Spy Monkey Return Policy

How to Return

To begin your return process, please first contact us at info@spymonkey.com.au and provide the following details:

• Your order number
• The serial number of the device (Can be found on the product sticker or original packaging)
• A detailed description of the issue

For concerns involving faulty products, our team may need to conduct initial troubleshooting to assess the issue. If the issue persists and your return is authorised, we will send you a return form. Kindly print this form and include it with the returned items. Please do not send anything without authorisation from our team.

Terms and Conditions

1. Return Window: Once your return is approved and you receive our return form, you have 7 days to post your return.
2. Customer Responsibility: You are responsible for all packing, postage, and return shipping costs. These are done entirely at your cost and risk.
3. Our Responsibility: We'll cover the shipping costs for outbound replacements.

Warranty Returns

If your product is faulty and within its warranty period, we will facilitate repair or replacement for you with the manufacturer under warranty. If the model is discontinued or unavailable at the time, we’ll offer an equivalent model or a refund.

1. Processing Time: Allow 3 - 5 business days after delivery for us to check, test, and process your return. 
2. Shipping Reimbursement: If your item is confirmed to be faulty, we'll reimburse your shipping costs. Email a snapshot of your Australia Post receipt to info@spymonkey.com.au for reimbursement.

The product warranty is contingent upon normal use of the product for which it was designed. The warranty does not cover damage resulting from improper installation, such as water damage. It also excludes coverage for damage caused by vandalism, power surges, or exposure to conditions outside those specified in the user manual. Please note that alterations, modifications, or defacement of the product may void the warranty. For more information about warranty periods visit this link: Warranty.

Change of Mind Returns

Changed your mind? No worries! You can get a refund within 30 days from the delivery date.

1. Item Condition: The product must be in new, resalable condition, free from any marks or damage. It should not have been previously installed and must be returned with its original packaging, which should also be in new condition. Items that do not meet these criteria may be refused.
2. Shipping Fees: Shipping fees are non-refundable for change of mind returns.
3. Restocking Fee: A 20% restocking fee will be deducted from your refund.
4. Postage: All packing, postage, and return shipping costs are the customer's responsibility and are done entirely at the customer's cost and risk.

Exchanges

Need a different product? We’re happy to exchange any undamaged, unused product within 30 days of purchase, in the condition it was received with its packaging.

1. Shipping Costs: You are responsible for all packing, postage, and return shipping costs. These are at your cost and risk.
2. No Restocking Fee: No restock fee will be charged for exchanges.

Your Consumer Rights

Our returns policy does not affect your consumer law rights. You have guarantees under Australian Consumer Law that cannot be excluded. For more details, visit the Australian Competition and Consumer Commission (ACCC) website.