At Security Zone Online, we are committed to providing high-quality products and exceptional service. However, we understand that there may be instances where returns or refunds are required. This policy outlines the terms and conditions under which we accept returns and process refunds to ensure a seamless experience for our customers.

1. Eligibility for Returns

To qualify for a return, the following conditions must be met:

• Return Period: Products must be returned within 30 days from the date of purchase.
• Condition: Items must be unused, undamaged, and returned in their original packaging with all included accessories and documentation.
• Proof of Purchase: A valid order number or proof of purchase is required.
• Defective or Damaged Goods: Returns for defective, damaged, or incorrect items are accepted.

2. Non-Returnable Items

The following items are not eligible for return or refund:

• Clearance, final sale, or promotional items
• Customized or personalized products
• Software, licenses, or digital products once activated or downloaded
• Products damaged due to misuse, negligence, or improper installation

3. Return Process

1. Initiate a Return:
   Contact our Customer Support Team at sales@securityzoneonline.com.au within the return period. Provide your order number, reason for return, and (if applicable) photos of defective or damaged products.
2. Return Authorization:
   Once approved, we will issue a Return Merchandise Authorization (RMA) number along with instructions on how to return your item.
3. Package and Ship:
   Ensure the item is securely packed, including all original components. Attach a copy of your order receipt and clearly mark the RMA number on the package.
4. Shipping Costs:
   • Return shipping costs are the customer's responsibility, except in cases where the product is defective, damaged, or shipped incorrectly.
   • We recommend using a trackable courier service and purchasing insurance for valuable items, as we are not responsible for returns lost in transit.

4. Refund Process

Once we receive your returned item, it will undergo inspection. If the return is approved, the refund will be processed as follows:

• Refund Method: A credit will be applied to your original payment method
• Processing Time: Refunds may take 7-10 business days to reflect in your account, depending on your bank or payment provider
• Shipping Fees: Original shipping costs are non-refundable, unless the item was defective or incorrectly shipped
• Restocking Fee: A $55 restocking fee applies to all non-defective returns.

5. Exchanges

• Exchanges are available within the 30-day return window, subject to product availability
• If the replacement product is of greater value, the price difference will be charged accordingly. In cases of lower value, the difference will be refunded
• Shipping fees for exchanged items are the customer’s responsibility unless the exchange is due to a defective or incorrect product

6. Damaged, Defective, or Incorrect Products

We strive for quality, but in the rare event you receive a damaged, defective, or incorrect product, please notify us within 7 days of receipt

• Provide photos and a description of the issue for verification
• We will either issue a full refund or send a replacement at no additional cost

7. Contact Us

If you have any questions regarding returns or refunds, please contact us at sales@securityzoneonline.com.au. Our customer service team is here to assist you and ensure your experience with Security Zone Online remains smooth and reliable.

8. Policy Modifications

We reserve the right to modify this policy at any time to align with our business practices and legal requirements. Any changes will be reflected on our website, and it is the customer’s responsibility to review this policy periodically.