Overview

Here at MOMO Security we strive to provide best crossdressing products and to ensure 100% customer satisfaction in Australia and around the world. If you have any questions or enquiries about the products we stock, please don’t hesitate to contact us.

However, we understand that there may be instances where returns or refunds are required. This policy outlines the terms and conditions under which we accept returns and process refunds to ensure a seamless experience for our customers.

We do not take responsibility for incorrect shipping address, rejection of package, you didn’t receive your item from not being home or to arrange collection in time, we are unable to cancel or refund any item/items that have already been shipped and is en route to your location.

1. Eligibility for Returns

To qualify for a return, the following conditions must be met:

  • Return Period: Our refund and returns policy lasts 30 calendar days after the delivery. If 30 calendar days have passed since the delivery of your purchase, we can’t offer you a refund or exchange.
  • Condition: Items must be unused, undamaged, and returned in their original packaging with all included accessories and documentation.
  • Proof of Purchase: A valid order number or proof of purchase is required.
  • Defective or Damaged Goods: Returns for defective, damaged, or incorrect items are accepted.

2. Non-Returnable Items

The following items are not eligible for return or refund:

  • Clearance, final sale, or promotional items
  • Customized or personalized products
  • Software, licenses, or digital products once activated or downloaded
  • Products damaged due to misuse, negligence, or improper installation
  • Installed products: Subject to this clause, we will not accept for return any product that has been used, connected, installed, attempted to be connected or installed, or if your product is custom-made or is a specials.

3. 3 Years Manufacturer Warranty

Hikvision, Dahua & Hilook CCTV products are covered by a 3 years back-to-base manufacturer warranty, except all accessories like Access Controls, Intercoms, Alarms, and Display Monitors are 2 years warranty, and any spare parts are 1 year warranty.

Our warranty is limited to the replacement of faulty items or parts and does not include damage due to incorrect fitting of parts or accessories.

4. Return Process

  1. Initiate a Return:
    Contact our Customer Support Team at service@momosecurity.com.au within the return period. Provide your order number, reason for return, and (if applicable) photos of defective or damaged products.
  2. Return Authorization:
    Once approved, we will issue a Return Merchandise Authorization (RMA) number along with instructions on how to return your item.
  3. Package and Ship:
    Ensure the item is securely packed, including all original components. Attach a copy of your order receipt and clearly mark the RMA number on the package.
  4. Shipping Costs:
    • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
    • If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance, we don’t guarantee that we will receive your returned item.

5. Refund Process

To return your product, you should ship your product to our Brisbane Australia warehouse.

Once we receive your returned item, it will undergo inspection. If the return is approved, the refund will be processed as follows:

  • Refund Method: A credit will be applied to your original payment method
  • Processing Time: Refunds may take 7-10 business days to reflect in your account, depending on your bank or payment provider
  • Shipping Fees: Original shipping costs are non-refundable, unless the item was defective or incorrectly shipped
  • Restocking Fee: A $50 restocking fee applies to non-defective returns with product value between $100- $500. A $80 restocking fee applies to all non-defective returns with product value between $500-$1500. And A $150 restocking fee applies to all non-defective returns with product value $1500 or above.

6. Exchanges

  • Exchanges are available within the 30-day return window, subject to product availability
  • If the replacement product is of greater value, the price difference will be charged accordingly. In cases of lower value, the difference will be refunded
  • Shipping fees for exchanged items are the customer’s responsibility unless the exchange is due to a defective or incorrect product

7. Faulty products

In compliance with the Australian Competition and Consumer Commission’s standards on refunds, we are more than happy to offer you a replacement or repair kit at our discretion for your item if it is in any way faulty or defective from the manufacturing process. If we cannot replace the product, we will offer you the option of choosing another product of the same value, or provide you with a refund for the total value of the faulty product (this does not cover any damages from incorrect fitting and misuse eg – holes, rips and tears), in the 7 days following receiving your item.

8. Returning Faulty Products

We strive for quality, but in the rare event you receive a damaged, defective, or incorrect product, please notify us within 7 days of receipt

  • Provide photos and a description of the issue for verification
  • Please note: Standard postage fees may apply to return orders (tracking number will be required as proof of lodgement). Where the return relates to a faulty item, the replacement product will be sent out to you, at no charge, when we receive the faulty product.

9. Products with shipping issues

Shipping time of not custom products is approx. 5-15 working days. And shipping time of custom products is approx. 10-30 working days. If you haven’t received your product from our estimated shipping time, the new product will be sent out to you, at no charge.

10. Returns Contact Information

Important – Please contact us to let us know the fault and if you need to receive further return instructions before sending your product.

When returning your faulty product, please make sure you provide the following details:

  • Your full name
  • Your order number
  • Reason why you are returning the product
  • Original order confirmation or invoice you received with your product
  • Contact phone

This will help us to quickly resolve the issue, should we need to contact you.

11. Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us.

12. Contact Us

If you have any questions regarding returns or refunds, Contact us at service@momosecurity.com.au for questions related to refunds and returns. Our customer service team is here to assist you and ensure your experience with Security Zone Online remains smooth and reliable.

13. Policy Modifications

We reserve the right to modify this policy at any time to align with our business practices and legal requirements. Any changes will be reflected on our website, and it is the customer’s responsibility to review this policy periodically.