Refund policy

Warranty and Refund Policy — UnifyMe Home Automation

At UnifyMe Home Automation ("we", "our", "us"), our goal is to help customers create reliable, safe and easy-to-use smart home experiences. We follow the requirements of the Australian Consumer Law (ACL).

This Refund Policy explains how refunds, returns and remedies apply to physical hardware, digital products, and remote setup services.

1. Australian Consumer Law Rights

You are entitled to a replacement or refund for a major failure of a product and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have products repaired or replaced if they fail to be of acceptable quality and the failure is not a major failure.

Nothing in this policy excludes your rights under the ACL.

2. DIY Nature of Our Products

UnifyMe kits are do-it-yourself (DIY) products. By purchasing, you acknowledge that:

  • Installation and configuration are your responsibility
  • Setup outcomes depend on your specific home environment, network configuration, and technical capability
  • We provide guides, documentation, and support to assist you, but we do not perform installation on your behalf unless you have separately purchased a remote setup service

We are not liable for outcomes arising from incorrect installation, misconfiguration, or failure to follow our provided instructions.

3. Physical Products (Hardware)

Physical items include cameras, sensors, hubs, light strips and smart home hubs such as Home Assistant Green.

Change of Mind

We accept returns within 30 days of delivery if the product is unopened and in original condition. To qualify as unopened:

  • Shrink wrap must be intact
  • Box seals must be unbroken
  • All original packaging must be included

Customer is responsible for return shipping costs. Once we receive and inspect the unopened item, we'll process your full refund within 5 business days.

Opened products cannot be returned for change of mind.

Wrong or Faulty Item

If you receive:

  • an incorrect item, or
  • a product that is faulty on arrival

we will replace the item at no cost to you.

To help us resolve the issue quickly, please contact us within 14 days at support@unifyme.com.au with:

  • your order number or receipt
  • a description of the issue
  • a photo or video demonstrating the fault

Warranty

All hardware components in your UnifyMe kit are covered by a 12-month warranty from the date of purchase. If a component is defective or faulty, we'll replace it at no charge. If a replacement is unavailable, we will offer a refund or equivalent alternative product.

Beyond the 12-month warranty period, some components in your kit may also carry separate manufacturer warranties. We can assist you in identifying these if needed.

To make a warranty claim, contact our support team first. If the issue can't be resolved remotely, we'll arrange a replacement and ship it back to you within 5–10 business days of receiving the faulty item. You're responsible for returning the faulty items to UnifyMe, but we'll cover the shipping costs.

Warranty — What's Not Covered

Accidental damage, incorrect physical installation leading to damage, misuse, modifications, or normal wear and tear are not covered under warranty.

Warranty does not cover changes in functionality caused by third-party software updates, firmware changes, or API modifications made by manufacturers outside our control. Where such changes affect your system, we will make reasonable efforts to identify and communicate an alternative solution, which may include updated configuration files, alternative integration methods, or compatible hardware recommendations.

4. Third-Party Software and Hardware Dependency

UnifyMe kits rely on third-party software and hardware, including but not limited to Home Assistant, Home Assistant Green, and TP-Link/Tapo devices. We do not control these platforms and cannot guarantee their continued functionality, compatibility, or availability.

In the event that a third-party platform change materially affects the functionality of your UnifyMe kit:

  • We will make reasonable efforts to identify and communicate a solution, which may include updated configuration files, alternative integration methods, or compatible hardware recommendations
  • We are not obligated to provide replacement hardware or refunds solely due to third-party changes that occur outside the warranty period and outside our reasonable control
  • Your rights under the Australian Consumer Law remain unaffected by this clause

5. Digital Products (Guides, Wizards, Automations & Templates)

Digital goods, including:

  • Onboarding wizard access
  • Automation templates
  • Digital guides
  • Video tutorials

are non-refundable once accessed, downloaded or delivered. This does not affect your rights under the Australian Consumer Law where a product fails to meet consumer guarantees.

If you experience issues accessing your digital content, we will ensure you receive working access promptly.

We will make reasonable efforts to keep your installation guides, setup wizard, and digital resources functional and updated for Home Assistant compatibility changes for 24 months from the date of purchase, subject to third-party platform changes outside our control. Where a third-party change makes it impractical to maintain compatibility, we will notify you and use reasonable endeavours to provide an alternative solution.

If an issue initially appears to be with the digital setup but is later identified as a hardware fault, the physical component must still be within the 12-month hardware warranty period to qualify for replacement.

6. Remote Setup Services

Remote setup services (such as our $99 setup package) are non-refundable after the service appointment has commenced.

Refund Eligibility

A full refund is available if:

  • you cancel the service before your scheduled appointment, or
  • we are unable to provide the service for technical reasons

If you miss your scheduled appointment without notice, the service fee is non-refundable.

Approved refunds will be processed within 5 business days of cancellation confirmation.

7. Incorrect Setup Due to User Configuration

If your smart home system cannot be set up due to:

  • unsupported Wi-Fi networks
  • incompatible devices purchased elsewhere
  • failure to follow instructions
  • network restrictions beyond our control

the service fee remains non-refundable, but we will provide guidance on how to correct the issue.

8. Limitation of Liability

To the maximum extent permitted by law — and without excluding any rights you have under the Australian Consumer Law — our total liability to you for any claim arising from the purchase or use of our products or services is limited to the amount you paid for the relevant product or service.

We are not liable for any indirect, incidental, consequential, or special loss or damage arising from your use of our products or services, including but not limited to property damage, personal injury, loss of data, or loss of use.

9. Returns Process

To request a return or refund under this policy, email: 📧 support@unifyme.com.au

Include:

  • Order number or receipt
  • Description of the problem
  • Photos/videos where applicable

We respond within 2 business days.

10. Shipping Costs

If a product is eligible for return under ACL (i.e. a warranty claim), we will cover return shipping for faulty or incorrect items.

For all other cases, return shipping is the customer's responsibility.

11. Contact Us

UnifyMe Home Automation
ABN: 33 754 728 095 
3a College Street, Gladesville, NSW, 2111, Australia
support@unifyme.com.auÂ