CamGuard Australia Warranty Policy

Last updated 23rd October 2026

Warrantor: CamGuard Australia (ABN 62 385 894 763)
PO Box 206, Deeragun QLD 4818, Australia
Email: support@camguardaustralia.com.au (fastest) · Phone: 0476 991 146 · Web: www.camguardaustralia.com.au

Your rights under the 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.

The benefits given by this CamGuard Warranty are in addition to your rights and remedies under the Australian Consumer Law, and nothing in this document excludes, restricts or modifies those rights.

1. Who and what this warranty covers

  • This warranty applies exclusively to products purchased from CamGuard Australia: through www.camguardaustralia.com.au or the CamGuard Australia eBay store. Products purchased elsewhere (including from other eufy resellers) are not covered by this warranty; please contact the seller you bought from.
  • Every product we sell is covered for 12 months from the date of delivery, whether sold as Brand New, New – No Box, Open Box, or Manufacturer Renewed. The condition you bought is the condition we warrant.
  • CamGuard Australia is an independent reseller of genuine eufy Security products and is not affiliated with or endorsed by Anker Innovations. Because our stock is independently imported, the manufacturer's Australian warranty does not apply: this CamGuard Warranty stands in its place, alongside your Australian Consumer Law rights, and every claim is handled directly by us. You never need to deal with the manufacturer.
  • We record the serial number of every product at dispatch, and match it to your order. This lets us verify claims quickly, and protects genuine customers.

2. What we will do (warranty remedies)

If a product develops a quality-related fault within the warranty period, we'll confirm the fault and tell you whether we treat it as a minor fault or a major failure, and why. What happens next depends on which it is.

Major failure (for example, a product that is unsafe, or one that has stopped working altogether and can't easily be fixed within a reasonable time; the Australian Consumer Law sets the test): you choose a refund or a replacement.

  • Bought new: your replacement is new. If that model isn't available new, you can choose a new equivalent model of similar value (if we can reasonably get one), a refund, or a Manufacturer Renewed or Open Box unit if you'd prefer one.
  • Bought Manufacturer Renewed or Open Box: your replacement is a unit of equivalent or better condition.

Minor fault: we choose whether to repair the product, replace it or refund the purchase price.

  • A repair may mean swapping your unit for a fault-free Manufacturer Renewed or Open Box unit of the same model, or using refurbished parts (see the repair notice below). If you bought new and the fault shows up within 30 days of delivery, or the same fault comes back, we'll replace it with a new unit instead.
  • A replacement is the same model, in the condition you bought or better: new for new; Manufacturer Renewed or Open Box for those, or better. Where an identical model is unavailable, we may offer the current equivalent model or a refund.

If your colour is out of stock, we'll check with you before sending a different one.

Repair notice (given under the Australian Consumer Law)
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.
Repairing or swapping your device may also wipe the data stored on it, such as recordings, footage and settings. If it still turns on, please save anything you want to keep before you send it to us.

Additional terms of warranty service:

  • Replaced products and parts become the property of CamGuard Australia.
  • Returning the original: if we ask for your original item back, it must be returned to us with our pre-paid label. If the fault, its size or how it's fixed in place makes that costly for you (for example, a swollen battery that can't be posted), tell us and we'll collect it at our expense.
  • Express Replacements: sending your replacement before your original comes back is offered solely at our discretion, case by case, and subject to stock. We may ask for a refundable deposit first, which we refund as soon as Australia Post or our courier scans your original. By accepting an Express Replacement, you agree to post the original back within 14 days of your replacement being delivered (dropping it at a Post Office or street posting box counts, as does handing it to our courier; days waiting for our courier don't count). If it hasn't been posted by then, we'll send you a reminder. If it still hasn't been posted 7 days after that reminder, we may treat the replacement as a separate purchase and charge you the price we quoted before sending it (by keeping any deposit, or by invoice). Your faulty original then stays yours and you can still claim on it. Nothing here limits your Australian Consumer Law rights. If you'd rather not agree to this, you can choose a standard swap instead: you post the faulty item back first, free, with our pre-paid label, and we send the replacement as soon as it arrives. Full terms are in section 3 of our Returns & Refund Policy.
  • Warranty service does not restart this warranty: a repaired or replaced item is covered for whatever is left of the original 12 months, or for 3 months from the day you receive it, whichever is longer. Your Australian Consumer Law rights apply to a replacement in full.

3. Costs: who pays what

  • Confirmed faults: you pay nothing. We email a pre-paid Australia Post return label, cover all postage both ways, and process the remedy per our Returns & Refund Policy. You will never be out of pocket for a genuine fault; this is also your Australian Consumer Law right.
  • You may be asked to cover reasonable postage or costs where:
    • the item is returned for reasons other than a fault (see change-of-mind returns in our Returns Policy);
    • an item claimed to be faulty is tested by us and by agreement independently verified to be in full working order (no fault found);
    • a return is sent without following the claim process below (unauthorised returns);
    • personal items are included in a return parcel and need to be sent back to you;
    • the product has been taken permanently outside Australia: this warranty is serviced within Australia only.
  • Transit risk: when you return an item using our pre-paid label, we bear the risk of transit loss or damage. If you arrange your own postage for a non-fault return, transit risk remains with you until the parcel reaches us. Please package well and use tracking.

