Warranty Policy

Purpose

At OzSpy Security Solutions, we are dedicated to providing our customers with top-quality security products and ensuring their satisfaction. This Warranty Policy outlines the terms, coverage, limitations, and process for warranty claims relating to OzSpy products. It reflects our confidence in the reliability of our equipment and our commitment to providing fair, transparent, and prompt support.

Warranty Coverage

CCTV Equipment

• All OzSpy-branded CCTV cameras and recorders include a 3-year warranty from the date of purchase.
• Coverage includes manufacturing defects and product failures under normal usage conditions.

Other Products

• All other products, including covert cameras, listening devices, and tracking devices, include a 12-month warranty from the date of purchase.
• Coverage applies to manufacturing defects and failures under normal usage conditions.

Non-CCTV Installation Items

From time to time, OzSpy installations may include third-party products such as monitors, routers, hard drives, power supplies, switches, or other supporting accessories. These items are not manufactured by OzSpy and are covered under the original manufacturer’s warranty period capped at 3-years.

Warranty Limitations

• Physical Damage: Not covered if caused by accidents, misuse, abuse, neglect, or unauthorised modification or repair.
• Water Damage: Not covered unless the product is explicitly rated for outdoor or waterproof use.
• Incorrect Power: Not covered if damage is caused by power surges or incorrect voltage input. Products must be used with the specified power supply.
• Third-Party Infrastructure: This warranty does not cover telco systems, mobile apps, push notifications, or any third-party service not under OzSpy’s direct control.
• Modification to system: This warranty does not cover issues arising from unauthorised changes or incorrect configuration of system settings after installation.
• AI Detection: AI analytics and detection functions are subject to environmental influences and technical limitations and are not guaranteed to detect, identify, or classify all events. These features are intended to improve overall system performance but do not constitute a 100% guarantee.

Warranty Claims

• Customers must provide valid proof of purchase showing the date and place of purchase.
• Products purchased in-store must be returned to the same store of purchase.
• Customers must notify OzSpy Security Solutions of any claim within the applicable warranty period.
• Franchisees and online customers must submit claims via the OzSpy Support Form.
• Once a valid claim is received, OzSpy may, at its discretion:
  • Repair or replace the defective product or part free of charge, or
  • Provide a refund or equivalent upgraded product if repair or replacement is not feasible.

Exclusions

• This warranty does not cover third-party components or services (e.g. telco, data, or mobile app providers).
• OzSpy is not responsible for the functionality or performance of third-party products used in conjunction with OzSpy equipment.
• Claims related to third-party components must be directed to their respective manufacturers or service providers.

Pro-Rata Warranty Remedies

If a product fails close to the end of its warranty period, OzSpy Security Solutions may, at its discretion, offer a pro-rata refund or replacement value based on the remaining expected service life of the product. This ensures a fair outcome reflecting the use and value already received by the customer.

Warranty Transferability

This warranty applies only to the original purchaser and is not transferable.

General Terms

• OzSpy Security Solutions reserves the right to modify or terminate this policy at any time without prior notice.
• Disputes arising from this warranty policy are governed by the laws of Queensland, Australia.
• If any term in this policy conflicts with state or federal law, the relevant legislation will prevail.

Summary

OzSpy Security Solutions stands behind the quality and reliability of its products. This warranty ensures fair coverage against manufacturing defects, balanced by reasonable exclusions for misuse or third-party issues. Our goal is to maintain customer confidence and satisfaction through consistent, transparent warranty support.