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Our Refunds Policy

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Our Refunds Policy Our Refunds Policy

This page describes how we calculate refunds. Our refunds policy does not affect your statutory rights. Some notes about refunds:

     

  • When you send your item back to us (or, in the case of large electrical items delivered via specialist courier, when we collect the item from you), we'll process the returned item then notify you via e-mail of your refund. You can expect a refund in the same form of payment originally used for purchase within 3 - 5 working days of our receiving your return.
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  • You can view completed returns and refunds at the bottom of an order's summary page in Your Account. If the return and refund do not appear in Your Account after four weeks from the day you sent us your return, please contact our Customer Support Team on 0191 414 6302 for further assistance.

 

Our Customer Support Team will guide you through our Returns Policy and provide you with all the required details to process a return.

How Refunds Are Calculated

Items returned because they are damaged, defective or incorrect

If you are returning an item because of an error on our part or, in accordance with our returns policy, because it is damaged or defective, we will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us (either via a personalised pre-paid return label, or by refunding your return postage costs). Specific rules apply to the return of large electrical items. We will also refund the cost of other services provided to you in connection with your purchase, where applicable.

AV Works Ltd will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

Items returned within the seven-day cooling off period

By law, customers located in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. For more information see Your Statutory Rights.

Where you are withdrawing from your purchase within the seven working day cooling-off period, and there has been no error on our part, we will refund the cost of the item and the cost of sending the item to you as follows:

  • where you are returning an item that was part of a larger order, we'll refund the per-item charge for delivery that you incurred
  • where you are returning an entire order, we'll refund applicable per-item delivery charges and the per-delivery charge that you incurred
  • where we collect an item from you, we reserve the right to recover the costs of collection from you.
  • if you use a personalised pre-paid return label, we will deduct the return postage from your overall refund.

We will not refund your costs in returning the item to us and other services provided to you in connection with your purchase unless you return the item to us because of an error on our part, because it is defective, or because it was eligible for Free Returns.

Items returned under the 14-day returns guarantee

Where you are withdrawing from your purchase between seven and 14 days after delivery, and there has been no error on our part, we will refund only the cost of the item. We will not refund the cost of delivery or other services provided to you in connection with your purchase. If you use a personalised pre-paid return label, we will deduct the return postage from your overall refund.

Note: personalised pre-paid return labels are not available for all UK delivery addresses, and they are not available for delivery addresses outside the UK. Our Customer Support Team will provide you with the required return label information.