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Return a Damaged, Defective or Incorrect Item

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Return a Damaged, Defective or Incorrect Item Return a Damaged, Defective or Incorrect Item

This page explains what to do if you've received a damaged, defective or incorrect item from AV Works Ltd. This returns policy does not affect your statutory rights.

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

If the item was damaged in transit

  • If you take delivery of an AV Works Ltd package and the contents have been damaged in transit, you can return the item(s) to us within 14 days of receipt for exchange. Please contact our Customer Support Team on 0191 414 6302 or support@av-works.com to initiate the returns process.

If the item is defective (within 14 days of receipt)

  • You have the right to return a faulty item within a reasonable period of time. Please keep all the warranty information that accompanies your item as this may be needed should there be a fault. In the unlikely event that you have a faulty item, you may find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you. If you choose to return the item to us, please contact our Customer Support Team (within 14 days of receipt). In case the item has become defective after 14 days please contact our customer service to obtain returns information.

If the item becomes defective (after 14 days of receipt)

  • Please keep all the warranty information that accompanies your item as this may be required by the manufacturer, should there be a fault. The manufacturer will be in a better position than the retailer to offer assistance with technical problems affecting its products. In the unlikely event that you have a faulty item, you will find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you. In a case where the item has become defective after 14 days, you can of course contact us to obtain manufacturer contact details or returns information.

If we sent you an item you did not order (an "incorrect" item)

  • As soon as you find out we've sent you an incorrect item, call our Customer Support Team on 0191 414 6302 or email support@av-works.com. Send the incorrect item back to us using a personalised return label and we'll make sure you are not charged for it. If you want us to replace the item we sent you with the item you ordered, please inform our Customer Support Team, and we'll send you the correct item as soon as we can.

Special rules apply to the return of large electrical items delivered via specialist courier. See Return a Large Electrical Item.

Note: in the event of AV Works Ltd sending you a replacement for a damaged, defective or incorrect item, you must return the original item to AV Works Ltd within 14 days of our e-mail confirming the issue of the replacement item. Provided you return this item to us within the 14 days, you will have nothing more to pay. If you do not return the original item to us by the end of the 14 day period, we reserve the right to charge an amount equal to the price of your original order to the payment card you used for the order.