Last updated: 27/12/2025

Australian Consumer Law (ACL)

Our goods and services 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 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.

For major failures with services, you are entitled to:

• Cancel your service contract with us; and
• Obtain a refund for the unused portion, or to compensation for its reduced value

For minor failures with services, we will have a reasonable time to fix the issue. If we cannot fix it within a reasonable time, you can cancel the contract and obtain a refund for the unused portion of the contract.

Manufacturer's Warranty (In Addition to ACL Rights)

We provide the following manufacturer's warranties from the date your system installation is completed. These warranties are in addition to your rights under Australian Consumer Law and do not limit or replace those rights.

Smart Home Systems:

Premium & Any System Installed By Cyborg Automation AU:
- 2 years comprehensive warranty - parts & labor fully covered.
- 5 years labor warranty - we fix it, you pay replacement parts at our cost (our direct supplier cost + shipping, no markup).
- Ongoing technical support via phone (business hours) and email Premium customers receive priority response during warranty period.
- Priority service response.

WARRANTY EXCLUSIONS:
This warranty does not cover:
- Damage from power surges, lightning, or electrical issues
- Customer modifications or third-party installations
- Normal wear and tear or cosmetic damage
- Discontinued products (equivalent replacement provided)
- Acts of nature, accidents, or misuse
- Internet service or network infrastructure issues

Customer is responsible for maintaining adequate power protection and internet connectivity for smart home systems.

Note: These exclusions apply only to our manufacturer's warranty. They do not limit your rights under Australian Consumer Law if a product or service fails to meet a consumer guarantee.

To make a warranty claim, you may be required to provide proof of purchase and installation completion date.

If repairs cannot be completed within 30 days due to parts availability, you may choose:
- Wait for original parts, or
- Accept equivalent replacement, or  
- Receive full refund

Warranty Transfer

For Individual Consumers:

Warranty transfers to new homeowners for a $199 fee (includes system inspection and new owner training).

Change-of-Mind Returns

For Individual Consumers:

Once your system has been professionally installed and is fully operational, we offer a 7-day change-of-mind tweak or return period as a goodwill gesture.

During this period:

• You may return installed hardware in original, resalable condition
• Labour costs are non-refundable, including:
  • Electrical work and installation labour
  • Data cabling
    
• A restocking fee of up to 10% of the hardware value may apply to cover:
  • Inspection and testing costs
  • Return shipping and handling
  • Restocking administration

Important: This change-of-mind policy is a voluntary goodwill policy and does not form part of your consumer guarantee rights under Australian Consumer Law. It does not affect your rights to remedies for faulty products or services.

For Business and Commercial Customers:

Change-of-mind returns are not available for business or commercial customers once installation has commenced or been completed.

This does not limit any rights or remedies available under Australian Consumer Law, including for major failures or breaches of consumer guarantees that apply to business purchases.

Pre-Installation Cancellations

For Individual Consumers:

You may cancel your order before installation begins for any reason. In this case:

• Full refund of any deposits or payments made
• No restocking or cancellation fees apply (unless custom-ordered products have already been manufactured or shipped)

For Business and Commercial Customers:

Cancellation terms will be outlined in your commercial contract or quotation. Generally:

• Cancellation before custom equipment is ordered: Full refund minus 10% administrative fee
• Cancellation after custom equipment is ordered: Refund minus actual costs incurred (non-refundable deposit, equipment ordered, design work completed)

How to Make a Warranty Claim or Return Request

To lodge a warranty claim, service request, or return, please contact us with:

1. Proof of purchase (invoice or receipt)
2. Installation completion date
3. Description of the issue (photos or videos may help us assess the problem faster)
4. Your contact details and preferred resolution

Contact us:

• Email: support@cyborgautomation.com.au
  
• Address: Level 1 U7 - 92 Railway St S, Altona VIC 3018

We will assess your claim and respond within 5 business days. If approved, we will arrange a repair, replacement, or refund in accordance with this policy and Australian Consumer Law.

Repair or Replacement Process

For warranty claims:

• We will assess whether repair or replacement is appropriate
• If we determine a repair is required, we will complete it within a reasonable time (typically 14-30 days depending on parts availability)
• If we cannot repair the product within a reasonable time, you may be entitled to a replacement or refund
• During warranty repairs, we will cover all reasonable costs including labour and parts

Refund Processing

If you are entitled to a refund under this policy or Australian Consumer Law:

• Refunds will be processed within 10 business days of approval
• Refunds will be issued to the original payment method used at purchase
• If the original payment method is unavailable, we will arrange an alternative method (bank transfer, cheque, etc.)

Dispute Resolution

If you are not satisfied with our response to your claim or complaint:

1. Contact us in writing to request a review by a senior manager
2. If still unresolved, you may contact:
   • Consumer Affairs Victoria: 1300 558 181 or consumer.vic.gov.au
   • Australian Competition and Consumer Commission (ACCC): 1300 302 502 or accc.gov.au

You may also have rights to pursue the matter through the Victorian Civil and Administrative Tribunal (VCAT) or other legal channels.

Important Legal Notice

Nothing in this policy is intended to limit, exclude, or modify:

• Your rights under the Australian Consumer Law; or
• Any other rights you may have under any other applicable law

Where any term of this policy is inconsistent with the Australian Consumer Law or any other applicable law, that term will not apply to the extent of the inconsistency.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. This policy provides additional benefits and does not replace your statutory rights.

Cyborg Automation AU PTY LTD
ABN 196 943 294 70
ACN: 694 329 470
Level 1 U7 - 92 Railway St S, Altona VIC 3018
admin@cyborgautomation.com.au