Refund Policy
A legal disclaimer
Last Updated: August 2026
Queensland Security Group is committed to providing quality security products and professional installation services. This Refund & Cancellation Policy explains how refunds, cancellations and service issues are handled.
1. Australian Consumer Law
Nothing in this policy limits or excludes any rights or remedies available to you under the Australian Consumer Law (ACL) or other applicable legislation.
If a product or service does not meet the consumer guarantees required by law, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.
2. Products
Products supplied by Queensland Security Group may be eligible for a refund, replacement or repair where required under Australian Consumer Law.
For change-of-mind returns, eligibility may depend on the product, whether it has been installed or specially ordered, and the applicable manufacturer or supplier return conditions.
Products that have been specially ordered, configured or installed may not be eligible for a change-of-mind refund where legally permitted.
3. Installation Services
Once installation work has commenced, payments for services already completed are generally non-refundable where the services have been properly performed.
If you believe installation work has not been completed properly, please contact us as soon as possible. We will assess the issue and, where appropriate, arrange a repair or rectification.
4. Deposits & Upfront Payments
Some projects may require a deposit or upfront payment to cover equipment, preparation, scheduling or other project costs.
If a customer cancels after Queensland Security Group has incurred costs, any refund will be assessed based on the work completed, products ordered and costs incurred, subject to your rights under Australian Consumer Law.
5. Cancellations & Rescheduling
We understand that circumstances can change. Please contact us as soon as possible if you need to cancel or reschedule an appointment.
Where a cancellation occurs at short notice and Queensland Security Group has already incurred reasonable costs, a cancellation or call-out fee may apply. Any applicable fee will be communicated to you where reasonably practicable.
6. Manufacturer Warranties
Products may be covered by a manufacturer's warranty. Manufacturer warranties apply separately from Queensland Security Group's Lifetime Workmanship Warranty.
Our workmanship warranty covers qualifying issues arising from our installation workmanship and does not replace or extend a manufacturer's product warranty.
7. How to Request a Refund or Remedy
To request a refund, repair, replacement or other remedy, please contact:
Queensland Security Group
Phone: 0403 743 618
Email: sales@qldsecuritygroup.com.au
Please provide your name, invoice or job details and a description of the issue. We may request additional information or photographs to help us assess your request.
8. Approved Refunds
Where a refund is approved, it will generally be returned using the original payment method where reasonably practicable.
Refund processing times may vary depending on your payment provider or financial institution.
9. Contact Us
If you have any questions about this policy or a purchase or service, please contact Queensland Security Group at sales@qldsecuritygroup.com.au or 0403 743 618.
Queensland Security Group
ABN: 67 386 012 975
Security Licence No. 4928821