After Troubleshooting, When Will I Receive the Replacement
This process applies to products purchased in Australia, United States, Canada, and United Kingdom. For other regions, please see Can I Claim Warranty Without Official Receipt.
As per our Product Returns policy, we cannot provide a turnaround time during the following stages after diagnosis of faulty hardware as they are dependent on the number of days you take to provide the following:
- Provide original proof of purchase. Our Warranty team will respond with an email or a Return Authorisation Form within 1-2 business days after we have received your proof of purchase.
- Return the unit via post/courier after you receive the Return Authorisation Form via email.
All products must be returned to the warehouse to be tested and assessed further before a replacement can be sent out. However, there are circumstances that our Warranty team can expedite the replacement. For further information, please contact our Customer Service team. Do not contact the Technical Support team regarding replacement inquiries or shipment status as the hardware troubleshooting has been completed.
For recorders and SWIFI cameras
Once the warehouse receives the faulty item, the turnaround time is within 10 business days (AU/US/CA) / 10-14 business days (UK). This does not include the time taken from your submission of the Return Authorisation request and receipt of the Return Authorization form.
For accessories
Within 10 business days from the date you were emailed by our Warranty department notifying you that the spare part has been shipped.
Update of Business Hours by Region
Australia
Please be advised that the RA team will not be able to receive returns from the 19th of December 2025 till the 4th of January 2026. If you have shipped your product to the warehouse during this period, the turnaround time to process repairs/replacements will commence from 5th of January, 2025.
United States
Please be advised that the Customer Service and RA teams will not be able to receive returns on the following holidays:
- November 27 and 28, 2025
- December 25 and 26, 2025
- January 1, 2026
United Kingdom
Please be advised that our warehouse will not be able to receive returns from the 24th of December 2025 till the 1st of January 2026. If you have shipped your product to the warehouse during this period, the turnaround time to process repairs/replacements will commence from the 2nd of January 2026.