Last updated 26 August 2026. This policy explains what to do if something arrives faulty, arrives wrong, or simply is not what you wanted. Start every return by emailing hello@avsupply.co.za.

Do not send anything back before you have heard from us. We need to log the return and tell you where to send it, and an unannounced parcel is a parcel we cannot match to an order.

Changed your mind: seven day cooling off

Because you bought online, the Electronic Communications and Transactions Act gives you seven days from delivery to cancel and return the goods without giving a reason and without penalty.

You pay the cost of getting the goods back to us. We charge no handling fee inside these seven days. The goods must come back unused and complete, in their original packaging, with everything that was in the box.

We refund the full purchase price, including the original delivery charge, within a reasonable period of receiving the goods back and checking them.

Changed your mind after seven days

Between day eight and day fourteen we will usually still take an unwanted item back, but at our discretion rather than as of right. The item must be sealed, unused and in resaleable condition.

A 15 percent handling fee applies in this window, and you pay return delivery. We do not refund the original delivery charge. After fourteen days we no longer accept change of mind returns.

This window does not apply to special order or configured items. Those are ordered specifically for you and cannot be returned once placed.

Faulty goods

The Consumer Protection Act gives you six months from delivery to return goods that are defective, unsafe, or not fit for their ordinary purpose. Within that period the choice of remedy is yours: repair, replacement, or refund.

Tell us within thirty days of delivery and we pay the return shipping. After thirty days you cover getting the item to us, and we cover getting the remedy back to you.

Faulty items are assessed, and where a manufacturer warranty applies we may need to send the item to them. We will tell you if that is happening, and give you a realistic timeframe for it.

Wrong item, damaged in transit, or short delivery

This is our problem, not yours. Tell us within fourteen days of delivery and we will collect the item at our cost and send the correct one, or refund you in full if you would rather not wait.

Visible transit damage helps us if you photograph the box and the contents before unpacking further, and tell us the same day. It is not a condition of the return, it just makes the courier claim faster.

What we cannot take back

• Software, licences and activation keys once the seal is broken or the key has been issued
• Special order, indent and configured items ordered specifically for you
• Items damaged by incorrect installation, misuse, unauthorised repair, or power surge
• Consumables and items sold as clearance or final sale, where that is stated on the product page
• Goods returned incomplete, without original packaging, or in unresaleable condition, other than genuine warranty claims

None of these exclusions limit your rights under the Consumer Protection Act where goods are genuinely defective.

How refunds are paid

Refunds go back to the method you paid with. We do not refund to a different card or account, because that is how card fraud is laundered.

We process the refund once the returned goods have arrived and been checked. How quickly it then appears depends on your bank or card issuer, which is outside our control.

Warranties

Most of what we sell carries a manufacturer warranty in addition to your rights under the Consumer Protection Act. The length varies by brand and is shown on the product page where we have it.

A manufacturer warranty is in addition to your statutory rights, never a replacement for them.

Starting a return

Email hello@avsupply.co.za with your order number, what the item is, and what is wrong with it. Photographs help for damage and for anything that arrived incorrectly. We will reply with a return reference and the address to send to.