray.
Installed systems
If we installed your system, the 1-year workmanship warranty covers the cabling and fit-out, and the products carry their 2-year product warranty. Call us and we come out; there is no need to remove anything yourself.