Refund Policy

Effective Date:  January 1, 2026

Eligibility for Refunds 

There is a set of criterions that one needs to meet to be eligible for refunds. The criterions to be eligible for refunds include: Defective Products: 

• A refund is available when a CCTV camera or any of its components fail to operate properly because of defective manufacturing.  
• Defects may include hardware failure, malfunctioning sensors, or any performance issue that prevents normal operation. 
• If the item is physically harmed during transit, leading to broken components, cracked cases, or nonfunctional devices, a refund is allowed. 
• A refund may be issued if the product received or its characteristics vary from what the customer ordered

Refund Request Period

If you meet any or all of the criterions for a refund, you must submit a refund request as soon as possible. Do note that the specific refund request period varies, and should you file a refund beyond the stated period, we have the complete right to deny the said request. The refund request periods are as follows:

• Direct Purchases: Claims shall be submitted within 14 days from the date of delivery of the product.
• Third-Party Purchases: Refund processes and timelines for products bought via authorized retailers or distributors are strictly at the discretion of the seller. 

Night Vision cannot override these timelines, but may, however, assist with verification or warranty claims. 

Requests outside the eligible period may be declined unless the specific circumstance is covered by Australian consumer law. 

Refund Approval Conditions

Apart from meeting the eligibility criterion, refunds are also only approved when all the pre-set conditions are met. The established criteria encompass:

• Full Product Return: A product return must include all original parts, including cameras, mounting brackets, cables, manuals, and packaging. Missing components may get a partial refund or be rejected. 
• Product Condition: Returned items must be free from physical damage caused by misuse, tampering, unauthorized repair, or installation errors. Products with altered serial numbers, signs of water damage (if non-waterproof), or modifications are ineligible.
• Proof of Purchase: A valid invoice, receipt, or order confirmation must be provided for verification purposes.
• Prior Authorization: All returns must receive a Return Merchandise Authorization (RMA) from Night Vision. Products returned without prior approval may be refused or returned at the customer’s expense.

Non-Refundable Items

Night Vision shall not issue a refund for the following aspects:

• Software licenses, subscription services, or remote-viewing application fees
• Installation or configuration services performed by technicians
• Shipping, handling, or insurance charges unless the return is due to Night Vision’s error
• Damage caused by improper installation, electrical surges, or use with incompatible accessories
• Products modified, repaired, or opened by unauthorized technicians
• Items are missing essential components that prevent proper evaluation or testing.

We reserve complete right to reject refund claims that do not meet the stipulated conditions. User discretion is advised.

Refind Process

To apply for a refund of your product, you need to follow the process mentioned below:

• Submission of Request: Customers must contact Night Vision Customer Support with their name, contact details, proof of purchase, product details, and a description of the issue, along with photos or videos if available.
• Assessment: Night Vision will assess the request and may seek extra information or troubleshooting measures. Return Approval: If eligible, an RMA number and guidelines will be issued to assist with the return procedure.
• Examination: Items being returned are examined to verify defects or eligibility. The items undergo testing to validate reported issues, and signs of misuse or alteration are also evaluated.

Unless stated otherwise by the law, refunds are issued by using the original payment method. Refund approval usually takes about 3 to 7 business days after inspection. The financial transfer could require 5 to 10 business days, depending on the bank or payment service.

Shipping, handling, and insurance fees are refundable only if Night Vision is responsible for the specific issues. 

Return Shipping Responsibility

We cover the return shipping policy when the product is defective, damaged on arrival, or when the wrong product was shipped.  In other circumstances where the refund is approved, you, as a customer, are responsible for all the shipping costs.

Products lost or damaged during return shipping are the responsibility of the customer – unless a prepaid shipping label issued by Night Vision is used.

Third-Party Purchases

If our product is purchased through authorized distributors, retailers, or online marketplaces, refunds must be processed through the seller. We do not directly process refunds for the third-party purchases, but we will provide support for warranty claims or other technical verification.

Compliance with Australian Consumer Law

This policy is consistent with the Australian Consumer Law (ACL). You, as a customer, may be entitled to a refund, replacement, or repair for defective products regardless of this policy. Night Vision complies with ACL requirements and does not limit statutory consumer rights. Policy Updates

Night Vision may update this Refund Policy at any time to reflect operational, legal, or procedural changes.

The latest version will be posted on the Night Vision website. Continued use or purchase of Night Vision products constitutes acceptance of the updated policy.