Refund policy
Returns, Refund & Warranty Policy
Returns
At Universal AV Solutions, we supply genuine professional AV, IT and collaboration products sourced from authorised manufacturers and distributors.
As most of our products are commercial and professional-grade equipment, returns for change of mind, incorrect selection or compatibility issues are not accepted.
Customers are requested to review product specifications carefully before placing an order.
Damaged, Incorrect or Defective Products
If you receive a product that is:
- Damaged during transit
- Incorrectly supplied
- Missing parts or accessories
- Dead on Arrival (DOA)
please notify us within 48 hours of delivery by emailing support@universalavsolutions.com along with:
- Order Number
- Invoice
- Product photographs
- Packaging photographs
- Description of the issue
Claims reported after this period may not be eligible for replacement.
Exchange Policy
Products eligible for exchange will be replaced only with the same model, subject to verification and approval.
Exchange requests are accepted only when:
- The product has a verified manufacturing defect.
- The product was delivered damaged.
- An incorrect product was shipped by Universal AV Solutions.
We do not offer exchanges for:
- Incorrect model ordered by the customer
- Colour preference
- Compatibility issues
- Buyer's remorse
- Products damaged due to misuse or improper installation
Warranty
Most products sold by Universal AV Solutions are covered by the respective manufacturer's warranty.
Warranty service, repair or replacement is provided strictly in accordance with the manufacturer's warranty terms.
Customers may be required to:
- Contact the manufacturer's authorized service centre directly, or
- Ship the product to the designated service location for inspection.
Universal AV Solutions will assist customers in coordinating warranty claims whenever possible.
Return Shipping
Unless the product was supplied incorrectly or damaged during transit:
- Customers are responsible for shipping products to the authorized service centre or designated return address.
- Shipping charges paid at the time of purchase are non-refundable.
For products approved for replacement due to our error or verified transit damage, Universal AV Solutions will bear the cost of shipping the replacement product.
Non-Returnable Products
The following products are not eligible for return or refund:
- Software licenses
- Digital activation keys
- Downloadable products
- Special-order or customized products
- Products damaged due to misuse, improper installation or unauthorized repair
- Products returned without original packaging or accessories
- Products with tampered serial numbers or warranty labels
Refund Policy
Refunds are issued only when:
- A replacement product is unavailable.
- An order is cancelled before dispatch.
- Universal AV Solutions is unable to fulfil the order.
Approved refunds will be processed to the original payment method within 7–10 business days after approval.
Shipping charges and payment gateway charges, where applicable, are non-refundable unless the refund is due to our error.
Installation Services
Installation and commissioning charges are non-refundable once the service has been completed.
Any service-related concerns should be reported within 48 hours of installation.
Contact Us
For returns, warranty assistance or exchange requests, contact:
Universal AV Solutions
📧 Email: support@universalavsolutions.com
🌐 Website: www.universalavsolutions.com