Refund & Return Policy

Entity: New Venture Capital Pty. Ltd. (ACN 626 647 256, ABN 56 626 647 256), trading as Puffin Guard.

We want you to be completely satisfied with your purchase. This policy outlines your options for refunds and returns. Nothing in this policy excludes, restricts, or modifies any rights you have under the Australian Consumer Law.

1. Device Returns - 30-Day Satisfaction Guarantee

If you are not satisfied with your Puffin Guard device, you may return it within 30 days of delivery for a full refund of the device purchase price.

To be eligible for a return:

• The Device must be in its original condition (reasonable wear from testing is fine)
• Include all accessories and packaging if possible
• Contact us at [email protected] to initiate a return

We will provide a return shipping address. Return shipping costs are the customer's responsibility, unless the return is due to a defect or error on our part.

Refunds are processed within 7 business days of receiving the returned device, to the original payment method.

2. Faulty or Defective Devices

Under the Australian Consumer Law, you are entitled to:

• A replacement or full refund for a major failure
• Repair, replacement, or partial refund for a minor failure

If you believe your device is faulty, please contact us at [email protected] with:

• Your order number or account email
• A description of the issue
• Photos if applicable

We will assess the issue and respond within 3 business days. If a replacement is warranted, we will ship it at no cost to you.

3. Subscription Refunds

Subscriptions are billed monthly and can be cancelled at any time through your account billing page.

• Cancellation takes effect at the end of the current billing period. You retain access until then
• We do not provide partial refunds for unused portions of a billing cycle
• If you experience a significant service disruption caused by us, we may offer account credit or a refund at our discretion

4. Complimentary Monitoring Period

Your device purchase includes a complimentary first year of monitoring (one per account). This period is non-transferable and has no cash value. No refund applies to the free monitoring period.

5. How to Request a Return or Refund

Contact us and we'll take care of it:

Email: [email protected]

Please include your order number or account email so we can help you quickly. We will provide a return shipping address when processing your return.

6. Contact

If you have any questions about this policy, please contact us.

Puffin Guard (a service of New Venture Capital Pty. Ltd.)
Email: [email protected]