Refund policy

Returns & Refunds Policy

At Sentrix, we want you to be satisfied with your purchase. If you change your mind about your purchase, we offer a 7-day change-of-mind return policy, subject to the conditions below.

This policy applies to purchases made within New Zealand.

Nothing in this policy is intended to exclude, restrict, or limit any rights or remedies you may have under the New Zealand Consumer Guarantees Act 1993 (CGA) or any other applicable New Zealand law.

1. Change-of-Mind Returns

If you change your mind about a purchase, you may request a return within 7 days of receiving your order.

To be eligible for a change-of-mind return, the product must:

be returned within the 7-day return period;
be in the same condition as when you received it;
be unused and not permanently installed;
not have been damaged during installation, removal, testing, or use;
include all original accessories, cables, brackets, mounting hardware, manuals, and other components supplied with the product;
include the original packaging where reasonably applicable; and
be accompanied by reasonable proof of purchase.

For camera and smart-home products, the device must also be removed from any user account or app account before being returned.

Where applicable, customers should remove their own SD card, SIM card, or other personal storage or subscription-related items before returning the product.

Important

Our 14-day change-of-mind policy is intended for products that have been purchased but are no longer wanted.

It does not limit or replace your rights under the Consumer Guarantees Act 1993 if a product is faulty, defective, unsafe, does not match its description, or otherwise fails to meet applicable consumer guarantees.

2. How to Request a Return

To request a return, please contact us at:

sales@sentrix.co.nz

Please contact us before sending any product back.

When contacting us, please provide:

your order number;
the name of the product;
the reason for the return; and
any other information we reasonably require to assess the return.

Once your return request has been approved, we will provide you with the applicable return instructions and return address.

Please do not send products back without first receiving return instructions from us. Unauthorised returns may not be accepted.

3. Return Shipping Costs

For change-of-mind returns, the customer is responsible for the cost of returning the product to us, and a 10% restocking fee will be deducted from the refund.
If the payment was made via Afterpay or PayPal and the order is cancelled, an additional 5% transaction fee will also be deducted.

We recommend using a tracked shipping service, as the customer is responsible for the product until it is received by us.

If the product is faulty, defective, damaged on arrival, incorrectly supplied, or otherwise covered by applicable consumer guarantees, please contact us before returning it. Different arrangements may apply, including responsibility for reasonable return shipping costs where required by law.

4. Faulty, Defective or Incorrect Products

Please inspect your order as soon as reasonably possible after receiving it.

If your product:

does not work correctly;
is defective or faulty;
arrives damaged;
is missing essential components;
is materially different from its description; or
is the wrong product,

please contact us at sales@sentrix.co.nz.

Please provide your order number and a description of the issue. We may ask for photographs, video, screenshots, diagnostic information, or other reasonable information to help us assess the problem.

For camera and smart-home products, we may also ask you to complete reasonable troubleshooting steps before arranging a return. This may include checking power, network connection, app settings, firmware, cables, batteries, solar-panel connections, or other relevant installation requirements.

If the issue cannot reasonably be resolved through troubleshooting, we will assess the product and provide an appropriate remedy in accordance with the Consumer Guarantees Act 1993 and other applicable New Zealand law.

Depending on the circumstances, the appropriate remedy may include repair, replacement, refund, or another remedy required by law.

Your statutory rights are not limited by our 14-day change-of-mind return period.

5. Installation and Removal

For change-of-mind returns, products should not have been permanently installed.

This includes, for example:

cameras permanently mounted to walls, ceilings, poles, or other structures;
solar panels permanently mounted or wired;
products that have been hard-wired into an electrical system;
products that have been modified to fit a particular installation; or
products that have been physically altered during installation.

If you have installed a product and subsequently discover that it is faulty or does not meet applicable consumer guarantees, please contact us before removing or returning the product.

We will provide reasonable instructions on how the issue should be handled.

We are not responsible for the cost of professional installation, removal, reinstallation, or other installation-related services unless required by applicable law or expressly agreed by us.

6. Product Compatibility

Before purchasing, customers are responsible for checking whether a product is suitable for their intended application, including where reasonably applicable:

Wi-Fi or network requirements;
mobile network or SIM requirements;
smartphone or operating-system compatibility;
storage requirements;
power requirements;
solar-panel positioning and sunlight requirements;
mounting location;
environmental conditions; and
compatibility with other smart-home devices or systems.

If you are unsure whether a product is suitable for your intended application, please contact us before purchasing.

A product that is simply unsuitable for a customer's particular setup or intended use is not necessarily a faulty product.

However, this does not affect any rights you may have under the Consumer Guarantees Act 1993, including where you relied on information or advice provided by us about the suitability of a product for a particular purpose.

7. Items Not Eligible for Change-of-Mind Returns

The following products are generally not eligible for change-of-mind returns:

products that have been permanently installed;
products that have been modified, altered, or damaged;
products damaged during installation, removal, or use;
products missing accessories, components, mounting hardware, or other items supplied with the original product;
personalised or custom-made products;
products made specifically to a customer's requirements;
products that cannot reasonably be resold due to their condition;
products where return is prohibited or restricted by applicable law or shipping requirements;
sale or clearance items; and
gift cards.

These exclusions apply only to change-of-mind returns.

They do not exclude, restrict, or limit any rights or remedies available to consumers under the Consumer Guarantees Act 1993 or other applicable New Zealand law.

8. Account, Data and Privacy

Before returning a camera or smart-home device, customers should:

remove the device from their Sentrix or third-party app account;
disconnect the device from their Wi-Fi or other network;
remove any personal data stored on the device;
remove any SD card or other personal storage media; and
cancel or transfer any third-party subscription associated with the device, where applicable.

Customers should not send personal information, passwords, access codes, or other confidential information with a returned product.

We may reset returned products to their factory settings as part of our inspection, testing, refurbishment, or resale process.

9. Exchanges

We do not generally offer direct exchanges for change-of-mind returns.

If you would like a different model or product, the quickest option is to return the original product in accordance with this policy and place a new order.

If a product is faulty, defective, incorrect, or otherwise does not comply with applicable consumer guarantees, we will provide an appropriate remedy in accordance with the Consumer Guarantees Act 1993.

10. Sale and Clearance Products

Sale and clearance products are not eligible for change-of-mind returns unless otherwise stated at the time of purchase.

This does not affect any rights or remedies you may have under the Consumer Guarantees Act 1993 if a sale or clearance product is faulty, defective, incorrectly supplied, unsafe, or otherwise does not meet applicable consumer guarantees.

11. Refunds

For approved change-of-mind returns, we will inspect the returned product to confirm that it meets the requirements of this policy.

If the return is approved, we will process the refund to the original payment method within 10 business days.

Your bank, credit card provider, or payment provider may require additional time to process the refund and make the funds available in your account.

If you have not received your refund within 15 business days after we have confirmed that the refund has been processed, please contact us at:

sales@sentrix.co.nz

Where a refund is required under the Consumer Guarantees Act 1993 or other applicable law, we will process the refund in accordance with the applicable legal requirements.