Refund & Return Policy
Secure Entry
Effective Date: 13 May 2026
At Secure Entry, we are committed to providing high-quality products and services. This Refund & Return Policy is designed to comply with the Australian Consumer Law (ACL) and outlines your rights and our obligations when purchasing from www.secureentry.com.au.
Your Rights Under Australian Consumer Law
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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law.
Returns & Refund Eligibility
You may be entitled to a repair, replacement, or refund where:
- The product is faulty or defective
- The product is unsafe
- The product is significantly different from its description or sample
- The product does not perform as reasonably expected
- The product is not fit for its intended purpose
Depending on the nature of the issue, Secure Entry may choose to:
- repair the product,
- replace the product, or
- provide a refund,
unless the issue constitutes a major failure under the ACL, in which case you may choose between a refund or replacement.
Change of Mind Returns
We do not provide refunds for change of mind purchases unless otherwise stated.
At our discretion, we may offer:
- store credit,
- exchange, or
- refund
for unused items returned in original packaging within 14 days of delivery.
To be eligible for a change of mind return:
- the item must be unused and in resalable condition,
- all original packaging, manuals, accessories, and proof of purchase must be included,
- the item must not be a custom-made, special-order, clearance, or non-returnable product.
Return shipping costs for change of mind returns are the responsibility of the customer.
Non-Returnable Items
The following items may not be returned unless required under Australian Consumer Law:
- Custom-made or special-order products
- Installed or used products
- Clearance or final sale items
- Products damaged due to misuse, neglect, improper installation, or unauthorised modification
- Software, digital licences, or downloadable products once activated or delivered
Damaged or Faulty Products
If your item arrives damaged or develops a fault, please contact us as soon as possible with:
- your order number,
- a description of the issue,
- photographs or video evidence where applicable.
We may require the product to be returned for assessment before approving a repair, replacement, or refund.
Where a return is approved due to a fault or ACL claim, Secure Entry will cover reasonable return shipping costs.
Return Process
To request a return, repair, or refund, please contact us:
Email: [email protected]
Website: www.secureentry.com.au
Please include:
- your full name,
- order number,
- proof of purchase,
- details of the issue.
We aim to respond to all return requests within 2 business days.
Refund Processing
Approved refunds will be processed using the original payment method where possible.
Please allow:
- 5–10 business days for refunds to appear in your account depending on your financial institution.
Shipping costs are non-refundable unless:
- the item is faulty,
- incorrectly supplied, or
- required under Australian Consumer Law.
Consumer Guarantees
This policy operates in addition to your rights under the Australian Consumer Law. Businesses cannot exclude statutory consumer guarantees through store policies such as “no refunds” notices.
For more information about consumer rights, visit the ACCC website:
