Warranty and RMA Policy
1 Purpose and application
This policy explains SecuSafe's voluntary product warranties and the process for requesting a Return Merchandise Authorisation (RMA). It applies to products purchased from SecuSafe, subject to the product-specific periods and conditions below.
The voluntary warranty is additional to rights and remedies that may apply under the Australian Consumer Law (ACL) or other law. Nothing in this policy excludes, restricts or modifies a right or remedy that cannot lawfully be excluded, restricted or modified.
For the voluntary warranty, the period ordinarily begins on the date shown on the SecuSafe sales invoice. A product-specific written offer, invoice term, manufacturer policy or extended-warranty confirmation may specify different coverage and prevails for that product to the extent it gives an additional benefit. Statutory rights are not limited by an expiry date stated in this policy.
2 Product warranty periods
The following periods apply to eligible new products unless a product listing, invoice, written extended-warranty confirmation or linked manufacturer policy states otherwise.
| Brand or product | SecuSafe voluntary warranty period |
| Dahua | Refer to the current Dahua Australia after-sale service and warranty policy for the applicable product and purchase date. |
| HiLook | 3 years: network cameras, recorders, PTZ, transmission products and UPS. 2 years: video intercoms and brackets. 1 year: display products. |
| Uniview / UNV | Refer to the current UNV warranty policy for the applicable model and purchase date. |
| Uniarch | 2 years: network cameras, recorders, PTZ, transmission, cloud, storage, software and accessories. |
| Ajax | Qualifying Ajax products purchased from SecuSafe on or after 1 January 2026 receive the SecuSafe 5-Year Warranty, subject to that program's terms. Otherwise, 2 years. Batteries are excluded unless law or a written product-specific term provides otherwise. |
| UR Fog | 2 years, excluding batteries unless law or a written product-specific term provides otherwise. |
| VIVOTEK | Refer to the current VIVOTEK warranty policy for the applicable product, model and shipment or purchase date. |
| Akuvox/Akubela | 2 years. An extended warranty of up to 5 years may be available for an additional charge if purchased and confirmed in writing. |
| Night Sabre | 2 years on all products. |
| Wi-Tek / WiKing | 3 years on Wi-Tek and WiKing commercial products. 5 years on Wi-Tek industrial products. |
| Konec | 2 years on all products. |
| ZKTeco | 3 years on all products. |
| Western Digital HDD | 3 years. |
| Seagate HDD | 3 years. |
| Toshiba HDD | 3 years. |
| iCatch, Unimo, SecuGuard, DigiGuard and KCE | 2 years, including hard drives supplied inside their DVRs. |
| Other products | 1 year unless a different period is stated in writing. |
2.1 Product-specific references
Dahua: Australia service policy | PDF copy
Uniview / UNV: Warranty PDF | NDAA statement | Additional model list
Ajax: SecuSafe 5-Year Warranty
VIVOTEK: Current warranty policy | PDF copy
Night Sabre: Product website
Manufacturer policies and model lists can change. SecuSafe will assess a claim using the coverage applicable to the product and purchase at the relevant time, without reducing any rights already acquired.
3 How to request an RMA
SecuSafe will not accept a product under its voluntary warranty unless an RMA request has been completed and SecuSafe has authorised the return. This administrative requirement does not remove any non-excludable right under the ACL.
- Complete the SecuSafe Goods Return Form with all requested information, including company and contact details, invoice number, model, serial number and a clear fault description.
- Wait for SecuSafe technical support to confirm authorisation and provide return instructions or an RMA reference before sending or delivering the product.
- Include a printed copy of the completed return form, the RMA reference and a copy of the SecuSafe invoice with the returned product.
- Remove passwords where practicable, back up data and package the product securely with the accessories reasonably needed to reproduce the fault.
- Do not write on or attach labels directly to retail packaging unless instructed. Damage caused by inadequate return packaging may not be covered by the voluntary warranty.
