Refund policy
Return Policy
We work differently here at Above AVL - instead of offering a limitless return policy like other online retailers, we work to educate and inform you so that you can make the best decision about your gear purchase - and we're always available via our Quote Request process to answer any questions you have.
At the end of the day, we want to make you happy and get you what you want, but we can't take items back because you change your mind. However, we have some basic rules for returns to keep everything fair for everyone.
Rule #1: Returns for Damaged/Warranty Items
Your items will arrive in the condition promised (typically new and fully functional, though we do sell some B-Stock or used items). If an item arrives and is broken, then we will work with the manufacturer to replace or repair that item.
If the shipment shows damage upon receipt (either Freight or Ground), and the package is signed for, you MUST note the damage at the time of receipt with the freight or ground shipment company (UPS/Fedex) and let us know within 7 days of the date your order was delivered.
Most often, that means the manufacturer will replace the item immediately and then recall the damaged item, but that is up to their individual policies and procedures. If an item breaks under warranty after the first 7 days, it is the responsibility of the customer to pay the return shipping in most cases. Warranties cover manufacturing defects, not damage from handling or mis-use of the product.
If you get your product and it's damaged or doesn't work correctly, of course we will take care of it under warranty. Contact us immediately to make a warranty claim - the manufacturers prefer your dealer process these and we can provide a higher level of customer service to you.
Road cases are susceptible to small dents/dings/broken rivets during transport, and this is generally considered normal wear and tear. Some products (i.e. LED walls, moving lights), may ship in road cases with the road case as the entire shipping container. In these cases, scratches, scuffs, etc, are considered normal wear in the shipping process.
You can always contact us for any return question at gear@aboveavl.com.
Rule #2: Returns for Non-Damaged Items
If your item has already shipped from our warehouse(s) and you wish to cancel it, or you have received your item, we have a few options if you are within the first 30 days of receipt.
We accept returns as long as the return:
1) Is completely unopened and unused. All factory seals are sealed and all items and accessories are present and unused.
2) Items must be returned in the exact same condition as it was received.
3) Software and fog/haze/snow/atmosphere fluids are not returnable.
4) Gaffers tape and other consumable items may only be returned within 15 days of receipt and must be still sealed.
5) B-Stock, Open Box, or Used product may not be returned after the 48 hour inspection window.
6) 3D Printed and built-to-order items are subject to a 25% return fee if in new condition.
7) Custom orders such as LED Video Walls, custom cases, road cases, trussing, and other similar items are Final Sale items and not eligible for return.
8) All returned items must be returned with a valid and company approved RA/RMA number to the address given at the time of the RA/RMA. Do NOT simply ship items back to their initial return address.
9) Shipments must be packed appropriately, meeting the shipping carrier packing specifications. (Typically the original packaging it came in, not inner product boxes by themselves.)
10) A restocking free will be taken from the refund and the customer is responsible for paying the return shipping. Restocking fees vary based on the type of return.
Example 1: Return to Exchange Item
If the wrong item was ordered and shipped, you may send it back (you pay to ship it back), and you have the option of being issued store credit OR swapping the item out for a new order of a similar product. Your credit will be less the 10% restocking fee for unopened items, and up to 25% on opened items (To be determined by the item).
If any items/parts are missing, opened, or damaged in the return, Above AVL will determine the cost of the missing items and adjust the credit/refund accordingly.
Example 2: Return to Refund
If the wrong item was ordered and shipped, you may send it back and request cashback. Your refund to the original payment method will be less the 15% restocking fee for unopened items, and up to 25% on opened items (To be determined by the item).
If any items/parts are missing, opened, or damaged in the return, Above AVL will determine the cost of the missing items and adjust the credit/refund accordingly.
If you've read this far and still want to return an item, contact us by replying to your order email. We will check what the restocking fees are for the items in question and let you know, and then setup the RMA to return the items if requested. We use different warehouses, so restocking fees will vary.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Sales Tax
Above AVL is not required to, and does not, collect state sales or use tax for all states. However, purchases are not tax-exempt merely because a seller is not required to collect state tax. If we did not collect sales tax for all of the products on your order, your state may require you, as the purchasers, to review untaxed purchases and, if any tax is owed, file a state use tax return and pay any tax due. Visit here for more information about use tax.
