Refund policy
AV Access India — Shipping, Return, Replacement & Refund Policy
This policy forms an integral part of the Terms of Sale for all purchases made on www.avaccess.in and affiliated portals operated by Sophus Technosol Private Limited.
1. Shipping & Delivery
1.1 Dispatch Lead Time
All paid orders are normally dispatched within two (2) business days from the date of order confirmation.
1.2 Courier Service
Shipments are sent via insured surface or air courier services with end-to-end tracking. Deliveries do not require a signature unless expressly requested.
1.3 Shipping Charges
a) Shipping fees include freight, handling, and protective packaging.
b) Charges are calculated at checkout based on shipment weight and delivery destination. Multiple orders placed separately cannot be consolidated.
1.4 Risk of Loss
Title and risk in the goods pass to the buyer upon hand-over to the carrier. Sophus Technosol Private Limited nevertheless ensures industry-standard protective packaging for all shipments.
1.5 Visible Tampering
Customers must refuse delivery of any parcel that appears opened, damaged, re-taped, or otherwise tampered. Acceptance of such parcels voids all transit-damage or missing-item claims.
2. Return & Money-Back Guarantee — 7 Days
2.1 Eligibility Window
Eligible products may be returned within seven (7) calendar days of delivery, subject strictly to the conditions stated below.
2.2 Acceptable Reasons for Return
a) Product is defective on arrival (DOA);
b) Product differs materially from the description or images displayed at the time of order;
c) Product is unopened, unused, factory-sealed, and the customer cites an incorrect purchase or “change-of-mind”, except where restricted under Clause 2.3(d).
2.3 Ineligible Returns
a) Products whose factory seal has been broken, except for DOA verification;
b) Consumables, software, or customised products;
c) Return requests raised after the 7-day window;
d) Products with an invoice value below INR 1,100, unless confirmed defective on arrival.
2.4 Important Policy for Products Below INR 1,100
a) Products priced below INR 1,100 are non-returnable for change-of-mind, preference, or sizing/length-related reasons.
b) If a customer nevertheless seeks a return or exchange for such items, the product must be shipped back entirely at the customer’s own cost.
c) Any refund or exchange in these cases shall be considered only after detailed physical and functional inspection at Sophus Technosol’s warehouse and will be approved strictly at the Company’s sole discretion.
2.5 Return Authorisation — Mandatory
Customers must obtain prior written approval by emailing info@avaccess.in before shipping any item back. Returns sent without formal authorisation, also known as RMA, will be refused.
2.6 Restocking & Handling Deductions
For approved change-of-mind returns, a restocking deduction of minimum 20% of the invoice value may apply. It will be evaluated based on the condition of the product returned.
No deductions apply for DOA or description-mismatch cases.
If damage, misuse, or material mismatch is detected, no refund shall be processed.
2.7 Condition Requirements
All approved returns must include the original manufacturer’s box, MRP label, manuals, warranty card, and all accessories, with serial numbers intact and unaltered.
2.8 Customer Documentation Obligation
a) Customers must capture six (6) high-resolution photographs of the sealed parcel from all sides before opening, and another six (6) photographs after unboxing if any issue is identified.
b) These photographs must be emailed within 24 hours of delivery to info@avaccess.in. Videos may be provided additionally but do not replace the mandatory photographs.
2.9 Freight Cost Responsibility
DOA or description mismatch
Return freight: AV Access India
Replacement freight: AV Access India
Change-of-mind — eligible products only
Return freight: Customer
Replacement freight: Not applicable
Misuse, non-defect, or deceitful claim
Return freight: Customer, both directions
Replacement freight: Not applicable
3. Replacement & Warranty Policy
3.1 Dead-on-Arrival — DOA — Replacements
Products confirmed as defective on arrival and reported within seven (7) calendar days of delivery shall be eligible for replacement with a new unit, subject to stock availability and successful verification.
3.2 Manufacturer Warranty Coverage
All AV Access products sold via www.avaccess.in and authorised channels are covered under a limited manufacturer warranty of [insert applicable warranty period] from the date of invoice, unless otherwise stated on the product page.
The warranty covers manufacturing defects only and does not extend to consumable wear, cosmetic issues, or damage arising from misuse.
