Refund and Returns Policy

Our Refund Returns Policy

Goods Ordered By Error or No longer required

Customers who wish to return items they ordered in error or don't require any more may have the opportunity to do so, subject to the manufacturer's discretion. To initiate a return, claims must be lodged within five business days of receiving the item. To help with the return process, please note the following guidelines:

Restocking Fee:

A restocking fee may be imposed by the manufacturer for returns; this fee can range from 10% to 50% of the original purchase price.

Condition of Items (Pending Manufacturer Approval):

Returned items should be in pristine, unopened, and new condition, with all security seals remaining intact. It is crucial that the items are returned in their original state and packaging, showing no signs of use or damage.

Return Shipping:

You are responsible for arranging and covering the cost of returning the items, using a trackable courier service. This helps track and confirm that the return can be made safely.

Manufacturer Inspection:

Upon receiving the returned items, the manufacturer will conduct a thorough inspection. They will check that the items are unopened and in new condition, adhering to the return policy guidelines.

Rejected Returns:

In instances where the manufacturer finds that the items are not in their original condition or have been used, they reserve the right to refuse the return. In such instances, it becomes the customer's responsibility to arrange for the retrieval of the declined items. Failure to collect the declined items within 30 days may result in their disposal.

Credit Issuance:

Upon the manufacturer's acceptance of the return, a credit will be issued to the customer. The credited amount will be adjusted, taking into account the restocking fee and the initial delivery charge incurred when the item was purchased.

Goods Damaged In Transit

If your merchandise sustains damage during shipment, please notify us via email at info@trueav.co.uk within 3 days of receiving the items. This ensures that we can promptly address the issue and offer a suitable resolution. Additionally, if you observe any noticeable damage to the goods upon delivery, it is crucial to make note of it on the delivery receipt.

Key points to remember:

Goods Reported Faulty Within 14 Days of Receipt

If you discover a fault in an item you've received, please promptly report it to us via email at info@trueav.co.uk.

Upon receiving your report, we will initiate a thorough troubleshooting process. This troubleshooting may be carried out by our in-house team or in collaboration with the product manufacturer to validate the reported fault.

Regarding the decision to decline a replacement and associated restocking fee:

Should you opt to decline the replacement product, please be aware that a restocking fee, determined by the manufacturer, will apply. This fee typically falls within the range of 10% to 50% of the original purchase price. We will inform you of the exact amount once we receive confirmation from the manufacturer. Return Arrangements and Replacement: If the manufacturer confirms the fault and authorises a replacement, we will guide you through the return process to ensure a seamless experience. It's important to return all items in their entirety, including all original accessories and packaging. Upon receipt of the complete return, we will expedite the dispatch of a replacement product to you. In certain cases, some manufacturers may authorise an advanced replacement, in which case we will send your replacement promptly before arranging the return of the faulty item.

Goods Reported Faulty More Than 14 Days After Receipt

If you experience any problems or failures after the initial 14-day period, it is essential to reach out to the manufacturer directly and take advantage of the provided hardware warranty.