Returns and exchanges

At SecurityBase, we want you to be happy with your order.

If you think a product may be faulty or is not working as expected, please check the relevant product guide before sending it back.

Many issues can be fixed quickly without a return, which means you can start using your product sooner, and you don't need to make an effort to organise a return.

For example, tracker card issues are often related to setup, reset steps, charging position, Bluetooth settings or phone settings. Faraday pouch issues are often related to choosing the wrong size or placing the item in the wrong compartment. Please find our product guides here:

Product support & manuals

If you still need help after reading the guides, please contact us so we can troubleshoot the issue with you. A quick email often resolves the problem, but if a return is needed, we can help organise that too.

Return postage 

Who pays for return postage depends on the reason for the return. Once your return arrives, we will test the product to check whether there is a fault.

If the product is confirmed to be faulty, we will exchange it free of charge. We will also cover the postage to send the replacement to you and refund your reasonable return postage cost.

If the product is working correctly, the postage costs are the customer’s responsibility. This includes the cost of sending the item back to SecurityBase and the cost of sending it back to you. Products that are working correctly will be fully reset and recharged, where applicable, before being returned to you.

The same postage approach applies to exchanges that are not due to a fault, such as choosing the wrong Faraday pouch size or wanting to swap to a different product. 

If items are returned for change of mind and the remaining order value falls below the free-shipping threshold, the standard shipping charge that would have applied to the order will be deducted from the refund.

Exchanges

Exchanges that are not related to a product fault, such as selecting the wrong size or changing to a different product, are accepted if the product is unused and returned in its original, resalable condition, including all packaging and accessories. For tracker products, this means the product must not have been paired with an account or otherwise activated.

Warranty

Our products are built to last and are backed by a 1-year SecurityBase warranty against manufacturing defects.

This warranty does not cover normal wear and tear, misuse, accidental damage, loss, improper handling, damage caused by incorrect use, moisture exposure, sharp objects, excessive force, repeated bending or folding, or failure to follow the product instructions.

If you experience a problem with your product, please contact us, and we’ll help troubleshoot the issue and arrange a replacement or other appropriate solution where required.

Organise a return or exchange

Please contact us before returning a product.

Return address
SecurityBase
3106 / 17 Austin Street
Adelaide SA 5000

Please include a note with the following with the return so we can resolve the issue quickly and contact you if we have questions:

  • Order number
  • Name
  • Phone number
  • A short description of the issue

We recommend using a tracked shipping service, such as Australia Post Parcel Post, or a letter service with tracking for smaller items. This lets you track your return if needed.

Registered Post can also be used, however as it requires a signature on delivery, please allow up to one additional week if the return is redirected to a post office for collection.

Return deliveries typically take 3–7 business days to arrive.