Refund policy

AV Express - Business Policies


Resale Policy:

  • Products purchased from AV Express shall not be resold online, directly or indirectly without the manufacturers' express written consent.

  • Resale must adhere to manufacturers' specific pricing policy guidelines.


Price Matching:

  • AV Express may match a lower price from an authorized distributor for an identical item.

  • Price match requests can be submitted to sales associates or via email (sales@avexpress.net).  Documentation of the lower price may be required.


Return Policy (Excludes special orders, clearance, and discontinued items):

  • Timeframe: Returns are accepted within 30 days of purchase. Returns after 30 days require additional approval and are granted on a case-by-case basis.

  • Non-Defective Units: May be subject to a minimum 5% restocking fee (at AV Express's discretion).

  • Defective Units: Will be exchanged for the same or equivalent model, store credit, or a refund. Units that have missing/damaged parts may have a minimum 10% restocking fee based on condition.

  • Process:

    • Email returns@avexpress.com for inquiries or return shipping labels.

    • Products must be in original packaging.

    • Return authorization is required prior to shipping. Contact returns@avexpress.com for written return approval.


Advanced Replacement:

  • Available for urgent swap-out situations on a case-by-case basis.

  • Requires full payment prior to shipping, including any outstanding balances.

  • After receiving the replacement, the original product must be returned in its original packaging with all accessories.

  • Upon receipt and inspection of the returned item, a refund (less any applicable restocking fees) will be issued. Credit may be applied to past due or over-credit limit balances.


Shipping:

  • Inspection: All shipments that require a signature must be inspected upon receipt before signing for a delivery.  Signing confirms receipt of correct items and quantity in good condition.  Damage claims for signed deliveries must be filed directly with the carrier by the customer.  Refuse damaged shipments and notify your AV Express rep within 48 hours.

  • Liability: AV Express's liability for defective or damaged merchandise is limited to the product cost and does not include miscellaneous charges like delivery or shipping.

  • Small Package Items (UPS/FedEx):

    • Orders of $500 or more (before taxes) ship free via ground (FedEx/UPS Ground) within the 48 contiguous states (excluding Alaska and Hawaii).

    • Free shipping excludes express services.

    • Oversized orders may ship palletized via freight carrier at AV Express's discretion.

    • Product discrepancies must be reported within 48 hours of receipt.

    • Certain bulky or valuable items (TVs over 40", large mounts/lifts, projectors, assembled racks, screens, bulk wire, conduit, special orders) do not qualify for free freight.

  • Bulk Items: Freight costs are calculated at checkout.

  • Freight Program Changes: Subject to change without notice.


Special Orders:

  • All special-order sales are final. No cancellations, adjustments, or returns are accepted unless explicitly granted by the vendor.

  • Full payment is required before AV Express places the order.

  • Shipping and handling balances are due before pickup or delivery.

  • AV Express is not responsible for incorrect product orders resulting from inaccurate information.