Returns Policy

Returns and Refunds Policy:

Faulty Goods:

All goods are fully supported by our manufacturers warranty processes. If any goods we supply are found to be faulty within 28 days of delivery then an identical new product or a similar product with better performances (if the same product is not available) will be provided as a replacement as soon as the old product is returned to us. All goods we sell come with one year warranty either by the manufacturer or by us. If we cannot find an exact replacement for the faulty product (due to the product discontinued), then we will supply with a better or a similar product. You have to allow some time for this replacement. To return the product you purchased from us, you should fill RMA (Return Merchandise Authorisation) form on our website and our RMA team will get back to you .

Any products returned as faulty will be tested on their return.

We will pay the cost of the return if the goods supplied are faulty or the goods do not comply with the contract.


Goods Damaged in Transit:
If you notice a box damage when you the item is delivered to you, please inform the driver of this and also make a note of the delivery note. This is required to protech yourself and to enable us to claim for the damage caused by the courier or the delivery service provider. If your goods are damaged in transit, we request that you have to email us about the faulty description with your order details.

Returning with RMA number:
Once you submit the RMA request through our e-RMA page  and the RMA request has been accepted, you have to send us your faulty goods with the RMA Number at your own expense. We will then replace the goods under our warranty policy. If the product has developed a fault within 28 days from the date of purchase though you used the product in good care and as described in the manual, then we will compensate the return postage charge (maximum £10.00 or the actual cost incurred, whichever is smaller). If the return postage charge is likely more than £10.00 then you have to contact us so that we can arrange the collection from our side. This is limited to mainland Britain customers only. Please note there may be charges in case the driver cannot collect from you at the time and place agreed in advance as we will be charged from the collection company for the waste journey.

Cancelling your Order:
If you have simply changed your mind about your order and you wish to cancel the contract and return the goods, then you can do so provided you inform us of this decision in writing within 7 working days after the day that the goods are delivered when the written shipping information is given no later than the time that the goods are delivered. If the written information is not given before delivery, but is given within three months after delivery, then the time limit is seven working days after the written information is given. If the written information is not given at all, then the time limit is three months and seven days after the day that the goods are delivered. The returned goods should be in resellable conditions. Once you’ve informed us of your decision to return goods and we have issued you with an authorisation number to return the goods, you should return the goods to us asap within a reasonable amount of time. Once goods are received by AV 10, we’ll issue a full refund for the full cost of the goods - less the cost of any missing accessories or packaging. If the returned item is damaged or not in resellable condition, then we reserve the right to decline the refund. Refunds can only be processed to your original payment method for security reason.

Customers must return the goods if they cancel the contract. If they fail to do so, they will be in breach of the statutory duty.

Please note this policy does have some limitations and does not apply to business customers. We do not compensate for any consequential loss. For overseas customers, please contact us for return procedure.

If there is a price drop of the product you purchased from us, we will give you the refund for the amount of price drop as long as the price has been changed within the next seven days from your original purchase date. You should inform us in writing with your order numbers (or our invoice numbers) to qualify for this price drop compensation.

If a refund is required for a cancelled product this will only be issued via the original payment method and will be processed once the goods are received back into our warehouse and inspected.

Please note
Goods sent back without prior returns authorisation number may be rejected.

Refunds will be given as soon as possible after the customer cancels the contract but, in any event, within 30 days.

For software products, we cannot accept the return if they are opened.

You will own the goods once we have received your payment in full. Normally we send the invoice together with the goods, but we can send you an an electronic invoice if you prefer. Your legal rights are not affected.

How to return

If you think the product is faulty and you wish to receive a replacement, you have to submit the details to us and fill out  the RMA form .

You should prepare the purchase details (order number or our invoice number, date of purchase, the problem, etc) to fill out the form on our website.

You will receive the RMA number from us. Once you receive the number, please write down this number clearly on the outer package and send to us to our Returns Department, AVG Distribution Ltd, 9 Four Seasons Crescent, Sutton, Surrey, SM3 9QR, England, UK

Once we receive the item, then we will replace it if we cannot repair it.
Normal turn around time is about one week. But in exceptional cases, we have to send to the factory if a replacement item is not available or the item has outer damages or scratches (as we cannot sell those if they are repaired later).

If you wish to return an item for the refund under our 7 day money back guarantee, please follow the same procedure as above.

If the product is DOA (dead on arrival) or the product developed a fault due to a fault from the manufacturer, then we will either arrange the collection or reimburse the return postage charge.
If you have further question on our returns policy, please contact us for more details.