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Trading Terms

1. Product Information and Appearance

We strive for the highest level of accuracy in our product descriptions and imagery. Please note:

  • Design Iterations: Manufacturers may occasionally update product aesthetics, App interfaces, or secondary functions. We endeavour to keep our listings updated to reflect these changes.

  • Covert Nature: Due to the specialized nature of covert surveillance, some devices are integrated into everyday household items. If you require a specific photograph of the current stock batch for verification, please contact us prior to purchase.

  • Performance: Video and audio quality are influenced by lens size and ambient light. Pinhole lenses offer a different clarity profile compared to standard CCTV glass lenses. Infrared (IR) recording will result in black-and-white footage in low-light conditions.

2. Shipping and Delivery

  • Dispatch: Orders placed before 12:00 PM AEST (Mon-Fri) for in-stock items are typically dispatched the same day via Australia Post Express.  A $15.00 Express post delivery cost is checkout added. 

  • Tracking: A tracking number is provided via email for every order.

  • Discreet Packaging: All orders are shipped in plain, unbranded packaging. The sender name appears as "HCS" for your privacy.

  • Bank Statements: For your privacy, your order banking statement will reflect our parent company name, Forrestbridge Pty Ltd. 

  • Transit Security: We offer "optional" transit insurance for loss or damage. If required, please contact us at 1300 763 235 to arrange coverage before dispatch.

3. Wireless Connectivity and App Support

  • Compatibility: Our devices primarily support 2.4GHz WiFi frequencies. Some of our newer products support both 2.4Ghz and 5.0Ghz. Contact us for more information. Customers must ensure their network environment is compatible.

  • Third-Party Apps: While we provide support for the recommended Apps, we are not the developers of these platforms. We offer technical assistance via phone/email to help you navigate setup and connectivity issues.

4.  Returns, Refunds, and Warranty

    • Consumer Guarantees: Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure. 

    • 12-Month Warranty: All electronic hardware is covered by a 12-month manufacturer’s warranty against defects. This warranty strictly covers manufacturing faults and does not cover damage caused by moisture, liquid ingress, power surges, physical misuse, neglect, or unauthorized modifications.

    • Change of Mind: Please choose carefully. In alignment with ACCC guidelines, we do not offer refunds for a change of mind. However, we may offer an exchange or store credit note at our strict discretion, provided the item is returned to us within 14 days in "as-new", resalable condition with all original packaging intact.

    • Warranty Return Process & Postage Costs: * Initial Return Shipping: If you believe your device has a manufacturing defect, you must initially organize and pay the postage costs to safely return the item to our service office for assessment.

      • Confirmed Product Fault: If the item is bench-tested and confirmed to be faulty, we will repair or replace the item (or issue a refund) at our discretion. In this event, we will cover the return freight cost to send the replacement back to you, and we will reimburse you for your reasonable initial return postage costs upon production of a valid receipt.

      • Testing Fee (No Fault Found): If an item is returned as "faulty" but is proven to be fully functional upon comprehensive bench testing, a $40 diagnostic service fee plus return freight charges will apply to cover assessment and return logistics.

5. Legal Compliance

  • Local Laws: Surveillance laws vary by state and territory. It is the user’s responsibility to ensure that their use of any surveillance equipment complies with the Privacy Act and local surveillance device legislation. Hidden Camera Surveillance provides equipment for legal security purposes only.

6. Payment Methods

  • Domestic: We accept major Credit Cards (via eWay/PayPal) and Electronic Funds Transfer (EFT).

  • International: Payments must be made via PayPal or EFT only. All prices are inclusive of GST.