Refund & Returns Policy
Effective date: 01 / 01 / 2025
Website: finevudashcam.com.au
Business: JY Networks Pty Ltd trading as FineVu Dashcam Australia
Email: support@finevudashcam.com.au
FineVu Dashcam Australia is committed to fair and reasonable customer service. This Refund & Returns Policy explains how returns, refunds, exchanges, and warranty-related returns are handled.
Nothing in this policy limits your rights under the Australian Consumer Law.
1. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You may be entitled to a repair, replacement, refund, or other remedy if a product fails to meet the consumer guarantees.
The remedy will depend on the circumstances, including whether the issue is a minor failure or major failure.
2. Returns for Faulty Products
If you believe your product is faulty, please contact us first before returning the item.
Please email:
Include:
- your name;
- order number or proof of purchase;
- product model;
- serial number if available;
- clear description of the issue;
- photos or videos showing the issue if possible;
- troubleshooting already completed.
We may ask you to complete basic troubleshooting before approving a return, repair, or replacement.
3. Warranty Assessment
Returned products may need to be inspected before a refund, repair, or replacement is approved.
If the product is confirmed to have a manufacturing fault covered by warranty or Australian Consumer Law, we may offer one or more of the following:
- repair;
- replacement;
- refund;
- store credit;
- alternative resolution agreed with the customer.
The available remedy will depend on the product, fault, warranty status, and Australian Consumer Law requirements.
4. What Is Not Covered
A refund, repair, or replacement may not be available if the issue was caused by:
- incorrect installation;
- misuse or abuse;
- physical damage;
- water or liquid damage;
- accident or impact damage;
- unauthorised repair or modification;
- use of incompatible accessories;
- use of unsuitable, counterfeit, or worn memory cards;
- vehicle power issues;
- battery voltage issues;
- failure to follow product instructions;
- normal wear and tear;
- cosmetic damage that does not affect function.
5. Change-of-Mind Returns
Change-of-mind returns may be accepted at our discretion.
To be considered, the product must generally be:
- returned within 14 days of delivery;
- unused;
- unopened or in original condition;
- in original packaging;
- complete with all accessories, cables, manuals, stickers, and inserts;
- not damaged, installed, modified, or marked.
Change-of-mind returns are not guaranteed and must be approved before sending the item back.
For approved change-of-mind returns:
- original shipping costs may not be refundable;
- return shipping is usually paid by the customer;
- payment processing fees may be deducted where applicable;
- a restocking fee may apply if the item has been opened or packaging is damaged.
6. Installed Products
Products that have been installed, hardwired, used in a vehicle, or had adhesive mounts applied may not be eligible for change-of-mind return.
This is because installation may mark, damage, or reduce the resale condition of the product or accessories.
Faulty installed products may still be assessed under warranty and Australian Consumer Law.
7. Memory Cards and Accessories
Memory cards, cables, mounts, adhesive pads, hardwire kits, OBD cables, and accessories may be returned only if they are faulty or approved by us for return.
Opened or used accessories may not be accepted for change-of-mind return.
Memory card issues may require testing, formatting, or verification before replacement.
8. Shipping Returns
Please do not send products back without contacting us first.
If a return is approved, we will provide return instructions.
Customers are responsible for packing items safely. We are not responsible for damage caused during return shipping due to poor packaging.
For change-of-mind returns, the customer is generally responsible for return shipping costs.
For valid warranty or faulty-product claims, return shipping responsibility will be handled in accordance with Australian Consumer Law and the circumstances of the claim.
9. Refund Processing
If a refund is approved, it will normally be processed back to the original payment method where possible.
Refund processing times may vary depending on your bank, payment provider, or payment method.
Refunds will only be issued after the product has been received and assessed, unless otherwise agreed.
10. Exchanges
Exchanges may be available depending on stock availability and product condition.
If the replacement product is more expensive, the customer may need to pay the difference.
If the replacement product is cheaper, we may refund the difference or provide store credit.
11. Backorders and Out-of-Stock Items
If an item becomes unavailable after purchase, we may offer:
- a refund;
- an alternative product;
- a backorder option;
- an estimated arrival date where available.
Estimated arrival dates are not guaranteed and may change due to supplier, freight, customs, or manufacturer delays.
12. How to Request a Return
To request a return, email:
Please include:
- your full name;
- order number;
- purchase date;
- product model;
- reason for return;
- photos or videos if relevant.
We will review your request and provide the next steps.
13. Contact Us
For questions about refunds, returns, warranty claims, or product support, please contact:
JY Networks Pty Ltd trading as FineVu Dashcam Australia
Email: support@finevudashcam.com.au
Website: www.finevudashcam.com.au
Address: 28 266 Osborne Ave, Clayton South VIC 3169 Australia