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returns policy

> Introduction

We understand that from time to time you may wish to return a product to us.

We have created this returns policy to enable you to return products to us in appropriate circumstances.

This returns policy applies to customers in England and Wales.

All returns require a Return Request Form to be completed within 7 days following delivery of the product.

This policy does not affect any statutory rights you may have such as consumer rights under the Consumer Protection (Distance Selling) Regulations 2000.



AV Parts Master provides an unprecedented 90 day warranty on all lamps for any brand for faults due to defective materials or workmanship. The warranty commences from the day of dispatch from AV Parts Master and is extended if the manufacturers warranty is longer than 90 days. However, before returning any item, please read through the following terms and exceptions.


All new products (except Replacement Lamps) come with a minimum 12 months manufacturers warranty. We manage this for some manufacturers, others require you to contact them direct. Please contact us to inquire about the warranty on your product.


Please note, our clearance and graded stock can vary with regards to warranty. Be sure to enquire when purchasing.


If goods arrive in a damaged or defective condition you must sign for the goods as damaged or as unchecked.  Then you must notify us within 3 days of the delivery. If the goods are damaged in transit, please repack the items exactly as they were on arrival and contact us. Do not move the items to another address; the courier company may insist a damage inspection is necessary, or request a photo of the damage. If the goods are removed from the delivery address or the packing is discarded it can invalidate your shipping insurance.

Provided both our terms and the courier’s terms have been adhered to, the goods will be either exchanged or refunded. If we find the goods are not defective, they will be returned to you and you will be charged for any administration and carriage costs.

With regards to damaged items, we must be notified within the first three days from receipt to qualify for our insurance, unfortunately any claim outside this period cannot be supported. With regards to faulty goods, we must be notified within the first month to qualify for a collection. From the returns authorisation number’s issue date, you have 28 days to get the item(s) back to us by the relevant method.

In the unlikely event an item is defective, damaged or incorrect through an error on our part, we will collect the item (s) with our courier (before we can do this we require confirmation of your availability).


If you have ordered the wrong item by mistake we can offer a replacement not a refund. If the item is no longer required, and you do not require a replacement we will in most cases take the item back subject to a restocking fee. As long as the item comes back in perfect condition, this fee is typically at least 20% and will not exceed 30% of the price you paid.

Occasionally we cannot accept a return of your item. If you have purchased a special order item we have advised you at the time of purchase that the product was made or bought in to order. All special purchase items can only be returned for replacement or repair if faulty.


We work hard to ensure the right product is shipped to you but in the event that an incorrect item is shipped we will credit the item in full once returned. Please consult with our sales team before ordering a replacement to ensure that we do not repeat the error.


We only issue credits for returned products once the item has been returned and checked. Please note, credits can take up to 7 days to be processed once the goods are received back with us.


(2)           Returns

Where you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where:


(a)            We receive the returned product within 14 days following the date of delivery of the product; 

(b)            The returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;

(c)            You comply with the returns procedure set out below; and

(d)            None of the exclusions set out below apply.


(3)           Returns procedure

In order to take advantage of your rights under this returns policy, you must

(a)            Complete a Return Request Form within 7 days following the date of delivery      

(b)            Wait for our response to your return request.  If your return has been approved you will be issued a RETURN AUTHORISATION NUMBER (RAN). If your return has not been approved we will email you the reason for the refusal;

(c)            Once we have raised a CRMA we will send you this by email confirmation  

(d)            It is important that the items be returned in the original manufacturers packaging complete with any accessories, manuals or other documentation. Failure to do so may affect how we deal with your item on return.  Please also cover the original packaging and attach the returns paperwork and the RMA number to the outer covering.  Do not write on or attach paperwork to the original manufacturers packaging.


All products returned under this policy must be sent by the same shipping method we used to dispatch the item(s) this is to ensure adequate shipping insurance.  Please follow any shipping instructions we issue to ensure safe shipment to us. Our returns department operates 9.00am 5:30pm, Monday – Friday.  The address of our returns department is:



AV Parts Master Ltd

Unit 1, Wokingham Commercial Centre

Molly Millars Lane



RG41 2RF


You will be responsible for paying postage costs associated with returns under this policy.


(4)           Exclusions

The following kinds of products may not be returned under this policy:


(a)            Opened and used products, unless faulty;

(b)            DVDs, CDs and other audio or video or audio-visual recordings;

(c)            Computer software (whether on CD-ROM, DVD-ROM or otherwise);

(d)            Any product made to your specification;

(g)            Any product made to order;


(5)           Refunds

We will issue you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy. Refunds are processed after we have received and checked the products received

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

We will process the refund due to you as soon as possible and, in any event, within 30 days of the day we received your returned product.


(6)           Improper returns

Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):


(a)            We will not refund or exchange the product;

(b)            We may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c)            If we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.


(7)           About us

Our full name is AV Partsmaster Ltd

Principal trading address is Unit 1, Wokingham Commercial Centre, Molly Millars Lane, Wokingham, Berkshire, RG21 2RF

Our company registration number is 5642730

Our email address is

Our VAT number is GB 835 4881 01