Return and Warranty

Before returning item(s), first contact our Customer Service staff to obtain advice and/or a Return Authorization (RA) number.

In order to contact us regarding the return of an order, please visit the 'My Account' section on our website, then select the Order History link, and from option links select 'Order Enquiry'. Alternatively you my send us a message via the Enquiry form located on our website in the 'Contact Us' section.

You may return most items sold by avclarity.com.au within 14 days from invoice date for store credit or refund of the ITEM PRICE.
 
For returns initiated after 14 days from invoice date, avclarity.com.au may, at our discretion, grant a credit of up to 50% of the item's value. 

AV Clarity Pty Ltd is happy to exchange a product or provide a store credit, providing it is returned to us in its original condition, undamaged and unopened, including the original packaging. The customer must cover the freight charges for returning the item to the address nominated by AV Clarity Pty Ltd representative. This policy is in addition to your statutory rights under the Trade Practices Act.

If a product is wrongly described, different from a sample shown or doesn't do what it is supposed to do, you may request a Return Authorization and choose between an exchange, store credit or refund.

Defective or faulty items will, in most cases, require a Return Authorization to be issued so that they can be returned to avclarity for repair or replacement. For items that cannot be repaired or replaced, exchange, store credit or refund of original order price will be offered.

All return requests must be lodged within 14 days of delivery, unless:

• the product purchased from avclarity.com.au becomes faulty or defective after this period
• the arrangements for warranty are to be made with Av Clarity Pty Ltd
• the issue is covered under common warranty conditions (ie. manufacturing defect, not misuse or physical damage)

Refunds will be issued in the original form of payment used for purchase - unless special circumstances prevent this, refund payment is rejected, or is otherwise unavailable and alternate method must be used.

• The items to be returned must be posted to the address nominated by avclarity.com.au within 14 days after the RA number has been issued.
  It is recommended that proof of postage date be obtained and sent with the returned parcel.
• Replacement products will only be shipped after the item in question has been received and case processed by avclarity.com.au.
• All returns must have an RA number.
• Any item that is returned to avclarity.com.au without an RA number risks being returned to sender.
• avclarity.com.au recommends returns be sent by Startrack Express for more secure freight options.
• If you feel that your return falls outside of our policy, then you will need to confirm if your return can be accepted by contacting us first via the enquiry form in the 'Contact Us' section.
• Replacements or refunds under warranty do not apply if the product has not been installed, operated and maintained in accordance with any instructions provided with the product.
• If the product has been used in a manner other than for which it was designed, AV Clarity Pty Ltd expressly excludes any liability, to the extent permitted by relevant legislation, for any indirect or consequential loss (including for loss of revenue or loss of use) arising from or in any way relating to the purchase or use of the product.

a) Order number

b) Date of purchase

c) Detailed description of the problem

d) Photo of product that is damaged during transportation

2. We will first evaluate your return request, may advise on possible solutions, and if acceptable we will issue you with a Return Authorization Number. We will   also provide you address details of where to send your return

3. If possible, please place the item you are returning back into the original avclarity.com.au packing box that it arrived in

4. Please ensure that your RA number is clearly displayed on the outside of the return parcel packaging. AV Clarity Pty Ltd will provide the address to which the parcel is to be sent.
If return is sent via a COD service, prior arrangement must be made, otherwise the return parcel may be rejected, or sender must incur the COD freight charge (this may be deducted from the refund or credit value, or require a payment to be made to AV Clarity Pty Ltd).
Also, please pack the item(s) appropriately - goods packaged without due care may render the return agreement null and void

5. In most cases, only after the returned item(s) has been received, checked and tested will we be able to evaluate the case to advise on, or proceed with solution. This process usually takes 1-2 working weeks

In most cases, returned item(s) are subject to checking, testing, processing and case evaluation procedures before the refund is approved. Once approved, you can expect your refund to be issued within 14 business days. We will notify you via email when your refund has been issued.

