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Online Store Support

Terms of Sale


These terms and conditions of sale (“Terms of Sale”) apply to any purchase made by an end user customer on www.arlo.com (the “Store or "Arlo.com”). Your purchase of Arlo hardware products ("Products") and/or subscription services ("Subscription Services") from the Store constitutes your agreement to be bound by these Terms of Sale. In addition, the purchase and use of Products and Subscription Services are subject to our Privacy Policy and Terms of Service.

To the extent there is a conflict between the Terms of Sale and the Terms of Service then the Terms of Service will control.

THIS IS A LEGAL AGREEMENT. BY PLACING AN ORDER FOR THE PRODUCTS AND/OR SUBSCRIPTION SERVICES, YOU ARE ACCEPTING AND AGREEING TO THESE TERMS OF SALE. YOU REPRESENT AND WARRANT THAT YOU HAVE THE RIGHT, AUTHORITY AND CAPACITY TO ACCEPT AND AGREE TO THESE TERMS OF SALE. YOU REPRESENT THAT YOU ARE OF SUFFICIENT LEGAL AGE IN YOUR JURISDICTION OR RESIDENCE TO PURCHASE AND USE PRODUCTS AND TO ENTER INTO THIS AGREEMENT. IF YOU DO NOT AGREE WITH ANY OF THE PROVISIONS OF THESE TERMS OF SALE, YOU SHOULD NOT PURCHASE THE PRODUCTS AND/OR SUBSCRIPTION SERVICES.

Additional Requirements

In order to place an order for Arlo products on Arlo.com, you represent that:

  • 1. If you are ordering on behalf of a company then you are authorized to conclude contracts on behalf of this company;
  • 2. You are an end user and do not intend to resell the product(s) you purchase; and
  • 3. The information you provide to Arlo is accurate.

Pricing and Condition Policy

All prices mentioned on Arlo.com include sales tax, and we will ship your product free for qualifying orders over $100 within the Arlo Shipping Region. See the section on Payment Methods and Taxes for more detailed information on applicable taxes.

Order Placement

You can order your Arlo product by clicking on ‘Buying Options’ and adding the product/s of choice to your shopping cart. Once you have added everything you need to your shopping cart and clicked ‘checkout now’, fill in the requested information (including any coupon or promotion information) or just log in to your Arlo account if you are a returning customer to have the requested information auto-filled.

Once you click on ‘place your order’ your order is final, and you will be charged the purchase price.

Once you have placed your order, you will receive an order confirmation. If any of the scenarios for non-acceptance (as described below) apply, Arlo may reject or cancel your order, in which case we will refund any payment you have made.


Order Processing

Orders are processed pending availability and payment confirmation. Orders placed on or before 11:00 am ASET (Australian Eastern Standard Time) will begin processing on the same business day. We will contact you with a follow-up email if the product you have selected is not currently in stock or if we need additional information for credit verification.


Order Cancellations

Once an order has been processed, it can only be cancelled up to 1 hour after being placed. To cancel an order, log into your account, go to “Order History”, find the order and select “Cancel” in the upper right corner.


Inventory Availability

Although we try to keep sufficient stock of items listed on Arlo.com in inventory, occasionally we do sell out of certain products. If we are out of stock on an item that you've ordered then we will notify you, and any changes to your order due to out of stock items will be reflected in your order and shipping confirmation.

The products sold on our site are not intended for resale, and we may cancel orders that appear to be for resale purposes. Arlo reserves the right, in its sole discretion, to limit order quantity and to refuse or cancel orders.


Non-acceptance of your order

Arlo may cancel or refuse to accept your order if:

  • • You do not meet the requirements for sale;
  • • Arlo is unable to obtain authorization of your payment;
  • • You are requesting shipment to a location that is not within the Arlo Shipping Region.
  • • Product descriptions shown on Arlo.com contain a manifest error, such as being incorrectly priced; and
  • • Other special circumstances that justify cancellation of the order, including without limitation the misuse of a discount codes and/or suspicion of fraud.

Payment Methods

Arlo accepts Visa and Master Plans.

If an item is subject to sales tax, it will be taxed using the applicable sales tax rate for your shipping address at the time of order. Factors can change between the time you place an order and the time of payment, which could affect the calculation of sales taxes. The amount appearing on your order as sales tax may differ from the sales taxes ultimately charged.


