Return Policy
Return Policy – Archangel Security Installation Packages
At Archangel Security, we deliver high-performance CCTV systems with professional installation. Because our service involves both product supply and scheduled installation, our return policy is designed to be clear, fair, and practical for everyone involved.
Change of Mind or Order Cancellation
We accept change-of-mind cancellations under the following conditions:
- The request must be made within 14 days of the original order date; and
- Written notice must be provided at least 72 hours prior to your scheduled installation date.
If both conditions are met, we will accept the cancellation, subject to a 20% cancellation/restocking fee based on the total package price. This covers equipment preparation, installer scheduling, and administrative costs.
Please note:
- Cancellations made after 14 days from the order date are not eligible for return or refund.
- Cancellations made within 72 hours of installation or after installation is completed are also not eligible.
Warranty Returns – Product Faults or Installation Issues
If you experience a fault after installation, we’ll help determine whether it’s a product issue or a workmanship issue. Here’s how we handle each scenario:
1. Faulty Product (Not Caused by Installation)
If the issue is due to a manufacturer fault and not related to installation workmanship:
- We will coordinate the warranty claim with the manufacturer on your behalf.
- The customer is responsible for uninstalling the faulty device and posting it back to us for assessment.
- The customer is also responsible for postage, including ensuring the item reaches us safely. We strongly recommend tracked shipping.
If the product is tested and confirmed to be faulty, we will:
- Provide a replacement or repair under warranty
- Reimburse standard return postage costs (tracked shipping only)
If the product is tested and found not to be faulty, postage costs will not be reimbursed. However, we will cover the cost of shipping the product back to you.
⚠️ Reinstallation of any replacement device is not included. The customer must arrange and cover the cost of reinstallation unless the issue is covered under our workmanship warranty.
2. Fault Caused by Installation Workmanship
If the issue is due to poor installation workmanship:
- We will arrange for the original installer to return and rectify the issue at no cost to you.
- This includes any required removal, repair, or reinstallation of affected equipment.
Your Rights Under Australian Consumer Law
This policy operates in addition to your rights under Australian Consumer Law. You are entitled to a repair, replacement, or refund if a product or service fails to meet consumer guarantees.
However, change-of-mind returns are not required by law, and are only accepted under the specific conditions listed above.
How to Lodge a Return or Warranty Claim
To start a return or claim:
- Contact our team with your order number, description of the issue, and any photos or videos that may help.
- We’ll assess your situation and provide next steps.
- Please keep your proof of postage and tracking number when sending items back.
Final Note
By purchasing an installation package from Archangel Security, you acknowledge and accept the terms of this Return Policy. Our team is here to help, and we stand behind both our products and our workmanship. At the same time, we ask for fair notice and understanding, as our service involves real technicians, real schedules, and real costs.