Under the Australian Consumer Law, goods come with guarantees that can't be excluded. They must be of acceptable quality, match their description, fit the purpose you told us about, and last for a reasonable time given what they cost and what they do.
A "reasonable time" is judged by the product and the price — a $39 smart plug and a $1,200 hub aren't held to the same expectation. For most of the gear we sell, "reasonable" runs comfortably past the manufacturer's stated warranty period.
If a product fails to meet a consumer guarantee, you're entitled to a remedy — repair, replacement, or refund — depending on whether the fault is major or minor. We work through that with you. We don't make you argue it.
More on your rights at the ACCC: accc.gov.au/consumers.
Making a claim
Three steps. Most claims are resolved within five business days of us receiving the product back — sooner if it's something we keep in stock to swap out directly.
- Step 01
Get in touch
Email warranty@synced.com.au with your order number, the product, and what's going wrong. A short video or photo helps for intermittent faults.
- Step 02
We'll triage
Often we can resolve it without a return — a firmware update, a settings tweak, a re-pair. If it's a genuine fault, we'll send a prepaid return label.
- Step 03
Repair, replace, or refund
Decided based on the nature of the fault and ACL. Major faults get a full refund or replacement at your choice. Minor faults we usually repair or replace.
You don't need the original packaging.
Nice if you have it. Not a requirement. We've yet to refuse a warranty claim because someone recycled a box.
Manufacturer warranty periods
For reference. Your rights under the Australian Consumer Law may extend beyond these periods, especially for the higher-value items.
| Brand | Category | Warranty | Notes |
|---|---|---|---|
| Aqara | Sensors, hubs, cameras | 2 years | Handled locally by Synced for the first 12 months; brand RMA after. |
| Philips Hue | Lighting, bridges | 2 years | Signify Australia. We handle the paperwork end-to-end. |
| Shelly | In-wall switches, relays | 2 years | Installation by a licensed electrician required for 240V claims. |
| SwitchBot | Curtains, bots, sensors | 1 year | Batteries excluded — consumable. |
| Eve | Thread / Matter accessories | 2 years | Replaced via Synced; no need to contact Eve directly. |
| Ecobee | Thermostats, sensors | 3 years | Pro models 5 years when installed by an HVAC tradesperson. |
| Ubiquiti | UniFi network, doorbells | 1 year | Extended cover available through UI.com on registration. |
| Reolink | Cameras, NVRs | 2 years | PoE hardware. SD cards 12 months. |
| Nuki | Smart locks | 2 years | Locally stocked spare parts for the Smart Lock 4 family. |
Don't see your brand? It's still covered — we just haven't listed every line in the table. Ask us about a specific product.