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Returns & Warranty
Policy

RIVICA Investigations is committed to transparency and fairness. This policy explains the conditions under which refunds or service adjustments may apply, in line with Australian consumer laws.
RIVICA Investigations & Covert Solutions supplies covert surveillance and recording equipment, including as an authorised Australian distributor for Lawmate. This policy explains how we handle faulty products, incorrect orders, and your rights under the Australian Consumer Law, and applies to all products sold through our website.

Your rights under the Australian Consumer Law

Nothing in this policy limits or replaces your rights under the Australian Consumer Law. If a product you purchase from us is faulty, not fit for its intended purpose, or does not match its description, you are entitled to a repair, replacement, or refund regardless of the return window or conditions set out below. These statutory guarantees apply automatically and cannot be excluded by any store policy.

Faulty or defective products

If a product develops a fault, contact us with your order number and a description of the issue. We will arrange the return directly with the relevant manufacturer or supplier on your behalf.
For Lawmate products, this means:
  1. Contact RIVICA with your proof of purchase and a description of the fault.
  2. We liaise with Lawmate to obtain a Return Merchandise Authorisation (RMA) number.
  3. We provide you with the RMA number and Lawmate’s return address.
  4. You send the item, with the RMA number clearly marked, to Lawmate.
  5. Lawmate assesses the item and carries out repair or replacement under the manufacturer’s warranty.
For products from other manufacturers or suppliers, we will confirm the equivalent process, including any authorisation number required and where the item needs to be sent, once you contact us.
Where a fault is confirmed and covered under warranty, you will not be charged for the repair or replacement, and no restocking fee applies. Return shipping costs for confirmed warranty faults are covered in accordance with your Australian Consumer Law rights. If the manufacturer’s assessment finds no fault, or finds the damage was caused by misuse, you may be responsible for return shipping and any assessment costs, and we will confirm this with you before proceeding.
Timeframes for assessment and repair are set by the manufacturer. We will keep you updated on progress once your claim is lodged.

Incorrect item ordered

We do not offer change of mind returns. If you order the wrong item, we will accept it back for a refund or exchange provided that:
  • You contact us within 14 days of receiving the item.
  • The item is unused and in its original, undamaged packaging, with all accessories, manuals, and documentation included.
  • You provide proof of purchase.
A restocking fee of 15% of the item’s purchase price applies to all incorrect-item returns accepted under this policy, to cover inspection, repackaging, and processing. This fee is deducted from your refund. You are also responsible for the cost of returning the item to us unless otherwise agreed. Once we receive and inspect the returned item, we will process your refund or exchange within 5 business days.

Change of mind

We do not accept returns for change of mind. This does not affect your rights under the Australian Consumer Law where a product is faulty, not as described, or not fit for purpose.

Proof of purchase

A tax invoice, order confirmation, or payment record is required for all returns and warranty claims.

How to start a return or warranty claim

Contact RIVICA Investigations & Covert Solutions:
1300 748 422
sales@rivica.com.au
Level 5, 111 Cecil Street, South Melbourne VIC

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