AudioVisual Online Return Policy
The page contains a summary of the important parts of our returns policy, full details can be found in our terms and conditions.
Please find our delivery page here.
Get a Returns Number
Our policies are explained below for unwanted and faulty items, please read these before proceeding.
You can start the returns process via our website by logging into your account, viewing the order and using our returns tool.
If you don’t have an account you can use our online form to request a return.
Once we’ve confirmed your return, please ensure you include your reference number in your package. Standard paper based return forms are included with all deliveries, you can also download a printable copy.
Unwanted Items
If you are not satisfied with an item supplied you can return it to us for a refund or store credit. To do so please notify us (via your account, email, by letter or standardised form, or by phone) within 14 days of receipt. We will contact you with details on how to proceed. A few exclusions apply*.
Please ensure that all returns are packaged well to avoid damage and include everything that was supplied (all manuals, accessories and bundled items etc. must be returned). You will have to cover the costs of returning the item and we strongly suggest using some form of tracked and insured delivery service.
*The following items cannot be returned:
- Items collected in person or where they are delivered after you have inspected a demonstration model in person.
- Items which are custom made to your specifications or clearly personalised. For example made-to-order cables and furniture.
- Items purchased by a company (B2B transactions).
Refunds will be processed when we receive your return. We will refund the cost of the items purchased, plus our standard delivery charge. Any additional delivery options paid for (e.g express services) are non-refundable.
We reserve the right to reduce the amount of money refunded for goods returned which show evidence of damage or use beyond the handling necessary to see whether the goods are as expected.
Faulty Items
We’ll do our best to resolve your issues as soon as possible. The way in which we solve your problem will depend on the nature of the fault and the available options. Some issues which appear as faults can often be solved with appropriate technical advice so please contact us if you are unsure.
In some circumstances we may collect the item from you. Please be aware we will be unable to collect any item where the original protective packaging is not available. For this reason we strongly suggest you keep intact all packaging in which your goods arrive.
You can initiate a return for faulty items from your account. If you do not have an account, please use our online form to request a return.
Please don’t send anything until you hear from us. When sending your item clearly indicate the returns number on the address label and make sure the senders address is attached to the package.
Getting Your Return To Us
We will provide full returns instructions via email along with your reference number. Please take care when packaging all returns to avoid damage in transit.
If you opt to send via Royal Mail, please ensure you have attached sufficient postage. If in doubt, consult your local post office. Where postage has been left unpaid (or underpaid) packages will not be collected and may eventually be returned to you.
For more information visit AudioVisual Online
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