Frequently Asked Questions
Q: How are you able to sell at such low prices?
A: We purchase directly from the manufacturers or major distributors and drop ship (a lot of the time we don't even see your purchase) straight to your door. We also operate with lower overhead than most high street retailers and this gives us the ability to offset those high rents and rates, that we don't pay, against the goods we buy. All this has a knock on effect, you get the best prices on the top brand-name products.
Q: Are all your products authentic?
A: In other words do we sell Grey Imports, No! All products we sell are 100% authentic to their respective brand names and ship to you with their original retail packaging and all applicable extras etc. If you get told "that AVpeople sells Grey Imports, thats why they are so cheap," then tell us, who told you.
Q: Do your products come with a warranty?
A: Absolutely! All products sold include a full manufacturer's warranty and are subject to each manufacturer's warranty terms and conditions. Specifics regarding each product/brand warranty can be found on the item's product page of our website.
Q: Why don't you publish a phone number?
A: In an effort to reduce overhead and keep our prices low, we've elected to handle all customer inquiries via email rather than employ a call center staff. With our email inquiry system, you'll typically get a quick response. However, if you need assistance via an alternative method, please submit a request through our contact us page and we'll attempt to contact you as soon as possible.
Q: Do you ship worldwide?
A: No, we only ship within the UK
Q: Do you offer any additional discounts?
A: We work diligently to make sure our pricing is always competitive through continuous competitive pricing analysis, both on and offline. However, if you feel our pricing is not competitive on a particular product please let us know and we'll promptly look into it.
Q: Do you charge VAT?
A: Because we do a lot of business to business transactions, all prices listed include VAT. If you require seperate VAT invoice, please email us.
Q: What about shipping?
A: All our advertised prices exclude shipping costs, the delivery cost will be calculated on the check out. For delivery to Isle of Man, Shetland Islands, Outer Hebrides, Scottish Highlands or areas outside of UK entirely please contact us for an individual quote.
Delivery time is usually next working day so long as the item in question is in-stock and the order is received before 3pm on the previous working day. Of course some couriers can be delayed despite our best efforts in paying for a guaranteed next-day service!! For non-stock items we normally deliver within three working days, however you will be contacted should this not be the case or should there be a problem with your order. Our best efforts will always be made to ensure you are not sitting in waiting for a delivery that does not arrive!
All our deliveries are insured by the courier, should an item arrive damaged you must make a note on the consignment note with the courier and contact us immediately. Many courier firms will forego responsibility for lost or damaged deliveries if not informed within a reasonable amount of time (2-5 working days MAX). Our advice is, better to be safe than sorry and contact us immediately should anything seem wrong.
Q: What about returns?
A: Most of our products are guaranteed for 12 months by the manufacturer, many offer more than 12 months. However we cannot be expected to guarantee against damage caused through incorrect use/installation such as commercial use of a domestic product, nor damage caused by human error such as incorrect wiring, overdriving of speakers etc.
Should your ordered item arrive damaged or faulty please contact us immediately and we will arrange exchange, usually under the manufacturers dead on arrival (DOA) policy or a full credit against the item. Please note the product must be returned to us in exactly the condition you received it in, with all packaging, instruction manuals and accessories.
You have the right to cancel an order anytime up to 7 working days from the day of delivery of the item, and return the unused goods back to us for a refund. However we must be notified in writing of your request to cancel your order, and the item(s) must be returned within 7 days of your notification of cancellation. A handling charge will be incurred to cover administration costs and the original shipping costs. Please note customised products or special orders are exempt from this. Such products include pre-cut lengths of cable, specially modified electronic devices (e.g. video processors with SDI input modification) or specially ordered items (customer request over the phone not listed on our website) which are subject to a fixed 20% restocking fee.
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