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VMS CCTV Warranty and Returns

Two year advance hardware warranty



VMS Camera 2 Years WarrantyBecause VMS CCTV is a system that is robust, reliable and tailored to the market demand…

OSA is able to deliver a two year warranty on all VMS CCTV products.

All VMS CCTV branded products – including IP CCTV camerasnetwork video recordersmanagement systemsmounting and accessories – come with a two year advance hardware replacement warranty (conditions apply).

We also support our VMS CCTV range by providing VMS customers with a 24 hour self-service customer support centre, which provides VMS CCTV customers with a single access point for tools, services, reports, files and more – 24/7.

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Two year hardware warranty with advance replacement

OSA will repair or replace, without charge, Video Management Solutions (VMS) branded hardware proved defective in material or workmanship for a period of two years after the date of OSA invoice.

Your rights under the advance replacement program are in addition to (and do not limit) any rights you have under the Australian Consumer Law.

Your rights under the 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.

Exceptions to the two year hardware warranty
Six months warranty

OSA will repair or replace, without charge, all pan and tilts, scanners, or preset lenses used in continuous motion applications (preset scan, tour and auto scan modes) proved defective in material or workmanship for a period of six months after the date of OSA invoice.


This warranty does not apply if:

  1. The product has been subject to faulty and improper installation, maintenance, service, operational adjustments, repair, alteration and/or modification in any way that is not approved by OSA.
  2. The product has been tampered with. 
  3. The product is damaged by acts of God, misuse, abuse, fair wear and tear, negligence, accident, improper environmental conditions, including, but not limited to, electrical surges, water damage and heat and humidity exposure.

If the product is to be used outdoors or in dusty, humid, or other hostile environments, it must be suitably protected, which is the customer’s responsibility. Further, the customer must ensure that camera products are specifically protected, whether in use or not, from exposure to direct sunlight or halogen light which may damage the camera image sensor. This applies to both indoor and outdoor use of the cameras.

For camera products supplied by OSA without a lens, the customer must use extreme care when mounting a lens on these products. OSA is not responsible for damage to the product due to incorrectly mounted lenses. Incorrectly mounted lenses will invalidate this hardware warranty.

Failure to comply with any of the aforementioned requirements will invalidate this hardware warranty.

Limitation of liability

Save for non-excludable liability imposed by operation of law (including under Australian Consumer Law), OSA assumes no risk and shall be subject to no liability for damages or loss resulting from the use or application of the products.

In the event that OSA’s liability for any claim relating to the products is made, whether that claim is based on breach of contract, negligence, infringement of any rights of any party or product liability, then OSA’s liability for such claim shall not exceed the price paid by the customer for such products.

In no event will OSA be liable for any special, incidental, or consequential damages (including loss of use, loss of profit and claims of third parties) however caused, whether by the negligence of OSA or otherwise.

Warranty information

OSA will warrant all replacement parts and repairs for 90 days from the date of shipment to the customer following replacement or repair or the remaining warranty period of the original unit, whichever is the longer.

All goods requiring warranty repair shall be sent freight prepaid to the nearest OSA office location.

Repairs made necessary by reason of misuse, alteration, fair wear and tear, or accident are not covered under this warranty.

Warranty process with advance replacement

If a warranty repair is required, the customer must obtain a repair authorisation number from OSA’s warranty centre by calling the issuing OSA branch or via the OSA ticket system.

The following information must be provided:

  • Product model and serial number
  • Date of shipment
  • P.O. number
  • OSA invoice number
  • OSA issuing branch
  • Details of the defect or problem

Upon granting of the RMA number the warranty repair shall be sent freight prepaid to the OSA warranty centre or local OSA branch.

If advance replacement is required then the customer must state this upon applying for the RMA. A technician will further troubleshoot and verify the fault with the customer before approval and sending of the replacement.

OSA reserves the right to charge current RRP for advance replacement stock if:

  1. Warranty goods fall within the exclusions and limitations category above. (This may be verified during the troubleshooting phase or upon receipt of returned warranty goods.)
  2. Warranty goods are not returned within 30 days.
  3. No fault is found with the returned warranty goods.

Advance replacement units are covered by a 90 day warranty or the remaining warranty period of the original unit, whichever is the longer.

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