ADACS SECURITY Product Warranty, Returns Policy & Process.

Product Warranty & Returns Policy – November 2020.

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

Purchasing from ADACS Security and adacs.com.au

All new products sold by ADACS Security on adacs.com.au are covered by a standard 12 Month Warranty.

ADACS Security will accept product returns and assist you to repair, replace or issue you with a refund under warranty where:

 

  • The product is found to be defective/incorrect/incomplete/faulty, or
  • The product is not fit for its intended purpose, or
  • The product does not match the specifications/description on adacs.com.au
  • The product has been used in the country of purchase, and;
  • If your product or order is incorrect or incomplete, you must notify ADACS and provide photos within 5 business days of receiving your delivery.
  • You have an order reference/receipt or adequate proof of purchase from adacs.com.au dated within the 12 month warranty period.

You are required to submit a Returns Authorisation Request. 

Product Warranty Information for all product returns.

The following terms and conditions apply to ADACS products:

  • Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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.
  • After testing the products and the fault is determined as a major failure at ADACS discretion the following options will apply:
  • a refund considering the following factors which may affect the amount refunded:
  • the length of time since the product was purchased.
  • type of product.
  • how you are likely to have used the product.
  • the length of time for which it is reasonable that the product would be used.
  • the amount of use it could reasonably be expected to tolerate before the failure becomes noticeable.
  • an identical replacement, or one of similar value if reasonably available.

If the fault is determined as a minor failure ADACS will at their discretion do one of the following:

  • repair the goods.
  • replace the goods with a unit of similar type, value and features.
  • offer a refund.
  • Warranty registration is not required, but purchasers should retain their order reference, invoice or receipt as proof of purchase.
  • Any party returning a faulty unit must pay all applicable freight (and insurance if applicable) to return the unit to ADACS.
  • Any unit returned as faulty but tested and found OK may incur a minimum handling charge of $50 to be paid prior to the item being shipped back to the customer along with all freight charges.
  • Any new product that is confirmed faulty within 30 days of end user purchase is considered DOA and will be replaced with a new unit unless otherwise agreed.
  • Returns will be rejected by the ADACS team unless they are clearly marked with a Return Authorisation Number supplied by the Technical Support Team.

Evidence of any of the following conditions will void any warranty claim:

  • Lightning strike or power surge (ADACS recommends fitting a power surge protection device).
  • Any product that has not been installed in accordance with the installation instructions or damaged due to incorrect installation.
  • Physical damage to the product or associated cables and accessories.
  • Repairs or alterations by anyone other than authorised ADACS service personnel where a product was disassembled or repaired in such a manner that performance or functionality is affected.
  • Unauthorised end user or third party modifications to any component.
  • Failure or damage as a result of improper storage, operation under abnormal conditions, misuse, neglect, abuse, accident, act of God or maladjustment of consumer controls. Short circuiting or over voltage applied to the product will be considered misuse and will cause the product not to be covered by the warranty.
  • Defects or damage due to spills of liquid or other substances (water damage, dust, cigarette smoke etc), excessive temperature or humidity and other environmental conditions encountered where the product is designed for indoor use.
  • Aesthetic and other surface damage or scratches to all surfaces and other external parts that have been damaged due to normal customer use.
  • Evidence of misuse or abuse of the device.
  • ADACS aims to process claims within 21 working days from order reference/ receipt of the unit but cannot be held responsible for any reasonable delays due to unforeseen circumstances.
  • ADACS is not responsible for any data loss; backing up of data is the responsibility of the customer. ADACS does not provide a backup or data recovery service when sending products containing hard disks for warranty claims. Hard drives in products returned for warranty may need to be replaced and will be wiped before replacement for security and privacy reasons.
  • Goods capable of storing user-generated data may experience a loss of data during the repair process. It is the responsibility of the customer to ensure that all personal data is deleted before returning the item or items to ADACS.

Exceptions

  • You got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.
  • You misused a product in any way that caused the problem.
  • You knew of or were made aware of the faults before you bought the product.
  • You asked for a service to be done in a certain way against the advice of the business or were unclear about what you wanted.
  • You do not have proof of purchase, such as receipt, credit card or bank statement.
  • You received the product(s) as a gift. The warranty is non transferrable and requires written consent from the original purchaser and proof of purchase.

Important

  • If a faulty product is unable to be repaired, refurbished goods of the same type may replace goods returned for repair.
  • Refunds will be issued using your original payment method.
  • ADACS Security reserves the right to assess the condition and age of returned goods before providing a repair, exchange or refund. Failure to meet conditions as laid out in this policy may result in a repair, exchange or refund being refused.

Product Return Process

1. Troubleshoot using our Technical Support Resources

You may be able to fix your problem quickly and easily without needing to return it using articles for common issues at adacs.com.au resource library or speaking with an ADACS technical representative or emailing service@adacs.com.au.

2. Returns Authorisation Request

If troubleshooting does not help, submit a Returns Authorisation Request to service@adacs.com.au. They will be able to help.

You can:

  • Submit your email address, name & contact details and the issue.
  • Raise a new request.
  • Include a copy of your order reference/ receipt for the product you’ve bought.
  • Receive a case number to track your request.
  • Arrange a call-back from our Technical Support Team.

3. Returns Authorisation Approval

If the Technical Support Team cannot fix the issue, you will be given an Authorisation (RA) Number to return the product.

  • An RA Number will usually be given within 2 working days of the initial RA Request.
  • An RA Number will be issued for one or more products being returned in the same shipment from the same location.

4. Returns Your Product

  • Repair or Replacements - pack product parts sufficiently in a shipping carton.
  • Refunds – pack ALL product parts and components sufficiently in a shipping carton.
  • Clearly write your RA Number on the outside of the shipping carton, NOT on the product for all returns. Goods that are returned to ADACS without an RA Number will be sent back to you at your expense.
  • Send returns to – ADACS Security Systems unit 14/28 Down Street Collingwood, Victoria 3066, Australia.
  • Our warehouse is receiving returns by mail only. Please do not drop off in person. Once received, allow up to 21 business days for your returned product to be processed and assessed. You will be contacted via email advising of the outcome.
  • Approved refunds will be credited back into the same account it was debited from. This may not include shipping costs.

  • Issuing of an RA number does not guarantee the acceptance of stock if other criteria are not met. Stock remains the property of the Original Owner until it is accepted by ADACS Security as a valid return.

    Purchasing from adacs.com.au

    All new products sold by ADACS Security on adacs.com.au are covered by a 12 Month Warranty. ADACS Security will accept product returns and assist you to repair, replace or issue you with a refund under warranty where:

    • The product is found to be defective/incorrect/incomplete/faulty, or;
    • The product is not fit for its intended purpose, or;
    • The product does not match the specifications/description on adacs.com.au;
    • The product has been used in the country of purchase, and;
    • If your product or order is incorrect or incomplete, you must notify ADACS and provide photos within 5 business days of receiving your delivery;
    • You have an order reference/receipt or adequate proof of purchase from adacs.com.au dated within the 12 month warranty period.