HomeGuardian.ai Pty Ltd Refunds & Warranties Guide
Understanding your rights
The Australian Consumer Law and Your Rights
The Australian Consumer Law (ACL) protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the ACL requires that goods must be free of defects and do what they are meant to do. Services must be carried out with care and skill. These rights, which the ACL says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’.
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 for 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 failure does not amount to a major failure.
Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.
Consumer guarantees do not apply if you got what you asked for but simply changed your mind or decided you did not like the purchase or had no use for it, regardless of how you have paid for a HomeGaurdian.ai product (online order, Government Funded scheme, etc).
Homeguardian.ai Pty Ltd Refund and Warranty Policies
Homeguardian.ai will provide a refund, replacement or repair in accordance with the Homeguardian.ai Minimum Voluntary Warranty Policy & Extended Minimum Voluntary Warranty Policy set out in this document. This Policy only sets out the minimum time periods within which Homeguardian.ai will offer you a refund, replacement or repair and your rights under the ACL may extend beyond these time periods.
To obtain a refund or any other remedy please contact us at [email protected] or 1300 248 324. You will be required to provide proof of purchase from Homeguardian.ai.
Homeguardian.ai needs to be satisfied that the product is faulty, the cause of the fault and that the problem with the goods was not your fault. Homeguardian.ai reserves the right to have returned goods assessed within a reasonable time frame to determine this, including whether the goods are defective or simply require some form of basic troubleshooting.
In most circumstances, faulty goods would have been sold complete with out of the box accessories such as, power cords, tripods and computer connectivity cables. It is a requirement for the fulfilment of refunds, exchanges and replacements that customers have used their best endeavours to return faulty products complete with the out of the box accessories supplied at the time of the original purchase.
Homeguardian.ai does not offer or honour refunds in instances where:
- a Consumer has had a change of mind/changed their mind once receiving the Homeguardian.ai devices;
- a Consumer has found an alternative product at a cheaper price;
- a Consumer has decided that they do not like the purchase of the Homeguardian.ai devices; and,
- the Consumer has decided that they have no use for the Homeguardian.ai devices or that they are not fit for use.
Homeguardian.ai reserves the right to not provide a remedy in accordance with the Homeguardian.ai Minimum Voluntary Warranty Policy where the product has been used predominantly in a commercial or business environment or for commercial or business purposes and Homeguardian.ai has not, prior to purchase, expressly advised that the product is designed for that environment or purpose. In such circumstances, you may still have the rights against Homeguardian.ai under the ACL.
Refund may be available after 30 days if breach of Consumer Guarantees.
Minimum Voluntary Warranty Policy Guide
For HomeGuardian.ai Products and Accessories.
From 12 months from the date of purchase, Homeguardian.ai will determine, at no cost to the customer, whether the product is faulty and the cause of the fault within a reasonable time frame. In the event of a major failure or minor defect and if the product is determined faulty through no fault of the customer, then the customer can request repair free of charge. If the goods cannot be repaired within a reasonable time frame the customer can request that Homeguardian.ai replace the product. Homeguardian.ai will then replace the product with a new or used product of the same model or if that is not available, then the next upgraded model that has similar features. In some circumstances, the provisions under the ACL may still provide for an automatic replacement or full refund of the original purchase price. See the blue section below for seeking a remedy under the ACL.
Extended Voluntary Warranty Policy Guide
Homeguardian.ai’s Extended Voluntary Warranty Policy will apply for as long as you have an active subscription attached to your Homeguardian.ai product. Therefore if your Homeguardian.ai product becomes faulty, Homeguardian.ai will determine, at no cost to the customer, whether the product is faulty and the cause of the fault within a reasonable time frame. In the event of a major failure or minor defect and if the product is determined faulty through no fault of the customer, then the customer can request repair free of charge. If the goods cannot be repaired within a reasonable time frame the customer can request that Homeguardian.ai replace the product. Homeguardian.ai will then replace the product with a new or used product of the same model or if that is not available, then the next upgraded model that has similar features. In some circumstances, the provisions under the ACL may still provide for an automatic replacement or full refund of the original purchase price. See the blue section below for seeking a remedy under the ACL.
Whilst individual circumstances may vary and the law is uncertain, the policies set out above are intended to provide you with remedies that Homeguardian.ai believes in most circumstances to be consistent with your statutory rights under the ACL in the event of breach of a Consumer Guarantee relating to faulty products. However, these policies are in addition to, and do not limit your rights with respect to, the Consumer Guarantees or any
other rights and remedies that you have under a law in relation to the goods sold by Homeguardian.ai.
If you are not satisfied with a remedy under the Homeguardian.ai Minimum Voluntary Warranty Policy you can discuss your concerns with a Homeguardian.ai Customer Service Manager who is authorised to provide an alternative remedy where appropriate. If the Customer Service Manager believes that the Homeguardian.ai remedy is adequate but you are not still satisfied that your ACL rights are being appropriately observed then you can submit your concerns in writing to our ACL Warranty Claims Officer at [email protected] for further consideration by Homeguardian.ai.
Staff Code of Conduct
Homeguardian.ai staff are obligated to ensure that your ACL rights are NOT limited in any way. Limiting your rights may include:
- Refusing to refund, replace or repair a product that is faulty and became faulty through no fault of your own within a time-frame considered reasonable under the Homeguardian.ai Minimum Voluntary Warranty or the ACL.
- Failing to escalate or properly address any dispute you have in relation to any minimum timeframes and minimum remedies outlined in this document.
- Failing to assist in a courteous and timely manner with a remedy that is in accordance with Homeguardian.ai’s Minimum Voluntary Warranty Policy.
- Redirecting you to another Homeguardian.ai store because your original purchase was made there.
If at any time you feel that Homeguardian.ai staff conduct is not in accordance with these guidelines then ask to speak to a Customer Support Manager by calling our office number: 1300 248 324.