Refund policy

StreetGuard Security — Return & Refund Policy

Effective date: 19 April 2026 Last reviewed: 19 April 2026 Version: 1.0 (final) Contact: support@streetguardsecurity.com

1. About this policy

This Return & Refund Policy explains the circumstances in which StreetGuard Security ("we", "us", "our") will accept returns, provide replacements, or issue refunds for products purchased through streetguardsecurity.com (the "Website").

It should be read alongside our Terms of Service and Shipping Policy.

StreetGuard Security is a trading name. The operator of the Website and the entity you are contracting with may update as our business evolves. Current operator details are available on request by emailing support@streetguardsecurity.com.

2. Your rights under the Australian Consumer Law (nothing below limits these)

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) ("ACL").

In plain English: you are entitled to a replacement, repair or refund if a product:

  • is not of acceptable quality (free from defects, safe, durable);
  • is not fit for a particular purpose you told us about before buying;
  • does not match the description used to sell it; or
  • has a major failure.

If the failure is major, you can choose between a refund, replacement, or keeping the product and claiming compensation for the drop in value.

If the failure is minor, we can choose to repair, replace, or refund within a reasonable time.

These rights apply in addition to the voluntary guarantee in Section 3. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot be excluded under the ACL, and if anything in this policy is inconsistent with the ACL, the ACL prevails.

3. Our voluntary 100-Day Product Guarantee

In addition to your ACL rights, StreetGuard Security offers a 100-Day Product Guarantee on faulty or defective items. It covers:

  • defects in materials or workmanship
  • mechanical failure under normal use
  • products that stop functioning as intended

It starts on the date the carrier marks your order as delivered and runs for 100 consecutive days.

If a fault is confirmed within that window, we will offer a remedy in line with the ACL — typically a free replacement, or a refund where replacement stock is not available.

What our 100-Day Guarantee does not cover (any product):

  • damage from misuse, accident, drop, impact, liquid exposure, or extreme heat
  • damage from improper installation or tampering
  • normal wear and tear (e.g. cosmetic scuffs from everyday use)
  • unauthorised modifications or attempted repairs
  • products lost or stolen after delivery
  • compatibility issues where the product was used on a vehicle it was not designed for

Additional non-cover items for electronic and tracking products (12V Car Charger with Tracking, OBD2 Find My Car, and any similar future product):

  • loss of tracking functionality caused by network or Apple Find My unavailability, or by no Apple devices passing within range of the product
  • depletion of the product's internal battery through normal use (tag batteries are consumables)
  • issues caused by the customer's own Apple account, device, or Find My configuration
  • effects on the vehicle's 12V battery where the product was left installed in a vehicle that was unused for an extended period
  • any consequence of the customer's vehicle manufacturer warranty position, including where a dealer refuses warranty repair on the grounds that a third-party OBD2 device was fitted

Additional non-cover items for RFID-blocking products (RFID Blocking Key Fob Case, and any similar future product):

  • any theft or loss where the pouch was open, damaged, or the key was not fully inside the pouch
  • theft by a method that does not rely on the key fob's signal (physical theft, key cloning, OBD-port cloning, and similar)

Your ACL consumer guarantees may still apply even if the 100-Day Guarantee does not.

4. No change-of-mind returns

We do not offer returns, exchanges, or refunds for change of mind, including:

  • ordering the wrong product
  • no longer wanting the product
  • buying for a vehicle you no longer own
  • dissatisfaction not linked to a verified fault
  • cosmetic preference (colour, finish, weight, size) where the product matches the listing
  • incorrect fitment where compatibility information was available at purchase

This is consistent with Australian Consumer Law, which does not require traders to accept change-of-mind returns.

5. Delivered damaged or wrong item

If your order arrives damaged, or you received the wrong product, please do not use the product. Email support@streetguardsecurity.com within 7 days of delivery with:

  • your order number
  • clear photos of the outer packaging and the product
  • a short description of the issue

We will arrange a replacement or refund at our cost. See our Shipping Policy for more detail on delivered-damaged claims.

