Support

RMA Request:

• To request the return of any item purchased from AVA Distribution, please download our RMA FORM.

Returns for factory sealed, non-defective items shipped from AVAD Warehouse:

• No restocking fee up to 7 Days from date of purchase
• 20% restocking fee 8-30 Days from date of purchase
• No returns after 30 days from the invoice date

Returns for open, non-defective items shipped from AVAD warehouse:

• 35% restocking fee within the first 7 days from the invoice date
• No returns after 7 days from the invoice date

Returns for special order items and/or items shipped from the manufacturer:

• Request will be submitted to the manufacturer and if approved, any restocking fees will be passed on to the customer

Returns for concealed damage items:

• Please notify your sales person within 48hours and submit the following seven pictures:
  All four sides of the box (front, back, left side, right side)
  The serial number on the box (must be legible and match the serial number on the unit)
  The serial number on the unit (must be legible and match the serial number on the box)
  The damage to the unit
• If a replacement is needed, Returns will advise if the replacement can be sent at no cost, or if a replacement purchase order will be necessary. If a replacement is not needed, Returns will advise on the next steps.

Returns for items with visible box damage:

• All damaged item(s) should be refused upon delivery. Please inform your sales person when an item is refused due to damage. A no cost replacement will be sent for refused item(s) if needed. Credit will be issued for refused item(s) when a replacement is not needed.
• If the damaged item(s) are not refused, the Proof of Delivery (POD) should be noted “Box Damage” when signed for.
• If damage was not noted on the POD and the carrier was not contacted within 48 business hours, a claim cannot be filed with the carrier. Returns will advise on next steps.

RMA Terms & Conditions:

• NO RETURNS ACCEPTED WITHOUT AN RMA NUMBER.
• Please email form to service@avad.com.au. Forms not sent to this email address will not be processed for RMA.
• Items can only be returned in original packaging with all accessories and literature/instructions. If not, a fee may be applied.
• If item is DOA/Defective, please provide a detailed description of the fault.
• If item is Damaged, please provide photos of the damaged item plus all sides of the packaging.
• If product is damaged due to customer negligence, the RMA is considered voided and the product will be returned at customers expense.
• Once an RMA is issued, the customer will have 7 days to ship the product back to AVAD. Failure to do so will void the RMA.
• If no fault found is determined through testing at AVAD or by the Vendor the RMA will be cancelled and the customer will need to organise return of the goods.
• AVAD is not liable for damage caused during shipping to or from AVAD.
• Complete one form per product.
• Please include a copy of the RMA form with the product return.