At VP Security, we are committed to supplying quality security products and professional service. This Warranty Policy outlines the warranty coverage applicable to products purchased through vpsecurity.com.au.

1. Manufacturer Warranty Coverage

Unless otherwise stated, the following products include a 3-Year Back-to-Base Manufacturer Warranty:

Hikvision Products

  • CCTV Cameras
  • NVR / DVR Recording Devices
  • Intercom Systems
  • Access Control Systems

Dahua Products

  • CCTV Cameras
  • NVR / DVR Recording Devices
  • Intercom Systems

Uniview Products

  • CCTV Cameras
  • NVR / DVR Recording Devices

Other Intercom Products

  • Selected intercom systems supplied by VP Security include a 3-Year Back-to-Base Warranty.

2. Back-to-Base Warranty Explained

Back-to-base warranty means the customer is responsible for returning the faulty item to VP Security or the nominated service centre for assessment, repair, or replacement.

Return shipping costs to us may be payable by the customer unless otherwise required by Australian Consumer Law.

3. What We Will Do

If a product is found to be faulty within the warranty period, VP Security may, at its discretion:

  • Repair the product
  • Replace the faulty product or part
  • Provide store credit
  • Issue a refund where repair or replacement is not available

Any refund will generally be limited to the original purchase price.

4. Warranty Exclusions

This warranty does not cover:

  • Damage caused by incorrect installation
  • Damage caused by misuse, neglect, abuse, or accidents
  • Power surges, lightning, or electrical faults
  • Water damage, fire, or environmental damage
  • Cosmetic damage not affecting operation
  • Unauthorised repairs or modifications
  • Incorrect fitting of accessories or components
  • Damage caused during customer transport or handling

5. Firmware Warning

Warranty may be void if:

  • Non-Australian firmware is installed
  • Unauthorised third-party firmware is installed
  • Region-modified firmware causes device failure

Installing incorrect firmware may permanently damage (“brick”) the device.

6. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

You may be entitled to:

  • A replacement or refund for a major failure
  • Repair or replacement if goods fail to be of acceptable quality
  • Compensation for reasonably foreseeable loss or damage

This warranty operates in addition to your rights under Australian Consumer Law.

7. How to Make a Warranty Claim

To request a repair, replacement, or refund, please contact VP Security and provide:

  • Proof of purchase
  • Order number or invoice
  • Description of fault
  • Photos or videos where applicable

Our team will assess your claim and provide next steps.

8. Return Conditions

Products returned for warranty must:

  • Be securely packed
  • Include all supplied accessories where relevant
  • Not be intentionally damaged
  • Be returned in a reasonable condition

Customers are responsible for the product until it is received by VP Security.

9. Non-Returnable Items

Unless required by law, we may not accept returns for:

  • Custom-made or special-order items
  • Products damaged by misuse
  • Products altered or tampered with
  • Items incorrectly installed by third parties

10. Contact Us

For all warranty enquiries, please contact:

VP Security
Website: https://www.vpsecurity.com.au/
Email: Sales@vpsecurity.com.au
Phone: 0460 894 729