Warranty Policy

Last Updated: December 12, 2025

1. 3-Year Manufacturer Warranty (Standard)

SMarket provides a 3-Year "Back-to-Base" Manufacturer Warranty on eligible professional security products. This warranty applies to defects in materials and workmanship under normal use.

Eligible Products:

Cameras: IP Cameras, HDCVI Cameras, PTZ Cameras (Dahua, Hikvision, and other specified brands).

Recorders: Network Video Recorders (NVRs) and Digital Video Recorders (DVRs).

Hard Drives: Surveillance-grade Hard Disk Drives (HDDs) purchased from us are covered for 3 years.

Nature of Warranty:

This is a "Back-to-Base" warranty, meaning you are responsible for sending the product back to our designated service center for assessment. We will then repair or replace the unit at our discretion.

2. Australian Consumer Law (ACL)

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

Major Failure: You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

Acceptable Quality: You are also 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.

Note: This Warranty Policy is provided in addition to your rights under the ACL and does not exclude, restrict, or modify those rights.

3. Exclusions (What is NOT Covered)

This warranty does not cover damage or defects caused by:

Improper Installation: Damage caused by incorrect wiring, voltage mismatch, or installation by non-qualified personnel. (As stated in our Terms of Service, we recommend professional installation).

Firmware/Software Modification: Issues caused by "bricking" the device through incorrect firmware updates, region-incompatible flashing, or third-party software.

Physical Damage: Damage resulting from drops, impacts, vandalism, or negligence while the product is in your possession.

Environmental Damage: Damage from lightning strikes, power surges, floods, fire, or pests (e.g., insects inside the unit).

Misuse: Using the product for purposes other than its intended design.

4. Installed Products vs. Returns

It is important to distinguish between a Warranty Claim and a Return for Refund:

Installed Products: Once a product has been installed, mounted, or configured, it is no longer eligible for a "Change of Mind" refund. However, it remains fully covered by this 3-Year Warranty for any manufacturing defects.

If an installed product develops a fault, we will repair or replace it in accordance with this policy; we will not issue a refund unless the unit has a "Major Failure" as defined by the ACL.

5. Warranty Claim Process

To make a claim under this warranty, please follow these steps:

Contact Us: Email sales@smarket.com.au with your Order Number, Serial Number (SN), and a detailed description of the fault.

Troubleshooting: Our team may request logs or ask you to perform basic troubleshooting to rule out configuration errors.

Return Authority (RA): If the issue cannot be resolved remotely, we will issue a Return Authority number. Do not ship items back without an RA number.

Packaging: You have a duty of care to ensure the product is safely packaged for return. Products damaged during return transit due to poor packaging will void the warranty.

Shipping Costs:

Initial Return: You are responsible for the cost of shipping the item back to us.

Confirmed Fault: If the product is found to be defective under warranty, SMarket will repair/replace it and ship it back to you at our cost. (For major faults confirmed upon arrival, we may reimburse your return shipping costs).

No Fault Found: If the product is tested and found to be fully functional (e.g., the issue was your network configuration), you will be liable for the return shipping costs to get the item back to you, and a testing fee may apply.

6. Repair or Replacement

Repair: We may use refurbished parts to repair goods.

Replacement: If a repair is not possible, we will replace the item with the same model. If the model is discontinued, we will replace it with the nearest equivalent model of similar or better specifications.

Data Loss: Repairing or replacing goods (especially NVRs/HDDs) may result in the loss of user-generated data. We strongly recommend backing up any footage or configurations before returning the device. SMarket is not responsible for data loss.

7. Contact Information

For all warranty enquiries, please contact:

Email: sales@smarket.com.au