3.3 Proof of Purchase & Seller Verification — Mandatory
Warranty or replacement claims shall be processed only upon submission of a valid invoice clearly displaying product details, date of purchase, and seller information.
a) For direct warranty support from AV Access India, the invoice must list the seller as “Sophus Technosol Private Limited.”
b) If the invoice lists a different seller or marketplace, the customer must approach the respective seller for warranty support.
3.4 Marketplace-Specific Warranty Handling
a) Amazon purchases
For products purchased via Amazon, customers must contact Amazon Customer Support directly at:
support.in@amazon.com
AV Access India is unable to bypass or override Amazon’s warranty, return, or replacement workflows.
b) Other marketplaces or resellers
Warranty claims must be raised strictly with the original selling entity mentioned on the invoice.
3.5 Warranty Eligibility Conditions
Warranty service or replacement shall be provided only if all of the following conditions are satisfied:
a) The product shows no physical damage, including but not limited to cracks, dents, bent pins, burn marks, liquid ingress, corrosion, or cable cuts;
b) The product has not been subjected to misuse, over-voltage, incompatible power adapters, unauthorised modification, or repair attempts;
c) The original manufacturer box, invoice, manuals, and all accessories are returned;
d) The serial number, QR code, and security markings are intact, legible, and untampered.
Failure to meet any of the above conditions shall render the warranty void.
3.6 Evaluation & Inspection Procedure
All products returned for replacement or warranty claims shall undergo technical evaluation to assess manufacturing defects, misuse, electrical damage, burn-outs, liquid ingress, or serial-number tampering.
The findings of such evaluation shall be final and binding.
3.7 Warranty Resolution
Upon confirmation of a valid manufacturing defect, Sophus Technosol Private Limited shall, at its sole discretion:
a) Repair the product; or
b) Replace the product with an identical or technically equivalent model; or
c) Issue a refund if repair or replacement is not feasible or if the model is discontinued.
3.8 Model Discontinuation
If an identical replacement model is unavailable or discontinued, Sophus Technosol Private Limited may offer an equivalent model or a full refund, at the customer’s choice.
3.9 Warranty Exclusions
The warranty expressly excludes:
a) Physical, cosmetic, or accidental damage;
b) Damage caused by improper installation, incompatible devices, or third-party accessories;
c) Normal wear and tear;
d) Products returned without original box, invoice, or serial number;
e) Issues arising from software, firmware, operating systems, or external peripherals.
3.10 Jurisdiction
All replacement and warranty-related disputes shall be subject to the exclusive jurisdiction of the courts of Bengaluru, Karnataka, India.
4. Refunds
4.1 Refund Conditions
Refunds are initiated only after the returned product passes inspection and all return conditions are fully satisfied.
4.2 Refund Timelines
Approved refunds are processed within seven (7) working days from the date of inspection completion.
4.3 Refund Mode
Refunds are credited to the original payment method wherever feasible; otherwise, funds are remitted to the customer’s nominated bank account.
4.4 False or Misleading Claims
If inspection confirms the product to be fully functional, the customer must arrange return collection at their own cost within 14 days. Unclaimed products will be disposed of after 60 days without further notice.
4.5 Return-Before-Chargeback Condition
Customers must return the product and obtain a valid Return Merchandise Authorisation (RMA) before initiating any external payment dispute or chargeback.
Failure to provide proof of physical return will result in the chargeback being contested as merchant-favoured. Any chargeback filed while the product remains with the buyer will be disputed, and the buyer shall remain liable for the invoice value and associated chargeback fees.
5. Claims for Transit Damage or Missing Items
5.1
All transit-damage or missing-item claims must be reported within 24 hours of delivery along with mandatory photographs as referred to in Clause 2.8.
5.2
Acceptance of visibly tampered parcels voids all transit-damage and shortage claims.
5.3
Sophus Technosol Private Limited’s liability is strictly limited to replacement of the product or refund of the invoice value. Consequential or indirect losses are expressly excluded.
6. General Provisions
6.1
This policy does not limit or override statutory rights available under Indian consumer protection laws.
6.2
Sophus Technosol Private Limited reserves the right to amend this policy without prior notice. The version applicable at the time of purchase shall govern the transaction.
6.3
All disputes shall be subject to the exclusive jurisdiction of the courts of Bengaluru, Karnataka, India.
Need Assistance?
Email: info@avaccess.in
Customer-care hours: 09:30 – 18:00 IST, Monday to Saturday.