Once the product is delivered, you'll have 30 days to decide that you definitely want to keep it. If you decide it's not suitable, you can return it to us for an exchange or a refund, providing the product is in 'as new' condition and in its original packaging.
We do everything we can to make sure the right item reaches you in perfect condition. If your order arrives damaged, or is incorrect, let us know within 14 days of receiving it and we'll arrange for a free collection.
If your goods develop a fault within the warranty period, we'll quickly repair or replace the item for you. If the fault occurs within the first 180 days of your ownership, we'll collect the goods and deliver them back to you free of charge.
We're unable to accept returns of any custom-made items designed to work together as a unique package. Some items are only eligible for the money-back guarantee if they are returned to us unused and sealed in the original packaging.
For full information on our returns policy, please refer to our returns and refunds information page.
If you decide your order isn't suitable for any reason you can return it - just let us know within 50 days of receiving it. Please keep hold of all the original packaging until you're sure you want to keep the order.
Eligibility for Money Back Guarantee
Important: For hygiene and software licensing reasons, some items are only eligible for our Money Back Guarantee if they are returned to us unused and sealed in the original packaging with all software still "unregistered." Details of exclusions are shown within the product descriptions. Products include:
- Monitors and Headphones
- Earplugs and Ear Protection
- Reeds and mouthpieces for woodwind and brass instruments
- Mouth and Lip-Care Products
- CDs, DVDs and Software
We can collect your return for a small fee, or you can send it back to us yourself. The collection fee can be found in the returns information on each product's page on AV.com.
In the unlikely event that any item in this order is faulty, damaged or incorrect on receipt, notify us within 14 days and we'll arrange a free collection.
When returning an order please ensure products are appropriately packaged and protected, to prevent them from getting damaged.
Summary of returns policies and timescales
This table provides an overview of your statutory consumer rights, compared with our standard returns policy and optional extended money back guarantee and warranty.
| UK & Europe | EU Standard | AV.com Standard | AV.com Optional |
|---|---|---|---|
| Return Period | 14 days | 50 days | up to 180 days |
| Standard delivery charges refunded? | Yes | Yes | Yes, up to 30 days |
| Upgraded delivery charges refunded? | Standard costs only | Standard costs only | Standard costs only |
| Free collection on cancellation | No | No | Yes, up to 30 days |
| Free collection if defective, delivered damaged or incorrect item | Yes, within 14 days | Yes, within 14 days | Yes, within 30 days |
We are unable to accept returns of any custom made items designed to work together as a unique package and some items are only eligible for money back guarantee if they are returned to us unused and sealed in the original packaging. For full information on our returns policy, please refer to our returns and refunds information guide.
