Technology for Families wants families to feel confident when they purchase a Sidekick device. This policy explains how shipping, returns, refunds, replacements and repairs work for Sidekick devices, accessories and related products purchased directly from our official website.
This policy does not limit your rights under the Australian Consumer Law.
Shipping
Shipping within Australia is included in the purchase price of your Sidekick device.
We do not currently ship internationally.
Once your order has been processed, we will send confirmation and tracking details once available.
Delivery times may vary depending on your location within Australia, carrier availability, public holidays and other factors outside our control.
Please ensure your shipping details are correct when placing your order. Technology for Families is not responsible for delays or failed delivery caused by incorrect or incomplete delivery information.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
You may be entitled to a repair, replacement or refund if a product has a fault or does not meet a consumer guarantee. The remedy available will depend on the nature of the issue and whether the problem is major or minor.
Faulty products
If your Sidekick device or accessory appears to be faulty, please contact us as soon as possible at support@mysidekick.com.au with:
- your order number
- a description of the issue
- photos or videos if useful
- the best contact details for follow-up
We may need to assess the product before confirming the appropriate remedy. Depending on the issue, we may offer a repair, replacement or refund in accordance with the Australian Consumer Law.
Out-of-box failures
If your device does not work when first received, please contact us as soon as possible so we can resolve the issue quickly.
Prompt notice helps us support you faster, but it does not limit any rights you may have under the Australian Consumer Law.
Change of mind returns
We may accept change of mind returns within 30 days of delivery where the product is:
- unused
- unopened or still in its original packaging
- not activated or paired to an account
- complete with all accessories, manuals and packaging
- accompanied by proof of purchase
We may refuse a change of mind return if the product has been opened, used, activated, damaged, configured, paired to an account, or returned with missing accessories or packaging.
Change of mind returns are not available for subscription services, SIM services, mobile plans, digital services, or other services that have already commenced, unless required by law.
For approved change of mind returns, you are responsible for the cost of return shipping. Original shipping charges are not refundable unless required by law.
Damage, misuse and wear
This policy does not cover issues caused by misuse, accidental damage, unauthorised repairs, tampering, exposure to liquid, physical impact, normal wear and tear, or use that is inconsistent with the product instructions.
If a product is returned and we determine that the issue is not covered by warranty or consumer guarantees, we will contact you before proceeding with any paid repair, replacement or return shipping.
Returning a product
Please contact us before sending anything back. We will provide return instructions and, where required, a return authorisation number.
Products sent to us without prior approval may take longer to process.
For eligible warranty or consumer guarantee claims, we may provide a prepaid return label or arrange another suitable return method.
For approved change of mind returns, return shipping is the customer’s responsibility.
Data and privacy before return
Before returning a Sidekick device, please remove any personal data where possible and follow any reset instructions we provide.
Returned devices may be reset, wiped or reconfigured as part of our assessment, repair or replacement process. We are not responsible for data left on a returned device.
Refunds
Where a refund is approved, it will usually be processed to the original payment method.
Refunds are generally processed within 5 to 10 business days after approval, although your bank or payment provider may take additional time to make the funds available.
Replacements
Where a replacement is provided, it may be a new or equivalent replacement product. Any replacement product will be covered in accordance with applicable consumer guarantees and any warranty terms that apply.
Subscription or service cancellations
If your Sidekick purchase includes a subscription, SIM service, mobile plan, monitoring service or app-based service, cancelling or returning a device does not automatically cancel the service unless we tell you otherwise.
You can cancel your service through [insert cancellation process] or by contacting us at [insert support email].
Any service refunds will be handled in accordance with the relevant service terms and the Australian Consumer Law.
Pilot, trial or promotional units
If you receive a Sidekick device as part of a pilot, trial, demonstration, promotional offer or beta programme, separate terms may apply. Those terms will apply in addition to this policy.
Contact us
For shipping, returns, refunds, repairs or warranty support, please contact:
Technology for Families
Email: support@mysidekick.com.au
Website: mysidekick.com.au