6. How to request a return, replacement or refund

Do not send anything back without approval. Returns sent without a return authorisation may be refused or delayed.

  1. Email support@streetguardsecurity.com with: - your full name - order number - date of delivery - a clear description of the problem - photos (and, if helpful, a short video) showing the issue
  2. We will reply within 1–3 business days to request any additional information and, if approved, send you a Return Authorisation (RA) with return instructions.
  3. Return the product using the method in the RA within 14 days of RA issue.
  4. On receipt and assessment, we process the remedy within 3–10 business days.

7. Condition of returned items

Returned items must be:

  • in the same condition as delivered (no misuse, damage, tampering, modification)
  • clean and free from excessive wear
  • accompanied by all included accessories, keys, inserts and packaging where practical
  • packed adequately to avoid transit damage (at your cost and risk until we receive them)

We reserve the right to refuse a refund or replacement if, on assessment, the returned item shows:

  • damage from misuse, accident, liquid or heat exposure, or neglect
  • unauthorised modification or attempted repair
  • normal wear and tear
  • no identifiable fault (works as intended when tested)

If a return is refused on these grounds, we will email you with the assessment outcome and offer to return the item to you at your cost.

8. Return shipping costs

Upfront return shipping is the customer's responsibility. We recommend a trackable and insured method, because items lost in return transit are at your risk until we receive them.

If our assessment confirms the item is faulty, damaged on arrival, or otherwise fails a consumer guarantee, we will reimburse the reasonable cost of return shipping on receipt of a tax invoice or carrier receipt. "Reasonable" means standard parcel post from your nearest post office or courier depot; premium, same-day, or international express is not reimbursable unless we approve it in writing before you ship.

If our assessment finds the item is not faulty, we will not reimburse return shipping.

For items that are clearly defective on arrival, we may instead send you a prepaid return label — this is the preferred method and avoids out-of-pocket cost.

9. Refund processing

If a refund is approved:

  • refunds are issued to the original payment method used at checkout
  • once processed on our side, allow 3–10 business days for the funds to appear (bank and card issuer timelines vary)
  • we will send a refund confirmation email with a reference number

If the original payment method is no longer available (card cancelled, account closed), contact us and we will arrange an alternative in line with ACL.

We do not refund to a third party, gift card, or different account unless required by law.

10. Order cancellations

Orders can be cancelled before dispatch only. Once an order has been picked, packed or dispatched by our fulfilment centre, it cannot be cancelled — but you may still be able to return it under this policy.

To request a cancellation, email support@streetguardsecurity.com as soon as possible with your order number.

11. Warranty outside the 100-Day Guarantee

Even after the 100-Day Guarantee ends, your ACL consumer guarantees continue to apply for a reasonable period, which for a product of the type and price we sell is typically longer than 100 days. What counts as "reasonable" depends on the product type, price, and how the product is used.

If a product fails after day 100 and you believe the failure is due to a manufacturing defect or breach of a consumer guarantee, contact us. We assess these claims in good faith.

12. If we cannot resolve your concern

We take complaints seriously. If you are not satisfied with our response:

  1. Escalate the matter internally by emailing support@streetguardsecurity.com with the subject line "Escalation — [Order Number]". We will respond within 5 business days with a senior review.
  2. If you are still not satisfied, you can contact your State or Territory consumer protection agency. For Queensland customers, that is the Queensland Office of Fair Trading (www.qld.gov.au/law/fair-trading). For NZ customers, that is the Commerce Commission (www.comcom.govt.nz) or Consumer Protection NZ.
  3. You can also contact the ACCC (Australian Competition and Consumer Commission, www.accc.gov.au) for national consumer law issues.

Nothing in this section limits your right to seek any other remedy available to you.

13. Contact

Returns, replacements, refunds:

support@streetguardsecurity.com

We aim to respond within 1–3 business days.