Returns & Refunds Policy

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure you are entitled to choose a refund or replacement, and to compensation for any other reasonably foreseeable loss or damage. If the failure is not major, you are entitled to have the problem put right within a reasonable time — and if that is not done, to a refund or replacement. Nothing in this policy excludes, restricts, or modifies any right you have under the Australian Consumer Law.

Faulty or defective products

If you believe a product is faulty, damaged, or not performing as it should, please contact us to obtain a return authorisation before sending anything back. To help us diagnose the issue quickly and avoid unnecessary delays, we may ask you for:

  • photographs of the product and its installation;
  • a description of the fault and when it occurs;
  • short video footage demonstrating the problem; and/or
  • remote troubleshooting, where the equipment supports it.

Where a product is confirmed faulty and covered by warranty or the Australian Consumer Law, Peninsula Smart Care will repair, replace, or refund it as required by law.

Products returned with no fault found

If a returned product is tested and found to be operating within the manufacturer’s specifications with no fault identified, a diagnostic assessment fee of $110 (incl. GST) may apply, and you will be responsible for return freight. We will always advise you of the assessment outcome before any fee is charged.

Change-of-mind returns

Change-of-mind returns are offered at our discretion and are not required by law. Where we agree to accept one, it must be requested within 30 days of purchase and meet all of the following conditions:

  • the product is unused, unopened, and in original, re-saleable condition;
  • all accessories, manuals, packaging, and included items are returned;
  • valid proof of purchase is provided; and
  • return freight is arranged and paid for by you.

Approved change-of-mind returns are subject to a 20% restocking fee to cover handling, testing, repackaging, and administration. Original shipping charges are not refundable. Products that have been installed, programmed, configured, activated, modified, damaged, or used are not eligible for change-of-mind returns.

Special-order and custom-configured products

Products ordered specifically for you, custom-configured systems (including nurse call and integrated security solutions), and software or licence keys are not eligible for change-of-mind returns unless a remedy is required under the Australian Consumer Law.

Firmware and software

Our warranty does not cover problems caused by:

  • installation of incompatible or unapproved firmware;
  • unauthorised software changes or improper configuration;
  • physical damage, misuse, or neglect; or
  • power surges, electrical faults, or water or moisture damage.

Where you ask us to recover a device that has been rendered inoperable — for example through an incompatible firmware update — a service fee may apply, and we will advise the current charge before any work begins. We will make reasonable efforts to recover affected equipment, but successful recovery cannot be guaranteed.

Return shipping

Unless otherwise required by the Australian Consumer Law:

  • you are responsible for shipping products to us for assessment;
  • we cover return shipping for products confirmed to have a valid warranty fault; and
  • shipping charges paid on your original order are not refundable.

How to make a return

To start a return or warranty claim, contact us for a return authorisation:

Last updated: 1 July 2026