All refunds are issued in the original form of payment used for purchase. Once transfer is initiated by us, your refund will process and clear according to the time frame established by your financial institution.

If you paid with a gift card, your refund will be issued in a form of store credit for use at avclarity.com.au.

If you receive a gift purchased from avclarity.com.au, you may return the gift and a credit will be issued to the original purchaser's account. Your item must be eligible for return and must be initiated and sent back to our nominated address within the timeframe stated in our Standard Return Policy.

Gift recipients may only initiate a return if their name appears on the shipping address of the order. If your name is not listed on the order, then we recommend contacting the gift giver so they may initiate the return. All refunds will be issued to the original purchaser's account in the original form of payment.

We regret that we are unable to issue any kind of refund or credit to a gift recipient. In the event that an item arrives damaged or is defective, please have the purchaser of the order contact us to obtain a Return Authorization, and after processing of the returned item, we will be happy to send you a replacement if a spare item is still available.

To initiate your return, please contact Customer Service by visiting avclarity.com.au and making an  enquiry via the 'Contact Us' section

Refunds and credits will not be offered for the following products: 
  - Anything that has been opened/taken out of its plastic wrap, unless the item is defective.
  - Wholesale: No partial case pack returns will be accepted. Product must be returned in the original shipping pack with all individual items unopened. 

As we are a business that must rely on third-party postage and courier service providers, there may be occasional incidents such as incomplete deliveries, missing or stolen parcels, or damaged goods. We appeal for our customer's understanding and sincerely apologise for those who are affected by such incidents and the inconveniences they cause. We ask for our customer's patience and assistance as we negotiate on the matter with our delivery service providers and seek to gain a resolution for the problems.

If the tracking log records the parcel as having been delivered, but is reported to have not been received by the correct recipient, then the case may be that identity fraud has occurred. AV Clarity Pty Ltd will seek information as to the delivery, such as signature or the courier's recollection of events, from the service provider. As part of the investigation of the matter, and the claims process with the service provider, we may request that the recipient scan & email or fax us a copy of their signature from an authority issued identification card.

If the order tracking is recorded as having been shipped, but you have not yet received your orders after 10 working days, please go to the avclarity.com.au website to make an enquiry via the 'Contact Us' section.
When making the enquiry, please provide the order number and/or other relevant details.

As we are a business that must rely on third-party postage and courier service providers, there may be occasional incidents such as incomplete deliveries, missing or stolen parcels, or damaged goods. We appeal for our customer's understanding and sincerely apologise for those who are affected by such incidents and the inconveniences they cause. We ask for our customer's patience and assistance as we negotiate on the matter with our delivery service providers and seek to gain a resolution for the problems.

In preparation, or in response, for the event that an item(s) of your order arrives damaged, please follow the instructions below:

1. If delivered by a courier and damage is visible or otherwise apparent, please inform the courier at time of delivery
2. Take clear quality digital photos of the damage
3. Contact AV Clarity Pty Ltd Customer Service within 24 hours of delivery, stating order details, and a description of the damage.
   A AV Clarity Pty Ltd representative will respond, and advise the email address to which the digital photo files should be sent
4. If delivered by an Aus Post service, please report the damage to the Post Office

Below is a brief overview of the steps we need to take to solve this problem to give you a basic idea of what will happen.

• We report this problem to our carrier, and if eligible make a claim for compensation.
• Our carrier will open an investigation - depending up on the result of the investigation they will approve or reject our claim.
• If they approve the claim, or soundly confirm that it will be successful, we will be able to send a replacement product, or provide a refund.

Please be advised that the entire process may take more than two weeks.

• To know the length of warranty period for a particular product, please refer to the individual product page's description and information section
• Most products from major brands (LG, Samsung, etc) sold at avclarity.com.au have their own warranty arrangements. Please refer to the manufacturer before contacting AV Clarity Pty Ltd, but if uncertain you may contact us for advice