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Customer Service

100% Satisfaction Guarantee

OzSpy will gladly exchange or offer a shop credit for any item you are not 100% satisfied with providing item is unused and in ‘as new’ condition, packaging is ‘as new’ and goods were shipped 30 days or less prior to our shop receiving the item for exchange. Goods must also be accompanied by a copy of the OzSpy purchase invoice. This is an online policy, please check your local OzSpy franchise for their local policies. This can only be done once per transaction.

If you change your mind and want to cancel or return item for a refund, you can do that up to 14 days after the invoice date, however there will be an 18% (of product) restocking fee.

110% Price Matching

OzSpy will beat any competitors pricing for items for sale in Australia under normal retail conditions and then further reducing the price by 10% of the difference. To take advantage of this, we will require the competitors price in writing (brochure, web site, quote, etc.) and that the item is the same or extremely similar make and model as our stock. This offer cannot be backdated so you have to show the competitors price prior to purchase. This does not apply to clearance items or items available on auction sites or discount outlets.

This is an online policy, please check your local OzSpy franchise for their local policies.

Fair Price Guarantee (Installed CCTV Systems)

OzSpy will beat any competitors pricing for any CCTV system installed providing the system uses the same components, the other offer is a licensed company and that the equipment is not grey or black market (up to 80% of CCTV cameras sold in Australia are suspected to be counterfeit).

To take advantage of this, we will require the competitors price in writing ( quote). This offer cannot be backdated so you have to show the competitors price prior to purchase.

Please check your local OzSpy franchise for their local policies.

Lifetime Support

OzSpy proudly offers lifetime support to all customers. This means that at any time during the life of the product if you have a question about your product, would like some advice about other products, lose your manual etc. we will assist. Lifetime support refers to the lifetime of a product which is generally the warranty period + 50%, not the lifetime of a person.

Lifetime support does not cover paid services like setting up modems, servicing your equipment, training your team, etc. If you need any of these services then please contact your local store for the latest pricing.

Lifetime support does not cover training you how to use features of your surveillance equipment at the store level, we are more than happy to assist, however you will need to lodge a support request online and read the manual.


We are super paranoid about security so we always manage your payments over PCI compliant secure severs with strong anti fraud systems.

OzSpy does not hold nor see your payment information as all your information is passed securely directly to the bank or PayPal depending on your payment method.

Shipping Insurance

If you want shipping insurance, please select insurance prior to payment for the goods, in a case of a valid claim normally OzSpy will replace your item immediately and we will handle the insurance claim for you.

If you do not select shipping insurance, we will not replace a lost or damaged item, however we will lodge a request on your behalf to the shipper.

Shipping insurance is 2.8% of the cost of the sale. This is an online policy, please check your local OzSpy franchise for their local policies.


OzSpy offers a solid back to base warranty you can count on, if you purchased from a store, please contact the place of purchase, for online sales, please contact lodge a support ticket.

OzSpy Security Solutions warranty periods are listed on every product we sell and if not, they are 12 months.

As our warranty is a back to base warranty, it is your responsibility to return the item to us at your cost. If the item is faulty we will ship a replacement free of charge. If the item is not faulty, we will bill you for return shipping after testing.

Please note that items showing signs of damage may not be replaced and any item without a current OzSpy invoice will not be accepted. Item must be returned in the same condition as supplied and must include all power supplies, paperwork and other accessories as originally provided otherwise we may not be able to identify the problem.

We also note that some products we sell rely on other technological infrastructure like GPS satellites and telecommunications systems which are not under our control. Our warranty covers actual faults with our products only and compatibility with third party infrastructure at the time of sale. In the event that any third party tech infrastructure changes rendering our products inoperable or unreliable, this does not constitute a fault or valid warranty claim. This applies to apps, third party software, third party infrastructure, telecommunications systems or any other technology we have no control over.

For installations carried out by OzSpy Pty Ltd we offer a variable product warranty based on the importer or manufacturer, for example OzSpy cameras have three years, VIP cameras have four years, Bosch has 12 months and so on. This means we will pass on the full manufacturers warranty for the product.

Some things we do not cover are:

  • Water Damage
  • Corrosion
  • Physical Damage, like snapped or dented parts
  • Power Surges
  • Damaged power supplies
  • Lost Passwords
  • Failures due to network issues/changes (Changed modem etc.)
  • 3rd party Failures like Apps

Extended Warranty

The OzSpy in-house extended warranty is available to certain online purchases. Extended warranties do not cover batteries, rechargeable batteries, power supplies, or hard drives.

