AV Innovation – Delivery and Returns Policy

Last updated: 22 October 2026

DELIVERY INFORMATION

We will always endeavour to ensure that the prices and estimated delivery times displayed on our website are accurate. However, these may occasionally change due to circumstances beyond our control.

We allow an estimated processing time of 2–3 working days to give us sufficient time to process and dispatch orders efficiently.

If an issue arises that is likely to affect the expected processing or dispatch time, we will contact you with an updated estimate.

If you have any questions about your order, please contact us on 0203 621 8718.

Our opening hours for enquiries are:

Monday to Friday: 8:30 am – 4:30 pm.

We aim to dispatch orders within our estimated 2–3 working day processing period. Once your order has been dispatched, we will send you confirmation and tracking information.

We use a next-working-day delivery service where applicable. Delivery times are estimates and may be affected by circumstances beyond our control.

If your delivery has not arrived within the expected timeframe, please check the tracking information and contact the delivery company using the tracking number provided. If tracking information is unavailable or you require further assistance, please contact us.

Nothing in this section limits your statutory rights where an order is not delivered within the period required by law or an agreed delivery period.

RETURNS POLICY

This policy applies to purchases made from AV Innovation by both consumer and business customers. Different rules apply depending on the type of customer and the reason for the return.

Nothing in this policy excludes or restricts any statutory rights or remedies that cannot lawfully be excluded or restricted.

1. CONSUMER RETURNS

A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession.

Change-of-mind returns

If you purchase goods online or by telephone as a consumer, you will generally have the right to cancel your order within 14 days after the day you receive the goods, without giving a reason. Certain statutory exceptions apply.

To exercise this right, you must inform us of your decision to cancel within the applicable cancellation period. You must then return the goods without undue delay and no later than 14 days after notifying us of your cancellation.

You may handle goods as reasonably necessary to establish their nature, characteristics and functioning. Where permitted by law, you may be liable for any diminished value resulting from handling beyond what is necessary for this purpose.

Please return all accessories, connections, cables, power cables and other items supplied with the product. We ask that you use the original packaging where possible.

You may be responsible for the direct cost of returning goods when exercising your right to cancel, provided you were informed of this before entering into the contract and applicable law does not require us to pay.

Return process

To arrange a return, please email sales@avinnovation.co.uk. We will provide a Return Merchandise Authorisation (RMA) number where appropriate and explain the return procedure.

Please package the item securely and include your proof of purchase and RMA number, if one has been issued.

Please send returns to:

AV Innovation
Attn: Returns
RMA No.: [Insert RMA number, if applicable]
3 Church Road
Farnborough Village
Kent BR6 7DB
United Kingdom

We recommend using a tracked delivery service and retaining proof of postage.

An RMA number is an administrative aid and is not a condition of exercising a statutory cancellation right. You must still notify us of your cancellation within the applicable time limit.

Refunds

Where you exercise a statutory right to cancel a contract for goods, we will refund the payments required by law, including the cost of standard delivery where applicable. If you selected a more expensive delivery option, we will refund no more than the cost of the least expensive standard delivery option offered.

We may withhold the refund until we have received the goods or you have provided evidence that you have sent them back, whichever happens first.

We will issue refunds without undue delay and within the applicable statutory deadline, generally no later than 14 days after we receive the returned goods or, if earlier, evidence that they have been sent back.

Refunds will normally be made using the same payment method used for the original purchase, unless you expressly agree otherwise. We will not charge a fee for processing a refund.

2. BUSINESS RETURNS

A business customer is a customer purchasing goods wholly or mainly for purposes relating to their trade, business, craft or profession.

The statutory consumer cancellation rights described above will not ordinarily apply to purchases made by business customers.

Change-of-mind returns

Requests from business customers to return non-faulty goods because they have changed their mind will be considered on a case-by-case basis. Acceptance of a return is at our discretion, subject to the terms of the relevant contract and applicable law.

Please contact sales@avinnovation.co.uk before returning any goods. We will confirm whether the return can be accepted and provide the applicable return instructions.

Where we agree to accept a business return, we may apply a restocking fee depending on the nature of the order, the product and the circumstances of the return. Any applicable restocking fee, return postage costs and refund arrangements will be communicated and agreed with the customer before the return is authorised.

Business customers must not return goods without first obtaining our agreement and any applicable RMA number.

Where a business return is accepted, goods should be returned securely packaged, with all accessories, cables, connections and other items originally supplied. Original packaging should be included where available.

Faulty or incorrectly supplied business orders

If goods supplied to a business customer are faulty, damaged, incorrectly supplied or otherwise fail to comply with the contract, please contact us promptly at sales@avinnovation.co.uk.

We will assess the issue and discuss the appropriate remedy in accordance with the contract and applicable law. Any restocking fee for an agreed change-of-mind return will not automatically apply to a return arising from a fault or our failure to comply with the contract.

Nothing in this policy excludes or restricts any rights or remedies that cannot lawfully be excluded or restricted.

3. FAULTY, DAMAGED OR INCORRECTLY SUPPLIED GOODS

If you receive goods that are faulty, damaged, not as described or incorrectly supplied, please contact sales@avinnovation.co.uk and explain the issue. Please include your order number and, where possible, photographs to help us assess the matter.

We will discuss the appropriate next steps, which may include a refund, repair or replacement, depending on the circumstances and applicable law.

Where applicable law requires us to cover the cost of returning faulty, damaged or incorrectly supplied goods, we will do so or provide appropriate return arrangements.

Please include all accessories, connections, cables, power cables and other items supplied with the product where possible.

Original packaging and proof of purchase can help us process a return, but a lack of original packaging or failure to record damage on delivery documentation will not, by itself, remove any statutory rights that apply.

4. RETURNS NOT COVERED BY STATUTORY CANCELLATION RIGHTS

For voluntary returns outside statutory cancellation rights, the return must be agreed with AV Innovation in advance.

For business customers, acceptance of non-faulty returns is subject to our case-by-case assessment and any agreed return conditions, including any applicable restocking fee.

For consumer customers, any additional voluntary returns arrangements we offer are separate from and do not reduce statutory rights.

5. QUESTIONS

If you have any questions about our delivery or returns policy, please contact us:

Email: sales@avinnovation.co.uk
Telephone: 0203 621 8718

Enquiry opening hours: Monday to Friday, 8:30 am – 4:30 pm.