Price Matching

Arlo does not price match. We will, however, refund the difference between the price that you actually paid (after the application of any coupons, promotional discounts, etc.) for a product you purchased on Arlo.com, and a subsequent, lower promotional price on Arlo.com that appears within 2 weeks of your original purchase. Refunds will be given using the same form of your original payment. For clarity, we do not provide such refunds where you did not pay for the product, e.g. when you received a free product through the use of a coupon.


Shipping & Delivery

If you place your order and your payment is confirmed, we endeavor to ship your order within one business day. We will send you a shipping confirmation and tracking code once we have shipped your order.

You normally will receive your Arlo products within 7 business days of your order. Shipping is free of charge for qualifying orders over $100 and if your order is shipped within the Arlo shipping region. Our shipping partner may send you an email offering more detailed delivery information and services, like the possibility to opt for a particular delivery slot. Any such service is offered by the shipping partner and is not provided by Arlo.

If you need expedited shipping you can opt for express delivery when placing your order. Additional amounts may be charged for expedited shipping.

Products purchased on Arlo.com will only be shipped to addresses within the Australia and are subject to export control laws and regulations. Products must be purchased, sold, exported, re-exported, transferred, and used in compliance with these export laws and regulations.

Although the Store may be accessible worldwide, the Products and Subscription Services offered in the Store are not designed and tested for use in all countries. If you choose to access the Store and/or use the Products and Subscription Services outside Australia, you do so on your own initiative and you are solely responsible for complying with the applicable local laws. You understand and accept that if you use the Products and Subscription Services outside of Australia then some or all of the features of the Products and Subscription Services may not work or be appropriate for use. To the extent permissible by law, Arlo accepts no responsibility or liability for any damage or loss caused by your access or use of the Store, Products and Subscription Services outside of Australia.


Shipping Notes

  • • Under certain circumstances, we may not be able to deliver to freight forwarders, hotels, PO Boxes or armed services APO/FPO/DPO;
  • • We do not ship on weekends or public holidays;
  • • We may from time to time offer products for pre-orders or backorders. In such cases we will not be able to ship to you within the delivery terms as set out above and will inform you of the expected shipping date when known and when the product ultimately ships.
  • If your order is subject to review due to a suspicion of fraud, delivery may be delayed and/or cancelled.

Arlo Shipping Region:

  • Western Australia
  • Queensland
  • Northern Territory
  • South Australia
  • New South Wales
  • Victoria
  • Tasmania
  • Australian Capital Territory
Excluding:

  • 2899 | Norfolk Island
  • 6798 | Christmas Island
  • 6799 | Home Island (Cocos Islands)
  • 6799 | Home Island Cocos (Keeling)
  • 6799 | West Island (Cocos Islands)
  • 6799 | West Island Cocos (Keeling)

Returns

Arlo's return policy allows for products purchased directly from Arlo.com to be returned in the original condition by the original purchaser during the initial thirty (30) day period from date of shipment.

In order to return your product under the return policy, please check that:

  • • You have purchased the product directly from Arlo.com
  • • You contact Arlo and begin the return process within 30 days from the original shipment date;
  • • The product is returned in the original Arlo packaging, with all materials included, and in new or as-new condition; and
  • • You strictly follow the Arlo return instructions as set out below.

An Arlo return authorization number (RMA) must first be obtained as provided below. We will only refund you the purchase price; shipping and handling are not refundable.

What you need to do if you want to return a product:

  • • Contact our Customer Support team for RMA authorization

    The return authorization number must first be obtained from Arlo's Customer Service by calling 1-866-548-680, 6:00AM to 6:00PM Pacific Time, Monday through Friday.

  • • Use the Arlo shipping label and save a copy

    You will receive an email confirming the RMA number and a prepaid returns shipping label. Follow the shipping instructions on the label to send the products back to Arlo. We are unable to accept returned products sent using an alternate carrier or shipping label. Retain a copy of the shipping label with the applicable tracking number provided by the carrier.

  • • Return the product within 14 days of the RMA being issued

    Arlo must receive the returned item within 14 calendar days after an RMA number has been issued and the unit returned must match the serial number specified in the RMA. Package the product in a way that will avoid damage in transit. All contents (brochures and wires) must be included and the product must be returned in its original Arlo packaging.

  • • Receive your refund for a returned product

    You may expect to see a credit to your account within 10-15 business days. Credit will be issued in the same manner as your original purchase payment.

  • Return authorization numbers are valid for only fourteen (14) days from issuance. If the product is returned to Arlo without an Arlo return authorization number, and/or beyond the fourteen (14) day period, and/or without proper packaging, Arlo may refuse delivery of such returned product or may return the product to you at your expense and with no refund issued.

