Shop Return and Refund policy

At ADT Security Australia, we are committed to providing high-quality security products and services. This Return and Refund Policy complies with the Australian Consumer Law (ACL) and aligns with ASIAL’s Code of Conduct, ensuring fair treatment and transparency.

1. Consumer Guarantees

Under the ACL, customers are entitled to a remedy if goods fail to meet consumer guarantees, such as acceptable quality, fitness for purpose, and matching descriptions. If a product you purchased does not meet these guarantees, you may be eligible for a refund, repair, or replacement as appropriate.

• Faulty Products: If the product is faulty or does not meet expected standards, we will cover the cost of return shipping and provide a full refund, repair, or replacement based on your preference.

2. General Returns

If you are unsatisfied with a product and it meets our return criteria (i.e., within 30 days, unused, and in original packaging), we will process a return under the following conditions:

• Timeframe: You have 30 days from the delivery date to initiate a return.
• Condition: The item must be unused, in the same condition as received, and in the original packaging.
• Proof of Purchase: A receipt or proof of purchase is required for returns.

Non-Returnable Items:
Certain items cannot be returned due to their nature or for hygiene and safety reasons, including:

• Customised or personalised products
• Downloadable software or digital products
• Gift cards

Note: Non-returnable items are still eligible for remedy if they are faulty or do not meet ACL consumer guarantees.

3. Return Process

1. Contact Us: Start your return process by contacting our customer service team at returns@adtsecurity.com.au. Our team will guide you through the return procedure.
2. Shipping: For non-faulty items, you will be responsible for covering the return shipping cost. Return shipping is non-refundable for change-of-mind returns. For faulty items or items that do not meet consumer guarantees, we will cover return shipping costs.
3. Return Address: Our customer service team will provide you with the correct address for returning the item.

4. Refunds

Once we receive and inspect your returned item, we will notify you regarding the approval or rejection of your refund based on the condition of the returned item.

• Processing Time: Approved refunds will be processed within 5-10 business days to your original payment method.
• Partial Refunds: In some circumstances (e.g., if an item is returned with minor signs of use), a partial refund may be granted.

5. Exchanges

We only replace items if they are defective or damaged. If you need an exchange for a defective item, please contact us at returns@adtsecurity.com.au for further assistance.

6. Late or Missing Refunds

If you haven’t received your refund within the expected timeframe, please follow these steps:

1. Check with Your Bank or Credit Card Company: Processing times vary and may take a few days.
2. Contact Us: If you’ve completed the above steps and still haven’t received your refund, reach out to us at returns@adtsecurity.com.au.

7. Sale Items

Only regular-priced items are eligible for refunds; sale items are non-refundable unless they are faulty or do not meet consumer guarantees.

If you have any further questions regarding this policy, please contact our support team at orders@adtsecurity.com.au or call us at 131 238.