Swann Communications Product Warranty, Returns Policy & Process

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.

Purchasing from Swann.com

All new products sold by Swann Communications on Swann.com are covered by a minimum 12 Month Warranty. Swann Communications 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 Swann.com;
  • The product has been used in the country of purchase, and;
  • If your product or order is incorrect or incomplete, you must notify Swann and provide photos within 5 business days of receiving your delivery.
  • You have an order reference/ receipt or adequate proof of purchase from Swann.com dated within the 12 month warranty period.

Purchasing from Authorised Retailers/ Stockists

If you purchased a Swann product online or in store from an authorised retailer/stockist and wish to return it, you must return it to the original place of purchase and abide by their returns policy.

Products returned for credit that do not meet the above conditions may still be accepted but could incur a restocking fee that can be as much as the original purchase price less 15% depending on condition and completeness of kit and contents.

For all product returns, you are required to submit a Returns Authorisation Request.

The following terms and conditions apply to Swann products:

  • 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.
  • After testing the products and the fault is determined as a major failure the customer can choose:
    • 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 Swann 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.
  • For products purchased direct from Swann where there is no fault you can return a product for a refund or credit if ALL of the following conditions are met:
    • It is less than 7 days since the product was purchased.
    • The product is complete and is in resaleable condition.
    • The product is not a special order product.
  • Products returned for credit that do not meet the above conditions may still be accepted but could incur a restocking fee that can be as much as the original purchase price less 15% depending on condition and completeness of kit and contents.
  • 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 Swann.
  • Swann will pay all freight charges to return the repaired unit to the returning party.
  • Any unit returned as faulty but tested and found OK may incur a minimum handling charge of $50.
  • 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 Swann RMA team unless they are clearly marked with a Return Authorisation Number supplied by our Technical Support Team.
  • Evidence of any of the following conditions will void any warranty claim:
    • Lightning strike or power surge (Swann 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 Swann 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
  • Swann aims to process claims within 10 working days from order reference/ receipt of the unit but cannot be held responsible for any reasonable delays due to unforeseen circumstances.
  • Swann is not responsible for any data loss; backing up of data is the responsibility of the customer. Swann 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 Swann.

Exceptions

The Warranty does not apply if:

  • 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 bought the product as a one-off from a private seller, for example at a garage sale or fete.
  • You bought at auction where the auctioneer acted as an agent for the owner.
  • You received the product(s) as a gift. The warranty is non transferrable and requires written consent from the original purchaser.

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.
  • Swann Communications 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.
  • Swann is not liable for, nor will it refund the cost of, installing or uninstalling your Swann product. The decision to hire a third party installer after purchase of your Swann product is at your discretion and Swann is not liable for said costs.
  • The Warranty does not include any costs associated with the installation or uninstallation of your Swann products, whether or not you have a successful warranty claim against Swann.
  • Extended Warranty may be available for your product via Swann Secure+ member plans. See www.swann.com/subscription

1 – Troubleshoot using our Technical Support Website

You may be able to fix your problem quickly and easily without needing to return it using articles for common issues via our Technical Support site.

2 – Returns Authorisation Request

If troubleshooting does not help, submit a Returns Authorisation Request to contact our Technical Support Team directly. They will be able to help. You can:

  • Submit your email address, name & contact details to create an account
  • Raise a new request
  • Upload 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 – Return 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 Swann without an RA Number will be sent back to you at your expense.
  • Send returns to - Swann Communications Pty Ltd, Unit 2A (Warehouse, enter off Hall Street) 706 Lorimer Street, Port Melbourne, Victoria 3207 Australia
  • Our warehouse is receiving returns by mail only. Please do not drop off in person. Once received, allow up to 10 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.
  • Swann will not refund any costs you incur associated with the installation or uninstallation of your Swann products.

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 Swann Communications as a valid return.

Purchasing from Swann.com

All new products sold by Swann Communications on Swann.com are covered by a minimum 12 Month Warranty. Swann Communications 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 Swann.com;
  • The product has been used in the country of purchase, and;
  • If your product or order is incorrect or incomplete, you must notify Swann and provide photos within 5 business days of receiving your delivery.
  • You have an order reference/ receipt or adequate proof of purchase from Swann.com dated within the 12 month warranty period.

Purchasing from Authorised Retailers/ Stockists

If you purchased a Swann product online or in store from an authorised retailer/stockist and wish to return it, you must return it to the original place of purchase and abide by their returns policy.

Products returned for credit that do not meet the above conditions may still be accepted but could incur a restocking fee that can be as much as the original purchase price less 15% depending on condition and completeness of kit and contents.

For all product returns, you are required to submit a Returns Authorisation Request.