Shipping & Returns
Shipping
'AV Australia Online' will endeavor to dispatch ordered products as soon as possible following payment confirmation.
2.1 -Couriers
The Courier may vary depending on parcel size, location and weight. Most parcels are sent via Star Track Express, Australia Post, Australian Air Express and TNT Express.
2.2 - Tracking Details
Once item/s have been sent, Tracking details will be provided via your online account.
On some rare occasions, Tracking details may take 1-3 days to appear.
2.3 - Shipping to P.O. Boxes & Parcel Lockers
Unfortunately not all items can be shipped to PO Boxes and Parcel Lockers due to size limitations and as such we ask that you please call us if you are unsure or provide us with a street address to send your item to.
2.4 - Sending Locations
Products are shipped from Melbourne, Sydney, Perth and Brisbane. To ensure you get you items as soon as possible!
2.5 - International Shipping
We presently only ship to street address locations within Australia and New Zealand. In some cases it may be possible to ship items purchased to other destinations. Please contact us a sales@avaustralia.com.au for more.
2.6 - Shipping Discounts
In some cases discounted shipping may be possible due to order quantity. If you would like shipping cost clarified or believe a bulk shipping discount may apply, please send inquiries to sales@avaustralia.com.au
2.7 - Free Delivery
Some of our major brands come with free delivery. Please look for the Free delivery icon to determine if the product you are purchasing come with free delivery. Some exclusions may apply for remote or difficult to access addresses.
2.8 - Transit Insurance (Aust. Only)
Is available at the rate of $1.00 per $100 order value, i.e with an order of $139.00 insurance would be $2.00 as would an order of $195.00. Minimum insurance $1.00.
Insurance covers you against loss or damage whilst in transit and is strongly recommended for fragile items, e.g. Plasma Screen. When ordering by mail please nominate insurance and include the amount as described. We do not insure your order unless you nominate.
2.9 - Goods Lost or Damaged in transit
Shipping of products is carried out by 3rd party suppliers. It is a customer responsibility to thoroughly inspect all received products and notify courier of any damage.
If you suspect your order may have arrived damaged, i.e. carton crushed or obviously dropped, take the matter up with the courier. We recommend you do not open the parcel except in the presence of the courier, e.g. to verify the existence of damage or otherwise. You may have a claim against the courier if negligence can be proven on their behalf.
It is also a requirement that accompanying paperwork is annotated as 'damaged goods' and advice of damaged goods emailed to sales@avaustralia.com.au. We recommend you take photos of any damaged goods and forward them to AV Australia as soon as possible.
This notification must be received with-in 7 days of receiving the products. A copy of the annotated my be requested by AV Australia staff.
If you have nominated Transit insurance, please contact us via email or 1300 967 244
2.10 - Unsuccessful Delivery
Where a courier is unable to deliver products due to nominated adult not being on-site for delivery/ unclear delivery address/ impossible access, it will become the customer's responsibility to collect the items from a local freight depot or arrange alternate delivery measures. (possibly incurring an additional charge)
2.11 - Delivery Charges
Freight costs for items shipped for delivery will be charged as per quoted shipping cost attached to each shopping cart total at check-out. The total cost does include shipping as described.
2.12 - Additional Charges
Orders that are to be delivered to difficult access, multi-story or remote locations may incur an additional cost. If you believe this may be the case, please contact us by email or phone.
Warranty & Returns
4.1 - Warranty
All goods are supplied with a full 12 month warranty, except where stated otherwise.
Should a product become faulty please complete the Returns Authority Form to obtain an authorisation number. All items covered by manufacturers warranty. See manufacturers warranty terms for more.
4.2 - Returns - the procedure
Not withstanding our warranty policy, if you are dissatisfied with our goods or service please call Freecall number, 1300 967 244 to discuss your options - Our Freecall number is top-of-the-page on the main page of this site.
It is essential to obtain an authorisation number prior to returning any goods to us. Where it is agreed that goods are returnable a re-stocking / inspection / re-packing fee may be incurred. This would be assessed on a case by case basis and will be assessed upon AV Australia receiving the goods. If the return is due to change of mind, it is up to the customer to organise return shipping and the customer will be credited the amount of the items only. Any shipping charges incurred will not be credited back.
All returned goods must be in "as sold" condition including all packaging, instructions, invoices etc. Some items may not be eligible for return, especially if special order items.
Please call us if you would like to check prior to ordering.
We do not accept unauthorised returns.
4.3 - Returns & Repairs
Where such goods have been supplied we undertake to repair or replace on an "express service" basis. It is essential to obtain an authorisation number prior to returning any goods to us. We do not accept unauthorised returns.
Before returning any goods please contact AV Australia for approval and return merchandise by calling our Freecall number, 1300 967 244 AV Australia personnel will help you with any return or repair. The process includes inspecting the product/s, and arranging for the product/s repair, or offering you a replacement.
Products are required to be returned within a reasonable time period. Time-frames may vary depending on the product purchased and may also be contingent on the type of product purchased as well as the price you paid.
If any goods cannot be easily returned to the AV Australia, due to your location, please contact our service staff for help with logistics 1300 967 244
Product/s returned under warranty will be assessed and/or repaired within a reasonable time period. We will of course advise you of the extent of period required to undertake repairs shortly after the item is assessed. Repair times do vary due to reasons beyond ours or the manufactures control, such as parts availability and possibly incorrect fault advise given. We suggest you factor in an additional margin of time to avoid unfulfilled expectations.
If returned goods are assessed to have been misused, damaged accidentally or otherwise, or should returned products assessed NOT to be faulty, you may be required to pay labor, assessment and freight costs. An itemised account of all costs incurred will be provided to you should this case arise.
Should any electrical product/s you return lose settings or user saved preferences during the re-setting and rebooting phases in a repair sequence, you may need to re-establish all preferred setting on return of the product/s.
Purchasing from AV Australia is an acceptance of the above policies.
If you have any question relating to your Order, please contact us on 1300 967 244 or email customer support at sales@avaustralia.com.au
AV Australia reserve the right to make amendments/changes to our terms and privacy without prior notice.