    In addition, we may reduce the amount of your refund to reflect any reduction in the value of the Product, as determined at our sole discretion, caused by your handling it in a way which goes beyond what is necessary to establish its nature, characteristics and functioning.

The return policy described above is in addition to, separate from, and does not substitute your legal rights and remedies under applicable law.


Warranty

A defective Arlo product? This is our Arlo Warranty.

We stand for the quality of our Arlo products. The details of this warranty are set out in our Limited Hardware Warranty

Your local consumer protection laws may provide additional protections. The Arlo Warranty does not in any way restrict the rights that you may have under such laws.


Legal Terms

Arlo may change these Terms of Sale at any time by posting revised Terms of Sale but such changes will not affect the terms applicable to sales that were concluded prior to the date the revised Terms of Sale were posted. If any part of these Terms of Sale is for any reason unenforceable, that shall not affect the validity and enforceability of any of the remaining provisions of the Terms of Sale.

Choice of Law and Jurisdiction – Class Action Waiver.

These Terms of Sale are governed by California law. A contract for the purchase of Products through Arlo.com and any dispute or claim arising out of or in connection with it will be governed by California law. The courts of California will have non-exclusive jurisdiction. You also may have the right under relevant consumer protection laws to bring proceedings in your country of residence.

Class Action Waiver. PLEASE READ THIS PROVISION CAREFULLY. IT AFFECTS YOUR RIGHTS. YOU UNDERSTAND AND AGREE THAT BY AGREEING TO THESE TERMS OF SALE, YOU AND ARLO ARE EACH WAIVING THE RIGHT TO PARTICIPATE IN A CLASS ACTION. EACH PARTY MAY BRING CLAIMS AGAINS THE OTHER ONLY ON AN INDIVIDUAL BASIS, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS ACTION LAWSUIT OR REPRESENTATIVE PROCEEDINGOR CONSOLIDATION ACTION. YOU ALSO AGREE THAT CLASS ARBITRATIONS ARE NOT PERMITTED UNDER THESE TERMS OF SALE.

Limitation of Liability

Nothing in these Terms of Sale and in particular within this "Limitation of Liability" section will exclude or limit liability that cannot be excluded under applicable law.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT WILL (A) ARLO BE LIABLE FOR ANY INDIRECT, CONSEQUENTIAL, EXEMPLARY, SPECIAL, OR INCIDENTAL DAMAGES, INCLUDING ANY DAMAGES FOR LOST DATA OR LOST PROFITS, ARISING FROM OR RELATING TO THE PRODUCTS OR SUBSCRIPTION SERVICES, EVEN IF ARLO KNEW OR SHOULD HAVE KNOWN OF THE POSSIBILITY OF SUCH DAMAGES, AND (B) ARLO’S TOTAL CUMULATIVE LIABILITY ARISING FROM OR RELATED TO THE PRODUCTS AND SUBSCRIPTION SERVICES, WHETHER IN CONTRACT OR TORT OR OTHERWISE, EXCEED THE FEES ACTUALLY PAID BY YOU TO ARLO FOR THE PRODUCT OR SUBSCRIPTION SERVICE AT ISSUE IN THE PRIOR SIX (6) MONTHS (IF ANY). THIS LIMITATION IS CUMULATIVE AND WILL NOT BE INCREASED BY THE EXISTENCE OF MORE THAN ONE INCIDENT OR CLAIM. ARLO DISCLAIMS ALL LIABILITY OF ANY KIND DUE TO ARLO’S LICENSORS AND SUPPLIERS.

Force Majeure

Arlo will not be liable or responsible for any failure to perform, or delay in the performance of, any of our obligations under a contract that is caused by an act or event beyond our reasonable control, including, without limitation, acts of God, strikes, lock-outs or other industrial action by third parties, civil commotion, riot, terrorist attack, war, fire, explosion, storm, flood, earthquake, epidemic or other natural disaster, failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

Severability

If any part of these Terms of Sale becomes illegal, invalid, unenforceable, or prohibited in any respect, under any applicable law or regulation, such provision or part thereof will be deemed to not form part of the contract between us. The legality, validity or enforceability of the remainder of these Terms of Sale will remain in full force and effect.


Questions or Comments?

If you have any questions or comments, feel free to contact us at 1-800-549-680.

If you contact us, it is helpful if you give a clear description of your question or comment. This will make it easier to sort it out for you. Also include your email or telephone number, so we know where to reach you. We will do our best to respond to your communication within one business day.