At Cen-Tel Secure (CTS) Online we want our customers to be completely satisfied with their purchase.

We therefore recommend you read our Refund, Return and Repairs Policy prior to you making a purchase from CTS Online, so you are familiar with our policy on refunds, returns and repairs and your rights under the Australian Consumer Law.

We also recommend you immediately inspect any goods that we deliver to you or that you collect from CTS, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

If you have any questions about this policy, please contact our management team  on 1300 840 535.

About our Refund, Return & Repair Policy

This is the Refund, Repair and Return Policy of CTS, and applies where you make a purchase online or from sales team member.

Change of Mind

Please choose carefully as refunds are not normally provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order.

Consumer Guarantees and Your Rights Under the Australian Consumer Law

Refer to Consumer Guarantees for more information.

Goods Damaged in Transit

If any goods arrive damaged, please contact the CTS goods team as soon as possible on 1300 840 535. After reviewing the claim, CTS management will contact you to discuss the options available to resolve the issue. In most cases, CTS will either arrange for the return of the damaged product for replacement or refund — or a replacement part may be provided where the damage is minor.

Refunds

Refunds will be processed by the CTS returned goods team and will normally be processed within 3 days.

Delivery Charges

Where CTS considers the goods to have breached a consumer guarantee, any shipping costs to return the goods to CTS will be at the client’s cost.

Returns and Repairs

You may return goods we have delivered to you by mail by contacting our CTS goods team or in person, generally however a technician may have to verify the goods condition prior to moving them from installation location.

You may also contact or the sales person whom delivered your goods, or where your goods were despatched from, and a CTS staff member will assist you with any return or repair. This may include inspecting the goods, arranging for the goods to be sent for repair, or providing you with a replacement. Refund, Return and Repair Policy

This Refund, Return and Repair Policy is applicable to purchases made from CTS.

For purchases made from a CTS Franchised, please see the relevant Franchisor for details.

At CTS we want our customers to be completely satisfied with their purchase.

We therefore recommend you read our Refund, Return and Repairs Policy prior to you making a purchase from CTS, so you are familiar with our policy on refunds, returns and repairs and your rights under the Australian Consumer Law.

We also recommend you immediately inspect any goods that we deliver to you or that you collect from a CTS, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

If you have any questions about this policy, please contact our Goods team.

About our Refund, Return & Repair Policy

This is the Refund, Repair and Return Policy of CTS, and applies where you make a purchase from CTS directly or online.

If you wish to view the refund, return, or repair policies of any CTS location, please contact or visit the relevant CTS office for details. As CTS franchises are operated by independent franchisees, these policies may vary between service providers.

Change of Mind

Please choose carefully as refunds are not normally provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order.

Consumer Guarantees and Your Rights Under the Australian Consumer Law

Refer to Consumer Guarantees for more information.

Goods Damaged in Transit

If any goods arrive damaged, please contact the CTS Goods Team as soon as possible. After reviewing the claim, CTS HO will contact you to discuss the options available to resolve the issue. In most cases, CTS will either arrange for the return of the damaged product for replacement or refund — or a replacement part may be provided where the damage is minor.

Refunds

Refunds will be processed by the relevant CTS franchise and will normally be processed within 3 days.

Delivery Charges

Where CTS considers the goods to have breached a consumer guarantee, any shipping costs to return the goods to CTS or a CTS Franchise will be at CTS’s cost.

Returns and Repairs

You may return goods we have delivered to you by mail by contacting our Goods Team.

You may also contact or attend the CTS office where you collected your goods, or where your goods were despatched from, and a CTS staff member will assist you with any return or repair. This may include inspecting the goods, arranging for the goods to be sent for repair, or providing you with a replacement.

Goods must be returned within a reasonable time. This timeframe may vary from product to product and may depend on the type of product you purchased and the price you paid.

If any goods cannot be easily returned to us or a CTS, due to their size, the fault or because they have been affixed or installed in your premises, please contact our Service Team and we will arrange an inspection to assess the goods.

Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability and incorrect fault description.

You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may provide you with an indicative fee, which fee may vary due to reasons beyond our control.

If any goods that you return are capable of retaining user generated data such as files stored on a hard drive, video and stills stored on a portable media player, the replacement or repair of the goods may result in loss of the data. In these circumstances, we recommend you back up data to prevent data loss, and remove sensitive or confidential data, as a party assessing and/or repairing your goods may be required to view data in the course of carrying out the assessment. We will not be responsible for any data loss.

In some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

Contact Us

Where you have any questions or concerns relating to your Order, please immediately contact our Goods Team.