Online form: Complete the SecuSafe Goods Return Form
4 Assessment and coverage
SecuSafe will assess the product and may test it, request additional information or send it to the manufacturer or an authorised service provider. Warranty service is provided where SecuSafe is reasonably satisfied that the failure is covered by this policy, the applicable manufacturer warranty or law.
The voluntary warranty covers defects caused by faulty materials or workmanship during the applicable warranty period. It does not cover a failure caused or substantially contributed to by circumstances outside that coverage, including:
- incorrect or unauthorised installation, maintenance, repair, alteration or modification;
- misuse, abuse, accident, impact, liquid ingress, pests, contamination, neglect or inadequate ventilation;
- use outside manufacturer specifications, environmental limits, rated duty or compatible systems;
- external power, cabling, network, surge, lightning or other site conditions not caused by the product; or
- fair wear and tear, cosmetic damage or consumable items such as batteries unless expressly covered.
The SecuSafe voluntary warranty is for the original purchaser and is not transferable. A missing or altered serial or warranty label may prevent voluntary-warranty service where SecuSafe cannot verify the product or coverage. These conditions do not exclude any ACL right that applies despite them.
5 Remedies and repair process
For an accepted voluntary-warranty claim, SecuSafe may, at its option and subject to availability, repair the product, replace it with the same or an equivalent product, supply a manufacturer-provided replacement part, or send the product or part to the manufacturer for repair. The remedy available under the ACL may instead depend on whether the failure is major or minor and other circumstances.
Repair is performed on a best-efforts basis. Repair time depends on fault diagnosis, parts, manufacturer processes and transport. SecuSafe will not promise a completion date unless confirmed in writing.
REPAIR NOTICE 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.
The repair of products capable of retaining user-generated data may result in the loss of that data. Customers must back up and remove data where practicable before return. SecuSafe is not responsible for preventable data loss except to the extent liability cannot lawfully be excluded.
6 Freight and collection
For a claim made only under SecuSafe's voluntary warranty, the purchaser is responsible for the cost of sending the product to SecuSafe unless SecuSafe authorises another arrangement in writing. SecuSafe will advise responsibility for return freight after assessment.
Where the ACL requires SecuSafe to bear reasonable return costs for faulty goods, SecuSafe will arrange collection or reimburse reasonable, properly documented costs as applicable. Contact SecuSafe before incurring freight costs. Large, heavy or installed goods should not be returned until collection or inspection arrangements are agreed.
7 Technical support and onsite service
SecuSafe provides free telephone technical support to qualified technicians during ordinary business hours, Monday to Friday, 8:30 am to 5:00 pm, excluding public holidays. SecuSafe does not provide direct technical support to an installer's end user unless separately agreed.
Where SecuSafe agrees to provide onsite assistance to a technician in a metropolitan area served by SecuSafe, the standard call-out charge is AUD 120 plus GST for the first 30 minutes onsite, then AUD 30 plus GST for each additional 15 minutes or part thereof. Travel, parking, tolls, materials or after-hours charges may apply if disclosed and accepted before service.
Paid support charges do not apply where SecuSafe is legally required to provide the relevant remedy without charge. Onsite service is subject to location, technician availability, site access and safety requirements and must be confirmed in advance.
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.
The ACL may apply to business purchases as well as personal purchases. Consumer guarantees may continue for a reasonable period after a stated voluntary warranty expires. Contact SecuSafe so the appropriate remedy can be assessed.
9 Contact and policy administration
Warranty provider: SecuSafe Pty Ltd. Head office: Suite 1A/40 Brookhollow Avenue, Norwest NSW 2153.
Telephone: (02) 9649 4477. Email: hq@secusafe.com.au. This policy should be read with the SecuSafe Terms and Conditions of Sale, applicable product documents and the invoice. SecuSafe may update this policy for future transactions without prior notice. An update does not retrospectively reduce a warranty benefit or statutory right already acquired.
This policy contains commercial and legal commitments. SecuSafe should obtain legal review before publication and whenever warranty periods, fees, return costs, service locations or manufacturer programs change.