Returns, Refunds & Warranty Policy

Civic Electronic Pty Ltd
ACN 610 469 148

This Returns, Refunds & Warranty Policy applies to products purchased from Civic Electronic Pty Ltd through our online store, showroom, telephone sales, or other authorised sales channels.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to consumers under the Australian Consumer Law (ACL) that cannot lawfully be excluded, restricted or modified.

1. Product Selection, Descriptions & Installation

Civic Electronic supplies professional security, surveillance, networking, intercom and automation equipment. Many of the products we sell are not intended as DIY products and may require installation, configuration and commissioning by a suitably trained, experienced and, where legally required, licensed installer.

Customers are responsible for confirming that products are suitable for their intended application before ordering. We strongly recommend consulting a qualified installer or contacting our sales team before purchasing if you are uncertain about:

• product compatibility;

• system requirements;

• existing equipment;

• cabling or network requirements;

• storage requirements;

• installation requirements; or

• required accessories.

Incorrect product selection, incompatibility or a customer's decision that a product is no longer required does not, by itself, constitute a product fault.

We make reasonable efforts to ensure that product descriptions, specifications and other information displayed on our website are accurate and current. However, manufacturers may change specifications, packaging, firmware, appearance or product features without notice.

Where we become aware of an error or omission, we reserve the right to correct the information.

Product images are provided for illustrative purposes only. Actual products may vary in colour, finish, packaging, included accessories, labelling or appearance depending on manufacturing revisions and model variations.

2. Product Compatibility, Software & Integration

Customers are responsible for confirming compatibility between purchased products and their existing equipment, systems, networks, applications and third-party services.

Unless specifically included as part of a contracted installation or configuration service, Civic Electronic does not guarantee the operation or continued availability of:

• mobile application notifications;

• push notifications;

• third-party integrations;

• cloud services;

• internet services;

• third-party software;

• existing network infrastructure;

• existing cabling;

• third-party equipment; or

• manufacturer applications and online services.

Software, firmware, applications and cloud services may be modified, discontinued or updated by manufacturers or third-party providers.

Civic Electronic is not responsible for failures caused by third-party systems or services outside our reasonable control, subject always to any rights the customer may have under the Australian Consumer Law.

3. Manufacturer Warranty

Products sold by Civic Electronic may be covered by a manufacturer's warranty. Unless otherwise specified for the particular product, the following manufacturer warranty periods generally apply:

Brand / Product Category	Manufacturer Warranty
Hikvision Cameras & Recorders	3 Years
Hikvision Alarm & Intercom Systems	2 Years
TP-Link	3 Years
Ruijie	3 Years
D'Avinci	2 Years
UNV	2 Years
HDL Home Automation	5 Years
Konec Home Automation	2 Years
Hard Drives & Accessories	1 Year

Warranty periods may vary for individual products, accessories or manufacturer promotions. Where there is a difference between this general table and the warranty applicable to a particular product, the applicable manufacturer's warranty terms will apply.

A manufacturer's warranty is provided in addition to, and does not replace, any rights or remedies available under the Australian Consumer Law.

Warranty claims may require inspection, testing and assessment by Civic Electronic, the manufacturer, distributor or an authorised service centre before a repair, replacement or other remedy can be determined.

Where a product is found not to be faulty, or the issue is caused by installation, configuration, compatibility, network conditions, misuse or another matter not covered by warranty or the ACL, diagnostic, freight or service charges may apply where permitted by law and agreed with the customer.

Hikvision Warranty & RMA

For Hikvision products, customers may also refer to the manufacturer's applicable Australian/New Zealand RMA policy:

Go To Hikvision RMA Policy – Australia & New Zealand:

4. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

For a major failure, consumers may be entitled to reject the goods and choose a refund or replacement, and may also be entitled to compensation for any other reasonably foreseeable loss or damage.

For a failure that is not major, the supplier may generally choose to provide an appropriate remedy, such as repair, replacement or refund, within a reasonable time.

Nothing in this policy limits these statutory rights.

Manufacturer warranty periods do not necessarily determine the duration of a customer's rights under the Australian Consumer Law.

5. Orders & Pricing

Products may only be purchased by persons who are legally capable of entering into the transaction. Customers placing orders must provide accurate and complete information.

All prices displayed on our Australian website are in Australian Dollars (AUD) and include GST unless expressly stated otherwise.

Shipping, express delivery and other applicable charges are calculated separately where relevant.

We reserve the right to change prices, promotions and product availability without notice before an order is accepted.

Submitting an order does not necessarily constitute acceptance by Civic Electronic. We may reject or cancel an order before fulfilment where reasonably necessary, including because of:

• stock unavailability;

• incorrect pricing;

• website or system errors;

• suspected fraudulent activity;

• payment failure; or

• an inability to supply the product.

If we cancel an order after payment has been received and the customer is entitled to a refund, the applicable payment will be refunded.

Title to goods does not pass to the customer until Civic Electronic has received full payment for those goods.

Delivery and freight arrangements are governed by our Shipping Policy.

6. Order Cancellations & Change of Mind

Please select products carefully before completing your purchase.

Civic Electronic does not generally accept order cancellations, refunds or returns simply because a customer:

• changes their mind;

• no longer requires the product;

• ordered the wrong product;

• selected an incompatible product;

• found the product cheaper elsewhere after purchasing; or

• failed to confirm compatibility before ordering.

Customers are strongly encouraged to contact our sales team before purchasing if assistance is required with product selection.

