Returns and Refunds Policy (Australia)

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Our response plans are services, and they also come with guarantees under the Australian Consumer Law. Nothing in this policy limits those rights. Everything below is offered on top of them.

60-day money-back guarantee

If you bought your alarm from us and decide it isn't right for you, you can return it within 60 days of delivery for a full refund of the purchase price.

To qualify:

• The alarm was bought directly from Umps, not through a reseller or another provider.
• It comes back with everything that was in the box: the Hub, pendant or button, charger, lanyard or strap, and any accessories bought with it.
• It's in good condition. Normal use during the 60 days is fine; damage, loss or modification isn't covered.
• It's one claim per household.

The guarantee covers the price of the equipment. If you paid for an annual response plan, we'll refund that in full too. Monthly plan fees for the time the alarm was active aren't refunded, as the plan was providing monitoring during that time.

Faulty alarms and warranty

Every Umps alarm comes with a 12-month warranty from the date of delivery. This is in addition to your rights under the Australian Consumer Law, which can last longer than 12 months.

If you think your alarm isn't working properly, please call us first on 1300 907 272. Many problems can be fixed over the phone, and it's the fastest way to make sure you're protected.

If we can't fix it remotely:

• Major failure: you can choose a replacement or a refund.
• Other faults: we'll repair or replace the alarm. If we can't do that within a reasonable time, you can choose a replacement or refund.

Returning a faulty item costs you nothing. If you need a working alarm in the meantime, we'll do our best to send the replacement before the faulty one comes back.

Our warranty doesn't cover damage from accidents, drops or impacts, water damage outside the device's rating, unauthorised repairs, or cosmetic wear that doesn't affect how the alarm works. Your Australian Consumer Law rights still apply.

Rented alarms

You can rent an alarm with no minimum term and cancel at any time. When your rental ends, the alarm needs to come back to us, and returning it costs you nothing. Please return it within 10 business days of the rental ending. We may charge a late return fee if it isn't returned.

If a rented alarm is lost or damaged beyond normal wear and tear, we charge the Rent to Buy price for that alarm. We'll explain the amount before we charge anything, and can send a replacement as soon as you agree.

Response plans

You can cancel your response plan at any time by calling or emailing us.

• Monthly plans: cancellation takes effect at the end of the month you've paid for. We don't refund part-months.
• Annual plans: if you cancel within 60 days of your plan starting, we'll refund the annual fee in full. After 60 days, your plan stays active until the end of the year you've paid for, and we don't refund unused months.
• If we can't provide the service we promised, you can cancel and get a refund for the unused portion of any plan, monthly or annual.

If someone has passed away or moved into care

Please contact us and we'll take care of it. We'll cancel the plan so no further payments are taken.

If the alarm was purchased, you don't need to return it. If you'd rather not keep it, we'll send a reply-paid satchel, or you can dispose of it as e-waste. If the alarm was rented, it does need to come back, and we'll send a satchel.

Alarms supplied through a provider or funding

If your alarm came through a care provider, retirement village or reseller, please contact them first. They handle returns under their agreement with you, and we'll support them with any warranty issue.

If you bought from us but your alarm or plan was paid for through NDIS, Support at Home, CHSP or geat2GO, any refund must be provided to whoever paid us. Please let your provider know about the return too.

How to return an alarm

1. Go to umps.com/returns, or call us on 1300 907 272 and we'll do it for you.
2. Tell us which alarm you're returning and why. If it's not working, we can call you first. Many problems are quick to fix.
3. Print your prepaid label, or we'll post you a reply-paid satchel.
4. Once it arrives, we'll check it and process your refund or replacement within 10 business days.

How refunds are paid

Refunds are paid by bank transfer or to the original card. We'll let you know when your refund has been sent.