Warranty Returns Policy

Purchase Policy

Our 30-Day Hassle-Free Return Program

Our 30-day return program means you may return your purchase, excluding special orders, non-stock products and opened lamps, to us should you be dissatisfied with your purchase within thirty (30) days of receipt*** of the product. You must return the item(s) to us insured for full value, with original packaging, documentation, blank warranty card, original UPC codes on the manufacturer boxes and all manuals and accessories. If you are returning a projector and it has less than four (4) hours on the lamp, then you will not be charged a restocking fee. If your projector has four (4) to ten (10) hours on the lamp, and/or evidence of excessive wear and tear, you will be refunded your purchase price less a low 15% restocking fee. If your projector has greater than ten (10) hours on the lamp, you may not return the projector for credit or exchange. Instead the projector may be repaired under warranty according to manufacturer guidelines.

For all other items, freight charges, for delivery and return, and related insurance charges, will not be refunded or credited. All returned items are subject to the criteria stated below in the section “Condition of Returned Items.” No return will be accepted and no refund made on any product thirty (30) days after receipt. All non-projector purchases returned within thirty (30) days after receipt are subject to a 15% restock fee. We are unable to accept returns on lamps that have been opened or used. Special order or customized items may not be returned. Special order products include but are not limited to: screens, custom cases, lenses and other non-stock items. Custom screens are non-returnable.

For all returns,contact your AVI-SPL Sales Representative at 0800 181 4426 before the thirtieth (30th) day to request an RMA (Returned Merchandise Authorization) form.

Defective* or D.O.A.** Program

In the case of a defective* or D.O.A.** product(s), no charges will apply. Our Customer Service team must be notified within 30 days of your invoice date if there are any problems with any item(s) upon receipt***. Defective* or D.O.A.** merchandise will be repaired and returned, or exchanged for the same make and model, or for a product of equal value as allowed by the product manufacturer’s policies. There are a few manufacturer exceptions to this policy: Optoma offers a 14 days of receipt*** DOA** products. Sony has a repair only policy.

Please note: non-new, remanufactured or refurbished B-stock or C-stock products are not eligible for exchange if they are Defective* or D.O.A.**. They are eligible for factory authorised repairs only. You may either contact our Customer Service team at 0800 181 4425, or the manufacturer for repair options. Our policy for Defective* or D.O.A.** items on special ordered products will depend on the manufacturer’s warranties.

*Defective means:
Any product that fails to meet the factory specifications determined by the manufacturer

**D.O.A. means:
Dead On arrival. Product will not power up.

***Receipt:
Is the date provided by the carrier as proof of delivery, or the date of the signed delivery receipt for your product.

Manufacturer Pixel Policies

Please know that our suppliers only provide us with their highest quality units available. On occasion a projector may have 1 (one) or more “Off” or “Out” pixels, also referred to as “Bad” pixels. It is industry standard to allow for a few “Bad” pixels on an LCD panel or DLP chip. The actual placement and number of “Bad” pixels allowed varies by manufacturer. The issue of “Bad” pixels does not qualify a projector for replacement as a “Defective” or “D.O.A.” unit, but may be returned to the manufacturer for their evaluation; their decision is final in each of these cases. We apologise for any inconvenience the manufacturer’s policies may cause.

Condition of Returned Items

All returned items must be in new and resalable condition and meet the following criteria:

DO NOT WRITE ON THE BOX. If the box is written on, the returned products will be refused. DO NOT black out or deface manufacturer bar codes and/or labels such as serial numbers; the cost of a replacement box will automatically deduct from your credit.
If your projector has less than four (4) hours on the lamp, then you will not be charged a restocking fee. If your projector has four (4) to ten (10) hours on the lamp, and/or evidence of excessive wear and tear, you will be refunded your purchase price less a low 15% restocking fee. If your projector has greater than ten (10) hours on the lamp, you may not return the projector for credit or exchange. Instead the projector may be repaired under warranty according to manufacturer guidelines. The restock fee will also apply for stocking items that evidence excessive wear and tear.
Projector lamps that have been opened or used are ineligible for return.
Include all accessories in their original wrapping/packing material. The actual replacement cost for missing items will be deducted from your refund/credit.
Include all manuals, warranty/guarantee information, and instructions. The actual replacement cost for missing items will be deducted from your refund/credit.
For all items other than home theatre projectors, the customer pays shipping costs and must insure the package for the purchase value.
Clearly place the RMA number on a label and attach it to the outside of the box OR include the RMA number in the “Ship To” address line.
The RMA number will be open for 7 business days from date when issued to you. If you do not contact us or return the products the RMA number will automatically CLOSE and you will lose the option to return or exchange the products.
Product must be in the original shipping carton with all original packing material.
Warranty

“New in Box” merchandise includes the manufacturer’s standard warranty excluding consumable items such as lamps. Manufacturers may include an extended warranty service beyond their standard warranty period on certain items. Manufacturers provide a one (1) year warranty or less (unless specified otherwise on your invoice or packing slip) on non-new, remanufactured or refurbished, B- or C-graded stock items that covers repair only. Non-new, remanufactured or refurbished, B- or C-graded products do not qualify for D.O.A. exchange. These products will be repaired and returned to purchaser. Please confirm warranty coverage at the time of your purchase.

AVI-SPL disclaims all warranties, express or implied, including any warranty of merchantability or fitness for a particular purpose. AVI-SPL offers no warranties that extend beyond the description on the face hereof.

Refunds

Established account: A full refund will not be issued if purchaser’s account has an open balance. A credit memo will be issued, and credit will be applied first to the invoice on which the products were purchased, then to any other open invoices on the account, beginning with the oldest invoice. Any credit balance remaining will be refunded as outlined below.

Credit card: All refunds for purchases made by credit will be issued as a credit to that same account within a reasonable period of time after inspection of returned products.

Check:All refunds for purchases paid by check, whether prepaid, C.O.D., or open terms (Net 10 or Net 30), will be paid by refund check within a reasonable amount of time, after inspection of returned products.

Limitation of Liability

AVI-SPL shall not be liable under any circumstances for any consequential, incidental, special or exemplary damages arising out of or in any connection with this agreement or the products, including but not limited to lost profits, lost data, or any claim based on indemnity or contribution, or the failure of any limited or exclusive remedy to achieve its essential purpose or otherwise. Purchaser’s exclusive remedy, as against AVI-SPL, shall be the repair or replacement of defective parts.

The Purchase Policy published on our website is always the most recent Purchase Policy and shall supersede all previous policies published either in print or online.

Last updated 3/10/2015