Where Civic Electronic agrees, at its discretion, to accept a change-of-mind cancellation or return, reasonable administration, payment processing, freight and/or restocking charges may apply.

These provisions do not affect any rights or remedies available under the Australian Consumer Law.

7. Damaged or Incorrect Goods on Delivery

Customers should inspect their order as soon as reasonably possible after delivery.

If goods arrive visibly damaged, appear to have been damaged in transit, or the incorrect product has been supplied, please contact us promptly at:

Email: sales@civicelectronic.com
Phone: 1300 024 842

Where possible, please provide:

• order or invoice number;

• product model;

• serial number;

• description of the issue;

• photographs of the product;

• photographs of the packaging; and

• photographs of any visible transit damage.

We recommend reporting transit damage within 48 hours of delivery where practicable, as this assists us in making claims with freight carriers. However, this requested notification period does not limit any rights available under the Australian Consumer Law.

8. Faulty Products & Warranty Claims

If you believe a product is faulty, contact Civic Electronic before returning the product.

We may request reasonable information to assist with assessment, including:

• proof of purchase;

• model and serial number;

• description of the fault;

• photographs or video;

• installation information;

• system configuration; and

• troubleshooting information.

Products may need to be returned for testing before a warranty claim can be approved.

Depending on the circumstances and applicable rights, the product may be:

• repaired;

• replaced;

• exchanged;

• referred to the manufacturer or authorised service centre for assessment; or

• refunded where required by law.

Civic Electronic does not guarantee an immediate replacement before assessment unless otherwise agreed.

9. Approved Non-Faulty Returns & Exchanges

Civic Electronic may, at its discretion, approve an exchange or return of an unused and undamaged product within 10 days of purchase.

To be considered, the product must generally:

• be unused;

• be undamaged;

• be complete;

• include all accessories and documentation;

• be returned with original packaging in resalable condition; and

• be accompanied by proof of purchase.

Approval must be obtained from Civic Electronic before returning the goods.

For approved non-faulty/change-of-mind returns:

• original delivery charges are not refundable;

• return freight is the customer's responsibility;

• the customer bears the risk of the goods during return transportation; and

• a 10% restocking fee may apply.

If an approved exchange product is unavailable, Civic Electronic may offer store credit, an alternative product or another agreed resolution.

These conditions apply to discretionary non-faulty returns and do not apply where inconsistent with rights available under the Australian Consumer Law.

10. Return Shipping

Customers should not return products without first contacting Civic Electronic and obtaining return instructions.

For non-faulty or change-of-mind returns approved by Civic Electronic, the customer is responsible for return freight and appropriate packaging.

Where Civic Electronic is legally responsible for the return costs associated with faulty goods, those costs will be handled in accordance with the Australian Consumer Law.

Customers should package returned products appropriately to prevent damage during transport.

11. Firmware & Regional Compatibility

Customers must ensure that firmware installed on a product is compatible with the product's model and Australian region.

Installing incompatible, modified, overseas or unauthorised firmware may cause the product to malfunction and may affect manufacturer warranty coverage where the firmware caused the failure.

Where a customer requests Civic Electronic to attempt recovery or re-flashing of a device affected by incompatible firmware, a $180 including GST service fee may apply.

Firmware recovery is undertaken on a best-effort basis, and successful recovery cannot be guaranteed.

This provision does not exclude rights under the Australian Consumer Law where a product failure was not caused by the customer's firmware modification.

12. Warranty & Return Exclusions

Subject to the Australian Consumer Law and applicable manufacturer warranty terms, warranty coverage generally does not apply to faults or damage caused by:

• incorrect installation;

• misuse, abuse or neglect;

• accidental or physical damage;

• unauthorised modification or repair;

• incompatible firmware;

• incorrect voltage or power supply;

• environmental conditions outside the product specifications;

• water or moisture exposure outside the product's rated protection;

• lightning, electrical surge or external power events;

• incompatible third-party equipment;

• network or internet configuration;

• customer configuration errors;

• third-party software or applications; or

• normal wear and tear.

Change of mind, incorrect product selection and incompatibility caused by selecting unsuitable equipment are not product faults.

13. Data & Configuration

Customers are responsible for backing up any recordings, configuration files, passwords and other data before returning equipment for repair, replacement or assessment.

Warranty or repair procedures may require products to be reset, reformatted, re-flashed or replaced.

Civic Electronic is not responsible for loss of recordings, configuration or data during warranty assessment, repair or replacement except to the extent liability cannot lawfully be excluded.

Customers should remove or securely manage sensitive information before returning equipment wherever practicable.

14. Proof of Purchase

Proof of purchase may be required for returns, warranty claims, exchanges or refunds.

Acceptable proof may include:

• Civic Electronic tax invoice;

• online order confirmation;

• receipt; or

• other reasonable evidence showing that the product was purchased from Civic Electronic.

15. Contact Us

For product selection, returns or warranty enquiries, please contact:

Civic Electronic Pty Ltd
ACN: 610 469 148
Phone: 1300 024 842
Sales: sales@civicelectronic.com
Support: support@civicelectronic.com

Customers requiring assistance with compatibility or product selection are encouraged to contact us before placing an order.

16. Acknowledgement

By placing an order with Civic Electronic, you acknowledge that you have had the opportunity to review this policy and the applicable product information before purchasing.

Where you are purchasing professional security, networking, intercom or automation equipment, you acknowledge that appropriate installation, configuration and technical knowledge may be required.

Your agreement to this policy does not waive or limit any statutory rights that cannot lawfully be excluded under the Australian Consumer Law.

Last Updated: September 2026