Returns and Warranty
Our Product Guarantee
Emerald Alarms is passionate about product quality and reliability. But if things don’t quite go to plan, we provide long-term protection against product failures and faults. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. Furthermore, you are entitled to have the product repaired or replaced if the product fails to be of acceptable quality.
And because we don’t want product hiccups to impact your business, we have developed an Advanced Parts Replacement policy. In the event that your product needs to be replaced, we do not ask for faulty units to be returned to us before replacements are sent, meaning your product replacement will be swiftly delivered to you.
If you are not satisfied with your purchase, you may return items within 30 days of original purchase date. Returns will be processed within 7-10 days of receipt. You will be notified via email once your refund has been approved in our system. To qualify for a merchandise refund, items must be returned in original, unused condition and in the original packaging.
- Print a copy of your invoice or order confirmation.
- Highlight or circle the items you would like to return.
- Pack all items with your invoice in the original packaging or a suitable carton/satchel. Please ensure that all boxed items are securely enclosed in a carton/satchel as we are not able to accept them if damaged. (Shipping cost & shipping sales tax incurred for returns are non-refundable and within the customer’s responsibility)
- Contact our support team HERE for details to arrange a return.
*For security and peace of mind, we strongly suggest using the insured registered post as we are not liable for lost return parcels. Please allow up to 7 business days for us to receive your merchandise. We do not offer a free returns service. For all change of mind returns, we recommend attending your local post office and selecting tracked post. If any of the items in your order were faulty, damaged or incorrect, please contact our customer support team here to arrange a return postage label.
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 compensation for any other reasonably foreseeable loss or damage. You are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. We will assess a warranty claim in accordance with your legal rights, upon receipt of proof of purchase and inspection of the returned good/s.