Refund policy

Last updated 23rd October 2026

This policy applies in addition to your rights under the Australian Consumer Law, never instead of them.

We want buying from CamGuard Australia to be simple and stress-free. We aim for a fair and reasonable outcome in every case, for you and for the business, as judged by reasonable people. If something isn't right, we'll work with you to resolve it. If you have an issue this policy doesn't address, or you believe it doesn't give you a fair outcome, please contact us. We'd rather talk than have you stuck.

1. Change of Mind: 30-Day Returns

We accept change-of-mind returns on most items purchased through www.camguardaustralia.com.au within 30 days of delivery (per the Australia Post tracking scan).

To be eligible:

  • The item must be in as-new condition with all original accessories (mounts, screws, cables, adapters, manuals, etc.), any bonus item packed with it, and original packaging where possible, unless we've expressly approved otherwise in writing.
  • The item must not be damaged, heavily used, or modified (e.g. drilled, cut cables, missing parts), unless we've expressly approved otherwise in writing.
  • Please contact us before sending anything back. We'll confirm eligibility and give you the return address and reference. Unapproved returns can take longer to process.

Costs for change-of-mind returns:

  • Return postage is at your cost. We can email you a pre-paid Australia Post label for convenience and deduct its cost from your refund, or you can arrange your own tracked postage.
  • Original shipping is not refunded. Shipping charges you paid are not refundable for change-of-mind returns, and where your order shipped free, the actual outbound postage cost we incurred will be deducted from your refund.

Partial refunds for items returned in worse condition:

  • Items returned in as-new condition receive a refund of the full item price.
  • If the returned item is opened, used, damaged, missing parts, or damaged in return transit due to poor packaging, we may deduct an amount that fairly reflects the loss in value. This only recoups value where the item can no longer be resold as it was sold; it never applies to items returned in the condition we sent them.
  • No deductions ever apply to faulty items, goods not as described, or transit damage. Those are covered in full under section 2 and the Australian Consumer Law.

2. Faulty, Damaged, or Not as Described

If your item arrives faulty, damaged, or not as described:

  1. Contact us at support@camguardaustralia.com.au as soon as possible.
  2. We may ask for photos or a short video and walk through basic troubleshooting. Many issues are fixed in minutes.
  3. If the fault is confirmed, we will repair, replace or refund the item and cover all return shipping costs. You will never be out of pocket for a genuine fault.
  4. Warranty returns are always shipped free: items being returned under our 12-month CamGuard warranty (or for any confirmed fault) are never charged for shipping. We will email you a pre-paid Australia Post return label.
  5. 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 the return 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.
  6. For minor issues, we may offer a replacement part, partial refund, or another fair solution first.

Nothing in this policy limits your Australian Consumer Law remedies for faults (see section 8).

3. Express Replacements (Advance Replacement Service)

Where stock is available, we may offer an Express Replacement: we dispatch a replacement product to you immediately (before receiving your original item back), together with an Australia Post satchel and a pre-paid return label for the original.

  • Express Replacements are offered solely at CamGuard Australia's discretion, case by case, and subject to stock availability.
  • To protect against non-return, we may ask for a refundable deposit up to the value of the replacement product before we dispatch it. We refund the deposit in full as soon as Australia Post scans your original as lodged (or our courier collects it).
  • The original item must be lodged with Australia Post within 14 days of your replacement being delivered. "Lodged" means the Australia Post acceptance scan on the pre-paid return label, so simply dropping it at a Post Office or street box within 14 days is all that's needed.
  • If the original hasn't been posted within 14 days of the replacement being delivered (handing it to our courier counts; days waiting for our courier don't count), 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 at the price we quoted before sending it (keeping any deposit, or invoicing you). Your faulty original then stays yours, and you can still claim on it.
  • Declining an Express Replacement (or the deposit) never affects your normal remedies: the standard return-first process in section 2 always remains available, at no cost to you for faulty items.

4. Return Process & Refund Processing Times

Before you send anything back (your data and privacy):

  • We highly recommend you back up any data you want to keep before returning a device. For cameras and doorbells this usually means exporting any recordings or clips you need from the eufy app, HomeBase, or storage card.
  • Where possible, please also remove the device from your app account and perform a factory reset before returning it. This protects your privacy and personal information, and helps us process your return faster.
  • Please remove any personal SD cards or storage media that aren't part of the return before sending.
  • Please note: all returned devices undergo a factory reset as part of our testing and inspection process. Any data remaining on a returned device (including recordings on internal storage, SD cards, or HomeBase drives) will be erased and may not be recoverable. Please don't return a device holding the only copy of footage you need.
  • For most items, returns travel by Australia Post Express satchel with the label we supply. Please lodge the return within 14 days of receiving the label. Contact us if you need more time. The separate advance-replacement conditions in section 3 still apply where that service has been agreed.
  • For larger items that don't fit Australia Post satchels (e.g. multi-camera kits), we'll arrange standard post or courier for the return. This allows a suitable service for the size of the return. Transit time depends on the carrier, and the processing targets above apply after the item arrives.
  • Items sold as split-from-bundle or as kits must be returned with all components of that item as it was sold.
  • Replacements and exchanges (other than Express Replacements under section 3) are sent after we receive and inspect the return, usually within 2 business days of it arriving. We usually send them by Australia Post Express (larger items may go by courier).

Refund processing time:

Refunds for returned items are processed within 1–3 business days of the return arriving back to CamGuard Australia (and passing inspection, where applicable). Refunds go back to the original payment method (card, PayPal, Afterpay, eBay, etc.). After we process it, card refunds can take up to 10 business days to show, depending on your bank. A refund to a PayPal balance is usually same day (if PayPal sends it back to a card or bank account, it can take longer), and Afterpay takes it off any remaining payments first.

5. Serial Number Verification

Every product we dispatch is photographed and its serial number recorded before it leaves us. Returned items are verified against these records. If a returned item's serial number does not match the unit we sent, the return will be declined and the item made available for collection at your cost. This protects honest customers: it keeps our prices down and our refurbished grading trustworthy.

6. Non-Returned Items & Misuse of Returns

  • Where any replacement is sent before the original is returned, the original must go back with the supplied label within 14 days of the replacement being delivered.
  • If the original is not returned, we may treat the replacement as a separate sale at the price we quoted (keeping the deposit, or invoicing you, as in section 3), and decline advance replacements to that customer in future.
  • Repeated failure to return items, serial-number mismatches, or other misuse of this policy may result in reports to eBay or the relevant marketplace.
  • None of this limits your rights under the Australian Consumer Law for genuine faults or major failures.

7. How to Start a Return

To start a return or warranty claim:

Please include the following so we can locate your order and verify the product straight away:

  • Your name and email address (as used on the order)
  • Your order or item number
  • The device brand and model (e.g. eufy SoloCam S340)
  • The serial number of the device being returned
  • A description of the issue (photos or video help a lot)

We'll respond with next steps and organise the appropriate return label. Returns missing the device details above may take longer while we verify them against our dispatch records. We usually reply within 1 business day; please allow up to 2 business days for an initial response. This is a response target, not a guarantee that the assessment, return, replacement or refund will be completed in that time; the relevant processing timeframes are set out above.

8. 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.

This policy operates in addition to your rights under the Australian Consumer Law and our 12-month CamGuard warranty, never instead of them.