All extended warranty items will receive a full year extended warranty (Standard warranty period + extended 1 yr). To claim under extended warranty you need to have the original copy of your receipt with the extended warranty payment clearly visible. All normal warranty requirements apply to extended warranty claims. If the item is discontinued then OzSpy Security Solutions reserves the right to replace with an equivalent or refund warranty fee pro-rata amount.

Refund/Return Policy

PLEASE CHOOSE CAREFULLY. We do not give refunds just because you change your mind or can’t get it working, however we will give a 100% credit for the product (less shipping) under our 100% Satisfaction Guarantee if returned within 30 days (of the shipping date) in an unused/unopened state.

If you have used the item, this item will not be able to be returned under our refund or exchange guarantees. Many WIFI products and all GPS systems leave data on the server as soon as they are used for the first time, even if you remove it from your phone the data is still there, making them un-sellable. If we detect prior use, we will test and then return your product to you (charges may apply for shipping).

We also offer a refund for unused/unopened ‘as new’ items providing we receive the request within 14 days of the shipping date, however the restocking fee applies.

For products you cannot get working, please lodge a support ticket and you will receive assistance as over 90% of returned products are not faulty and are just not set up correctly.

We do not give a refund for a faulty product until we have tested it and found it to have a manufacturer’s fault. Failures cased by mishandling, rough handling, dropping, water, not charging the battery correctly or any other damage not being a manufacturers fault, will not be refunded.

We do not guarantee third party services like telcos, remote servers, mobile phones or any other system we have no control over. If you are having troubles with remote view, or access via a third party system and return to us, we will test the device and return it to you if it works when tested.

In instances where we agree to give a refund, a 10% restocking fee will apply to normal products and a 18% fee will apply to products imported on your behalf, or custom built hidden cameras.

Faulty products out of warranty may be repaired if possible for a fee that will be agreed before the repairs take place. 


The above policies apply where the above does not conflict with Australian consumer law.

Undeliverable Orders

If your parcel is returned to us we will attempt to contact you within in seven (7) working days of the parcel being returned.

Australia Post and all other courier or delivery services used by OzSpy delivers orders during business hours Monday to Friday (excluding public holidays). As we utilise tracking on all parcels to ensure that your order is delivered and received we require you or a responsible person to be present to sign for the order. If Australia Post or any other courier or delivery service is unable to deliver your order because no one is home, they’ll leave a calling card in your letterbox which will detail how you can collect your parcel.

If a parcel is returned to us as UNDELIVERABLE or NOT COLLECTED, we will attempt to make contact with you to re-arrange delivery. An administration fee of $25 will apply if we cannot contact you to rearrange delivery within 7 days. For your order to be redelivered you will be required to pay the actual cost of postage, and you will be advised as to that cost.  If agreed,  that cost must be prepaid before the parcel is dispatched to you. 

Please ensure the delivery address you complete at checkout is accurate as that information is automatically transferred to our delivery label system. Any errors which result in a product/order being returned will result in the above UNDELIVERABLE fees. If you cannot be contacted, we will hold the parcel for one month from the time we received the item back.  At the end of that time, a store credit will be issued in your name to the value of the original item less the administration fee of $25.  That credit will remain current for a period of three months from the time the parcel was received back.  You may use that credit to make another purchase.  At the end of one month the original item returned will be disposed of as we see fit.


Once you place your order, our team starts working on it, whether it be our offshore accounts team, local warehouse or web team. So a cancelled order costs the company, so please choose carefully as a cancelled order incurs an 9.8% restocking fee. To avoid the fee, you can cancel the order and receive 100% voucher code to purchase another item that is more suitable.

International Orders

OzSpy does not accept online orders outside Australia. If you are outside these areas please contact us for special arrangements. We regularly ship to NZ & PNG, but this needs to be organised with us directly.

Special Notes

The policies on this page apply to online sales only, please contact your local store to find out the polices there.

Most people would be unfamiliar with the majority of our products and their correct use, so please ensure you understand how each of your purchases work and be certain that each purchase suits the application you have for it. Returning items because you had expectations above the product capabilities is not reason enough to return the product.

Prices of some online items may differ from those in-store.

Prices are subject to change without notification.

These policies do not exclude the operation of the Trade Practices Act or the Fair Trading Act or any other government legislation that overrides company policy.

Items marked as IN STOCK refer to items we have in stock, are expecting in stock within four days, our local partners have in stock or we expect to be able to ship within four days, except hand made items where IN STOCK refers to having components in stock or available for the build.

Christmas Trading

During the Christmas period (late December – early January) customers may experience delays with their order(s) being delivered. OzSpy Security Solutions will endeavour to ensure every order is delivered as soon as possible.

OzSpy Security Solutions apologise for any inconvenience this may cause.