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Warranty and Returns

Do not ship hardware until you receive your RMA number by email.

OVERVIEW

This page explains warranty coverage and how to return hardware to XECURE. Partners request an RMA by email and include the printed form in the box.

XECURE logo with colorful abstract shapes in the background

Warranty coverage

  • Start date is the shipment date unless stated otherwise.
  • Scope covers defects in materials and workmanship under normal use.
  • Australian Consumer Law rights apply where they cannot be excluded.
  • Exclusions include misuse, improper installation, unauthorised modifications, surges,
    physical or liquid damage, and normal wear.
  • Default term for items not listed in the matrix below is 12 months.

Warranty matrix by product

  • 24 months

    Access Control
    • Intelligent Controller (16 in / 12 out / 4 Wiegand)
    • Expansion Board (16 in / 12 out / 4 Wiegand)
    • 2-Door Controller
    • Lift Controller (16 relay output)


    Alarm and Communication Modules
    • Keypad
    • Permaconn communicator (OEM warranty applies - claims handled per the manufacturer’s policy)
    • USB to RS485 converter dongle

    Detection and Peripherals
    • Wireless reed switch
    • PIR sensor [when available]
    • Beams [future placeholder]

    Enclosures
    • Metal enclosure
    • Plastic enclosure

  • 12 months

    Power and Batteries
    • 24 V 3 A power supply
    • 12 V 5 A power supply


    Wireless and Interfaces
    • Bus addressable wireless receiver
    • RS485 wireless dongle

    Sundries and Credentials
    • Remotes
    • Fobs

  • 36 months

    • 12 V 14 Ah battery

Xecure logo with colorful design and text on a white background

Proof of purchase and identification

Include your purchase invoice or order number, product serial number and firmware version if available, plus a short fault description with steps to reproduce.

Returns Authorisation (RMA) process

  • 1

    Download and complete

    the RMA Form (PDF) named xecure-warranty-and-returnsrma-form.pdf. Leave the field labelled RMA number blank.

  • 2

    Email the form to

    support@xecure.com.au with the subject:
    RMA REQUEST - < Company > - < Serial >
    Attach photos or logs if helpful.

  • 3

    Receive your RMA number

    by auto reply. Your RMA number is the Zendesk ticket ID,
    for example XEC-RMA-12345.

  • White number '4' inside a green circle with a white border on a transparent background

    Write the RMA number

    on the form and on the outer carton, then ship to the address
    provided in the email.

Typical timeframes

• Acknowledgement: within 1 business day
• Bench diagnosis: typically 3 business days
• Replacement dispatch: within 2 business days of approval, subject to stock

Shipping

• Inbound: covered by the partner, except DOA within the 14 day window
• Outbound: covered by XECURE for approved warranty claims
• Packaging: use anti static bags and protective materials. Damage in transit may invalidate the claim

Advance replacement

Available by arrangement for priority cases, subject to stock and account status. A deposit or PO hold may apply. The faulty unit must be returned within the stated window.

Data and privacy

Do not send live CCTV footage unless requested. Remove or wipe storage media where possible. If temporary credentials are required for testing, provide them by email and reset after the RMA is closed.

Downloads

Download RMA Form (PDF) – filename: xecure-warranty-and-returns-rma-form.pdf

Contact

  • RMA and warranty: support@xecure.com.au

Primary actions

  • Email support to request RMA

    mailto:support@xecure.com.au?subject=RMA%20REQUEST%20-
    %20%3CCompany%3E%20-%20%3CSerial%3E

  • Download RMA form (PDF)

    xecure-warranty-and-returns-rma-form.pdf

Our team is available Monday–Friday, 9:00 AM to 6:00 PM (Business Time Zone).