Return and Refund Policy
A receipt must be provided if requested for a claim. If the product is obviously misused or used for purposes for which it was not intended then the warranty is null and void. Making any adjustments to any of our cameras or accessories in any way also renders the warranty null and void.
OnSiteCameras’ Returns Policy includes the rights you have under the Australian Consumer Law and other relevant laws.
OnSiteCameras Pty Ltd (OnSiteCameras) is not required to provide a refund or replacement if you change your mind. But you can choose a refund or exchange if an item has a major problem.
This is when the item:
• has a problem that would have stopped someone from buying the item if they had known about it
• is unsafe
• is significantly different from the sample or description
• doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.
Please keep your proof of purchase— e.g. your receipt.
If you are unsure whether the item you wish to purchase will suit your needs, please contact OnSiteCameras prior to purchasing the item.
Your Rights under Australian Consumer Law
Products purchased from OnSiteCameras Pty Ltd (OnSiteCameras) come with guarantees that cannot be excluded under the Australian Consumer Law. Please see the Australian Consumer Law website for further information.
Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. OnSiteCameras Pty Ltd utilises the same approach and the type of remedy we can offer you may vary depending on how long it takes you to return the product to us.
In the unlikely event that your item arrives damaged please contact us on 1300 320 091 or email@example.com and include your details, the item/s purchased and tell us which items were damaged and if known, how (sending us a digital photo would be helpful). If we can’t send you a replacement part to fix the problem then we will pay to have the item returned to us and will send a replacement to you. If you do not want parts or a replacement, then the item will be considered within our normal returns policy. Please make sure that you check for damage immediately upon receiving the product(s), as we cannot take responsibility for damages that may happen once you have received the product(s).
For any product return, please contact us to explain the problem you are having so that OnSiteCameras can troubleshoot your issue, and confirm our address details for return if your issue is unable to be resolved. Any cost incurred by you in returning the item to us will be borne by you.
Products can be returned to OnSiteCameras in the following situations:
1. Goods are damaged or faulty through no fault of your own
2. Goods are supplied incorrectly
- 3. Goods do not match their advertised description (or any sample provided)
Incorrectly supplied goods can be returned but must be unopened. Please retain your invoice as proof of purchase.
Please note: When a refund is granted, we will refund the original purchase price via the previous method of payment less the postage costs (postage costs will also be refunded in the goods have been provided incorrectly).
Please retain your receipt
In order to obtain a refund, exchange or to repair a product purchased from OnSiteCameras, you must have documented proof of purchase.
If we cannot be satisfied that you purchased the product from us then, under the law, we are entitled to elect whether or not to accept your product for return.
Once proof of purchase has been established, if the product fault can safely and clearly be determined, we will offer you either a refund, exchange or repair. The available remedy will depend on whether the fault amounts to a major or minor failure. Where the product fault is difficult to determine we will need to consult with the manufacturer or repair agent to determine the fault and resolution.
The manufacturer or their agent will determine whether a product has incurred a major or minor fault. where a product has been sent to the manufacturer, the manufacturer will determine whether:
1. There is no fault found
2. There is a minor fault which can be easily repaired within a reasonable time frame
3. There is a major fault found and the customer is to be offered a replacement or a refund
- 4. The product has been damaged or abused through misuse.
Where there is no fault found, the product will be returned to you.
Where the manufacturer’s assessment finds that there is no fault with the goods, or that the goods have been damaged due to misuse or abnormal use of the goods by you, we may require, at our option that you compensate us for any fee imposed on us by the manufacturer in relation to this assessment and/or the postage costs.
When we send your product to the manufacturer or their repair agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe.
OnSiteCameras Pty Ltd cannot offer a refund or exchange where the product has sustained damage due to abnormal use, whether that has been identified by OnSiteCameras, or the manufacturer.
Please be aware that, in some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
What should I do if I am having difficulties with getting my product to work?
If you are experiencing problems operating your product, we strongly recommend that you contact us either on 1300 320 091 or via email firstname.lastname@example.org.
It is our experience that often when customers believe the product they have purchased is faulty; it can be resolved with some basic ‘troubleshooting’.
What should I do if the product I am returning contains electronic data such as digital photos?
If you need to return an item that has retained data, for example s videos and pictures on memory card contained within a camera, please arrange to keep an external backup of the data or vision as the assessment and/or repair of the item may result in the loss of data.
What if I have changed my mind and want to return a product?
Please choose carefully as OnSiteCameras Pty Ltd does not accept return of goods where you have simply changed your mind.