Refund policy

1. Product Descriptions

We do not sell DIY equipment. All devices must be installed by trained and experienced installers. Customers are strongly advised to consult with a licensed installer prior to placing any order, as we are unable to accept cancellations or returns due to incompatibility, incorrect product selection, or change of mind.

We do not accept order cancellations based on a change of mind or no longer requiring the product. This policy accounts for card payment surcharges, administrative costs, and processing fees incurred in handling online transactions. Customers are encouraged to contact our sales team before placing an order to ensure compatibility and suitability of all products.

We make every effort to ensure that product descriptions on our website are accurate. However, we do not warrant that such descriptions are entirely error-free. Should any inaccuracy be identified, we reserve the right to correct errors or omissions without prior notice.

All product images are provided for illustrative purposes only. We do not guarantee that images will accurately represent colour, finish, or design variations, nor do they depict every model or configuration available.

2. Product Integration and Applications

We are not responsible for any disruption to smart device applications, notifications, networks, software, or equipment arising from the integration, interface, or addition of purchased products. The customer is responsible for ensuring compatibility between newly purchased equipment and any existing systems or networks.

3. Warranty Coverage

All products are covered by manufacturer warranty as outlined below:

Warranty claims must comply with manufacturer terms and conditions and may require assessment by the manufacturer or authorised service centre before a replacement or repair is issued.

4. Product Orders

Our products are intended for sale to adults aged 18 years and over. By proceeding with a purchase, you confirm that you are at least 18 years of age.

We endeavour to maintain an accurate and current product listing; however, availability cannot be guaranteed.
All prices are displayed in Australian Dollars (AUD) and include GST. Packaging and postage are additional and calculated at checkout.

We reserve the right to amend product prices at any time without notice.

When placing an order, customers must provide accurate details including name, delivery address, email, telephone number, and payment information. We take appropriate measures to safeguard this information; however, we are not liable for misuse, transmission errors, or data breaches caused by viruses or malware.

We will accept or reject your order within five (5) business days of receipt. If no response is provided within this period, your order is deemed rejected. The most common reason for rejection is lack of stock availability.

Ownership of goods transfers to the customer once full payment has been received. Delivery terms and timelines are outlined in our Shipping Policy.

We take great care in packaging all items securely to minimise the risk of damage in transit.

5. Product Returns

We will reimburse or replace any product delivered that is faulty or damaged upon arrival. Customers must notify us by email to sales@civicelectronic.com or contact us on 1300 024 842 within 48 Hours.

We also offer exchange (not refund) for any undamaged, unused product returned within 10 days of purchase, provided that proof of purchase is supplied.
Please note:

• We do not refund postage or packaging charges for exchanges.
• The cost and risk of returning goods for exchange are the customer’s responsibility.
• A 10% restocking fee applies to all returns unless the product is confirmed to be faulty.

If a replacement or exchange is unavailable at the time of return, we will refund the original purchase amount excluding administrative fees, packaging, postage, and handling costs (typically $100 per order).

If you attempt to upgrade firmware with an incompatible regional version and require us to re-flash the unit, a service fee of $180 (incl. GST) applies. This service is performed on a best-effort basis, and we cannot guarantee that recovery is possible.

6. Exclusions

We do not provide refunds or exchanges for:

• Change of mind or incorrect product selection
• Compatibility issues arising from DIY installation
• Damage resulting from improper use, modification, or unauthorised repair
• Network, software, or integration issues outside our control

7. Acknowledgement

By placing an order, you confirm that you have read, understood, and agreed to the terms and conditions of this Refund Policy.