4. How to make a claim

Start at the Warranty Care Desk. Our guided claim form at the Warranty Care Desk collects everything we need in one go: your purchase record, the device's identity and serial, what the fault does, and your photos. No account needed. We usually reply within 1 business day; please allow up to 2.

Prefer to talk to a person, or stuck on the form? Email support@camguardaustralia.com.au or message our eBay store and we'll take your claim that way instead.

  1. Lodge your claim through the Warranty Care Desk, or by email if you'd rather. Please don't post anything back before we've approved it: claims are pre-approved so your return is expected, labelled and handled fast. We'll need:
    • Your order number (we can also verify by the name/email on the order; a bank statement or eBay/PayPal record is fine if you can't find it);
    • The product's serial number;
    • Photos or a short video clearly showing the issue.
  2. Basic troubleshooting: we may walk you through a few quick checks (power, re-pairing, firmware, app settings). Many issues are resolved in minutes without a return. Where relevant we may ask for diagnostic information from the eufy Security app.
  3. Return for inspection (where needed): if the fault can't be confirmed remotely, we'll email a pre-paid return label. Please lodge the return within 14 days of receiving the label.
  4. What to send back: the item with everything that came in the box, including its mounts, cables, any power adapter or solar panel, and any bonus item packed with it. You can keep used screws, wall plugs and adhesive pads, and the original box isn't required. If something is missing when it arrives, we'll contact you before we finalise your claim, and a missing part never cancels a genuine claim. If we can't include a bonus item with a replacement, we'll tell you, and you keep yours. Bonus items aren't covered by this warranty (section 5), but one packed with the item comes back with it.
  5. Outcome: we confirm the fault and provide the remedy (section 2), normally within 2 business days of the item arriving back. Replacements usually go out by Australia Post Express. Where stock allows, we may offer an Express Replacement (replacement shipped before your return arrives; see the Returns Policy for how that works).

Incomplete information may slow a claim down while we verify it. It won't void your rights, but the fastest claims come with order number, serial and a clear video.

Claims must be lodged within the 12-month warranty period. Once a claim is approved, please complete the return within 14 days so we can finalise your remedy.

5. What this warranty does not cover

This CamGuard Warranty covers quality-related defects. It does not cover:

Wear, cosmetics and consumables

  • Normal wear and cosmetic deterioration that doesn't affect function (scratches, paint fading, surface discolouration, housing marks);
  • Normal battery capacity degradation over time (defective batteries are covered);
  • Consumable accessories once used (e.g. adhesive strips, mounting tape).

Damage and misuse

  • Damage from accident, impact, drops, or misuse (including water exposure beyond the product's stated IP rating, extreme temperatures, or improper storage);
  • Cosmetic weathering of outdoor products from sun and weather exposure (functional failures of weatherproof products used within their ratings are covered);
  • Damage caused by acts of nature: floods, lightning strikes, storms, bushfires;
  • Damage caused by a power supply, charger, solar panel or other accessory that we did not supply, or use contrary to the product manual;

Modifications and third parties

  • Products modified, disassembled, or repaired by anyone other than CamGuard Australia;
  • Faults caused by third-party software, integrations, or accessories you have added;

How we apply these exclusions. They turn on cause, not on brand. Everything we supplied is covered, including any power supply, plug adapter, mount or cable that came in the box from us. For anything you added yourself, the exclusion applies only where our assessment shows that item caused the fault, and we'll tell you what we found.

So we can assess it properly, tell us at claim time what you've added, and send it back with the unit if we ask to test it. If it can't be provided we may not be able to finish the assessment, and we'll explain what that means before we decide anything.

Other exclusions

  • Products we did not sell (serial numbers are verified against our dispatch records);
  • Lost or stolen products;
  • Free or bonus promotional items included with an order (not the adapter, mount, cable or other parts supplied as part of the product itself, which are covered);
  • Claims lodged after the warranty period has ended.

A note on app and firmware updates: manufacturer software changes are outside our control. Functional changes caused solely by a manufacturer app/firmware update are generally not a warranty defect; however, if an update leaves your product unable to perform its core function within the warranty period, contact us. We'll work with you on a fair outcome, and your Australian Consumer Law rights are unaffected.

Nothing in this section limits the consumer guarantees under the Australian Consumer Law: where the law gives you a remedy, you have it regardless of these exclusions.

6. Liability

Repair of your goods may result in the loss of data stored on them, so please make a copy of any recordings or footage you want to keep before returning a device. That goes for swaps too: once recordings or footage are gone, we can't get them back. If a fault in the product causes you a loss, your Australian Consumer Law rights apply.

Products that connect to fixed or mains wiring must be installed by a licensed electrician. We are not responsible for damage caused by installation work, by mounting or fixings, or by use contrary to the product manual.

This does not limit any compensation you're entitled to under the Australian Consumer Law for reasonably foreseeable loss.

7. This warranty and our other policies

  • Returns, refund timeframes, pre-paid labels, and Express Replacements are handled per our Returns & Refund Policy.
  • This warranty is claimable in Australia, in English, at no charge for lodgement.
  • We may update this warranty from time to time. Changes that improve your cover apply to every product you've bought from us. Other changes apply only to products bought after we publish them. From 16 September 2026 we keep a dated copy of every version we publish.