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Consumer Rights Field Guide
Current as of View the ACCC website for the latest official guidance

Returns · refunds · repairs · replacements

Your rights.
Plain English.

A fast, transparent guide for CamGuard customers and our own support team—so everyone starts with the same map when a product is faulty, a return is needed, or a warranty has ended.

Find the right pathway Already have a fault? File a claim
  • 01 A warranty does not replace the ACL
  • 02 Major and minor problems have different remedies
  • 03 Change of mind is a separate store policy
START WITH What
happened?
MAJORYou choose
MINORBusiness fixes
MIND CHANGEStore policy

The 20-second sorter

What brought you here?

Pick the closest starting point. This does not decide a legal outcome—it shows the most useful next step.

YOUR NEXT MARKER

Choose A, B or C above.

We’ll point you to the relevant rights, policy and action without hiding the important exceptions.

Read the full guide

The remedy map

Major, minor—or simply a change of mind?

The distinction matters because it changes who chooses the remedy.

01Consumer chooses

Major problem

A product may have a major problem if it is unsafe, very different from its description or sample, has serious or multiple problems that would have stopped the purchase, or cannot do its normal/disclosed purpose and cannot easily be fixed within a reasonable time.

THE CORE REMEDY Choose a full refund or replacement of the same type.

Keeping the product and seeking compensation for its reduced value can also be an option. Reasonably foreseeable additional loss may be compensable in some cases.

02Business fixes

Minor problem

A problem that can be fixed within a reasonable time is generally treated differently from a major failure. The business must provide a free fix or repair, but does not have to begin with a refund or replacement.

IF IT ISN’T FIXED REASONABLY Further remedies become available.

If the business cannot or will not fix it within a reasonable time, options can include a reasonable third-party repair cost, refund or replacement, or compensation for reduced value.

03Voluntary policy

Change of mind

The ACL does not automatically require a refund or exchange when the customer received what they ordered but changed their mind, found it cheaper elsewhere, no longer likes it, or has no use for it.

CAMGUARD’S CURRENT OFFER Most website purchases can be returned within 30 days of delivery.

Our voluntary conditions apply: contact us first; return it as-new with original accessories; return and outbound postage costs can apply. Read the full policy before sending anything.

Consumer guarantees usually do not provide a remedy for: simple change of mind, a problem caused by misuse, or the same defect that was clearly disclosed before purchase. A different undisclosed problem may still be covered.

Keep this bit handy

The return toolkit.

Six practical rules that prevent most return conversations from going in circles.

01

Proof is flexible

A business may ask for proof of purchase—but it does not have to be only the original receipt. A card statement, online reference, qualifying warranty card, or serial linked to purchase records may help. More than one item may be needed.

02

No box required for a fault

A faulty product does not have to be returned in its original packaging. Packaging and as-new conditions can still be valid requirements for a voluntary change-of-mind return.

03

Return costs follow the finding

Easy-to-return goods are normally returned by the consumer. If a problem is confirmed, reasonable return costs must be reimbursed. Large or difficult faulty goods require business-paid shipping or collection.

04

A major-fault refund is full

The full amount paid is refunded, without deducting for use. It should return through the original payment method unless customer and business agree otherwise.

05

Warranty expiry is not the end

Consumer guarantees can continue for a reasonable time depending on the product. A 12-month written warranty cannot erase rights that may still apply under the ACL.

06

Sale and renewed still have rights

Consumer guarantees are not removed just because a product was discounted, clearance, open-box or renewed. Age, price, condition description and disclosed defects help determine what acceptable quality reasonably means.

What if testing finds no product problem?

A business can seek collection and inspection costs only after giving a reasonable estimate before collecting the product. CamGuard’s claim process collects the fault story and evidence first to avoid unnecessary returns.

Myth check · tap to open

Six sentences worth correcting.

“The manufacturer has to sort it out.”
Not when you are seeking a remedy from the seller. The business that sold the product is responsible for resolving problems with products it sells. It may assess the product or consult the manufacturer, but it cannot simply send the customer away.
“It was on sale, so there are no refunds.”
Sale price does not remove faulty-product rights. A disclosed defect is different: the same clearly disclosed defect is not a surprise failure, but other consumer guarantees continue to matter.
“The written warranty ended, so the ACL ended.”
Consumer guarantees are automatic and separate. They can continue for a reasonable period that depends on the product, price, use and other circumstances.
“No receipt means no claim.”
Reasonable proof can take several forms. CamGuard can search order details, payment references and the serial records made at dispatch. We may ask for more than one piece where needed.
“Any fault means the customer chooses a refund.”
The choice depends on whether the problem is major or minor. A major problem gives the consumer the refund-or-replacement choice. A minor problem gives the business an initial opportunity to fix it for free.
“A refund can only be store credit.”
Not for a refund due under the consumer guarantees. A major-problem refund should use the original payment form unless both sides agree otherwise. Store credit may be offered under a voluntary change-of-mind policy.

How CamGuard handles it

One door in.
No manufacturer runaround.

We sold it, so start with us. The Warranty Care Desk gives our Townsville team the purchase, device, serial, fault history, troubleshooting and evidence in one record.

Open Warranty Care Desk Read our full Returns & Refund Policy
  1. 1
    Tell us what happened

    Order or alternate proof, device identity, serial, fault pattern and useful evidence.

  2. 2
    We assess the pathway

    Safety first, then major/minor, remote fix, return, or voluntary change-of-mind conditions.

  3. 3
    Contact us before sending it

    We confirm what needs to come back and, where a fault or warranty return is required, email you the appropriate pre-paid Australia Post return label.

  4. 4
    A clear remedy and record

    Repair, replacement, refund or another agreed outcome—with the claim ID kept beside the decision.

Source shelf · checked 13 August 2026

Read the official guidance.

↗ACCC
OFFICIAL LINKS
01Repair, replace, refund, cancelMajor/minor remedies, refunds, returns and costs↗ 02Consumer rights and guaranteesAutomatic standards and scope↗ 03Proof of purchaseReceipts and reasonable alternatives↗ 04WarrantiesWhy warranty promises are additional to ACL rights↗ 05Contacting a businessHow to explain the problem and requested outcome↗ 06ACCC problem solverInteractive guidance for a specific purchase↗
Independent summary—not legal advice.

This CamGuard page is not produced, approved or endorsed by the ACCC. The ACCC does not resolve individual disputes or give legal advice. The ACCC logo and Commonwealth Coat of Arms are deliberately not reproduced because their reuse is excluded from the ACCC’s general content licence.

Source: Based on ACCC data or other content © Commonwealth of Australia. CamGuard wording, layout and practical store-process notes are our own.