Shipping & Returns

Shipping

• We ship Australia-wide. Freight is calculated and shown (GST-inclusive) at checkout, and is free over the order threshold shown in your cart.
• Orders are dispatched from Caringbah NSW 2229. We email dispatch confirmation and tracking as your order progresses.
• Delivery timeframes are estimates provided by the carrier and are not guaranteed. We are not responsible for carrier delays outside our control, but we will help you follow up a delayed or lost parcel.
• Please provide an accurate, attended delivery address. Re-delivery or redirection costs caused by an incorrect address may be passed on.
• Risk in the goods passes to you on delivery (or on collection); title passes on full payment.

Click & Collect

You can collect from 21B / 65-75 Captain Cook Drive, Caringbah NSW 2229. We’ll email you when your order is ready (By appointment). Please bring your order confirmation and photo ID. Uncollected orders may be refunded and restocked after a reasonable period.

Your consumer guarantees

Our goods 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The same applies to our services: you are entitled to have services that are not provided with due care and skill (or that are unfit for a purpose you told us about) put right, and to a refund or compensation for a major failure. These rights are not limited by any time period we mention and are in addition to any manufacturer or workmanship warranty.

Faulty, damaged or incorrect goods

If something arrives faulty, damaged in transit, or not as described or ordered, contact us promptly at sales@bionisecurity.com.au with your order number and (where possible) photos. Where you are entitled to a remedy under the Australian Consumer Law, we will repair, replace or refund as the law requires, and we cover the cost of returning the goods for assessment. Whether you receive a repair, replacement or refund depends on whether the failure is major or minor, in line with the Australian Consumer Law.

Change-of-mind returns

Separately to your consumer guarantees, we accept change-of-mind returns within 30 days of delivery or collection where:

• the item is unused, in original undamaged packaging and in resalable condition, with all accessories; and
• you provide proof of purchase.

For change-of-mind returns, you arrange and pay for return shipping, and we recommend a tracked service — the item remains your responsibility until it reaches us. Once received and assessed, we refund the purchase price to your original payment method. The following are not eligible for change-of-mind returns (this does not affect your consumer guarantees): special-order or custom-configured items, cut-to-length cable, clearance items sold as such, and products that have been installed, fitted or used.

Returns process (RMA)

1. Request a return by email to sales@bionisecurity.com.au (or from your order, when available), telling us the order number and reason.
2. We review and confirm the return method and address, and whether it is a consumer-guarantee or change-of-mind return.
3. Once the goods are received and assessed, we provide the agreed remedy (repair, replacement or refund) within a reasonable time.

Installation work

For supply-and-install jobs, the remedy for an issue with the installed system is handled under your consumer guarantees and our workmanship warranty — see our Terms & Conditions. Please contact us and we will arrange assessment.

Contact

Returns and delivery queries: sales@bionisecurity.com.au.