Introduction
We understand that from time to time you may wish to return a product to us.
We have created this returns policy to enable you to return products to us in appropriate circumstances.
This returns policy applies to customers in England and Wales.
All returns require a Return Request Form to be completed within 7 days following delivery of the product.
This policy does not affect any statutory rights you may have such as consumer rights under the Consumer Protection (Distance Selling) Regulations 2000.
Replacement Lamps
AV Parts Master provides an unprecedented 90 day warranty on all lamps for any brand for faults due to defective materials or workmanship. The warranty commences from the day of dispatch from AV Parts Master and is extended if the manufacturer's warranty is longer than 90 days. However, before returning any item, please read through the following terms and exceptions.
Projectors, Screens & Other Items
All new products (except Replacement Lamps) come with a minimum 12 months manufacturers warranty. We manage this for some manufacturers, others require you to contact them directly. Please contact us to inquire about the warranty on your product.
Clearance Items
Please note, our clearance and graded stock can vary with regards to warranty. Be sure to enquire when purchasing.
Damaged or Defective Goods
If goods arrive in a damaged or defective condition you must sign for the goods as damaged or as unchecked. Then you must notify us within 3 days of the delivery. If the goods are damaged in transit, please repack the items exactly as they were on arrival and contact us. Do not move the items to another address; the courier company may insist a damage inspection is necessary, or request a photo of the damage. If the goods are removed from the delivery address or the packing is discarded it can invalidate your shipping insurance.
Provided both our terms and the courier’s terms have been adhered to, the goods will be either exchanged or refunded. If we find the goods are not defective, they will be returned to you and you will be charged for any administration and carriage costs.
With regards to damaged items, we must be notified within the first three days from receipt to qualify for our insurance; unfortunately, any claim outside this period cannot be supported. With regards to faulty goods, we must be notified within the first month to qualify for a collection. From the returns authorisation number’s issue date, you have 28 days to get the item(s) back to us by the relevant method.
In the unlikely event an item is defective, damaged, or incorrect through an error on our part, we will collect the item(s) with our courier (before we can do this we require confirmation of your availability).
Ordered in Error / No Longer Required
If the wrong item is ordered in error, in most cases we will take the item back subject to a minimum 20% restocking fee of the price you paid. All items must be returned in their “original unopened condition” with all seals intact. Special purchase items are non-cancellable/returnable, you will be advised of such items at point of purchase.
Incorrect Product Supplied
We work hard to ensure the right product is shipped to you but in the event that an incorrect item is shipped we will credit the item in full once returned. Please consult with our sales team before ordering a replacement to ensure that we do not repeat the error.
Credit
We only issue credits for returned products once the item has been returned and checked. Please note, credits can take up to 7 days to be processed once the goods are received back with us.
Returns
Where you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where:
- (a) We receive the returned product within 14 days following the date of delivery of the product;
- (b) The returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact),with any labels still attached, and otherwise in a condition enabling us to sell the product as new;
- (c) You comply with the returns procedure set out below; and
- (d) None of the exclusions set out below apply.
Returns procedure
In order to take advantage of your rights under this returns policy, you must:
- (a) Complete a Return Request Form within 7 days following the date of delivery;
- (b) Wait for our response to your return request. If your return has been approved you will be issued a RETURN AUTHORISATION NUMBER (RAN). If your return has not been approved we will email you the reason for the refusal;
- (c) Once we have raised a CRMA we will send you this by email confirmation;
- (d) It is important that the items be returned in the original manufacturer's packaging complete with any accessories, manuals, or other documentation. Failure to do so may affect how we deal with your item on return. Please also cover the original packaging and attach the returns paperwork and the RMA number to the outer covering. Do not write on or attach paperwork to the original manufacturer's packaging.
All products returned under this policy must be sent by the same shipping method we used to dispatch the item(s). This is to ensure adequate shipping insurance. Please follow any shipping instructions we issue to ensure safe shipment to us. Our returns department operates 9:00 am - 5:30 pm, Monday – Friday. The address of our returns department is:
RETURNS DEPARTMENT
AV Parts Master Ltd
Unit 1, Wokingham Commercial Centre
Molly Millars Lane
Wokingham
Berkshire
RG41 2RF
You will be responsible for paying postage costs associated with returns under this policy.
Exclusions
The following kinds of products may not be returned under this policy:
- (a) Opened and used products, unless faulty;
- (b) DVDs, CDs, and other audio or video or audio-visual recordings;
- (c) Computer software (whether on CD-ROM, DVD-ROM, or otherwise);
- (d) Any product made to your specification;
- (e) Any product made to order.
Refunds
We will issue you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy. Refunds are processed after we have received and checked the products returned.
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
We will process the refund due to you as soon as possible and, in any event, within 30 days of the day we received your returned product.
Improper returns
Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):
- (a) We will not refund or exchange the product;
- (b) We may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
- (c) If we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
About us
Our full name is AV Partsmaster Ltd.
Principal trading address is Unit 1, Wokingham Commercial Centre, Molly Millars Lane, Wokingham, Berkshire, RG41 2RF.
Our company registration number is 5642730.
Our email address is customerservice@avpartsmaster.co.uk.
Our VAT number is GB 835 4881 01.
