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WarrantyWarranty ServiceService and Repair RA formRA Form

 


Warranty

At AVE we value our customers and want to make your shopping experience the best it can be. If anything goes wrong with your product, you should always contact our head office and we will do everything we can to help. Except for consumable items (for example; Effects Fluids and Cables), all products sold by AVE are covered by a 12 month, return-to-base warranty. This warranty is in addition to and does not exclude your rights guaranteed by Australian Consumer Law.

As part of your AVE warranty, we also include a 14 day Freight return policy. If your newly purchased product faults within the first 14 days of your original purchase date, AVE will cover the cost of freight return and re-delivery of your product if your faulty item is deemed under warranty.

Please note: AVE makes every effort to ensure that the information on our website is accurate. However, please note that we cannot be held responsible for any error or omission that is beyond our control. We also cannot offer compensation to customers for any system errors that are beyond our control.


Returning your Product

Warranty returns will be accepted if:

  • The product is faulty or is not of acceptable quality,
  • The product is not fit for its advertised purpose,
  • The product does not match the description
  • The product is still covered by the warranty period and you can provide proof of purchase.

Before making a warranty claim, please contact AVE via phone, email or visit our store.  We may be able to resolve the issue before it is claimed under warranty.  If you wish to make a claim under your warranty, you will need to complete a Returns Authorisation Form. This will allow us to provide warranty support in a timely manner. To fill out this form, please visit our RA Form Site.

Once you have filled out this form, your product will need to be returned to AVE’s Service Department for assessment. You can return your product by either visiting our office, or posting the product to:

AVE Audio Visual Engineering

Att: Service Department 

320 Hammond Rd

Dandenong South

VIC 3175

Please ensure that you include a copy of the return authorisation form with your return.


Repairing your item

If your item has a minor defect, then AVE will either repair or replace your product. If your item has a major defect, then you are entitled to nominate your preferred remedy. AVE reserves the right to assess all warranty returns, including returning the product to the manufacturer’s repair agent to determine the nature or cause of the problem. AVE does not repair products which are no longer covered by warranty.

Please note that warranties only apply to manufacturing defects. Misuse, neglect, tampering with any internal components or using products outside of their designated applications may void the warranty. A service charge may apply if your product is found to not have a defect that is covered by warranty.


Non-Warranty Returns

*Please note; AVE currently are not accepting products outside of their warranted period for service or repair until further notice.

Out of warranty products purchased from AVE which may require service can be returned to AVE for a non-warranty repair, or service. An inspection fee may be applied and must be paid at the time of booking.

AVE’s qualified technicians will assess your product and provide you with an estimate to repair the product.


Freight Costs

If you need to post your defective item to us within 14 days under warranty, we will organise to send you a Postage Voucher to cover the return freight cost. AVE may arrange the return to the customer at no charge.

For warranty repairs outside of the 14 day period, you will be responsible for the freight costs to AVE’s Warranty Support Centre. However, AVE will pay for postage costs incurred when returning the item (after repairs have been completed).

For products out of warranty, you will be responsible for the freight costs to AVE and for the return back to you.

You can arrange to return your item in person to AVE’s office. You will be able to collect your item from this store after repairs have been completed. If you don’t wish to collect your item and would prefer for us to ship it to you, then a postage fee may apply.


Returns Policy

Thank you for shopping with AVE. Please choose carefully because the following conditions apply. The conditions of our Returns Policy are in addition to other rights and remedies you may have as a consumer under Australian Consumer Law (ACL).

If you change your mind…

Please choose carefully as refunds are not normally provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order.  However, if your purchase does not suit your needs, we are happy to provide an exchange to a more suitable product of the same or higher value, provided you pay the difference.

If you wish to exchange or upgrade your purchase for another product, you must:

1) Return the item within 14 days of purchase;

2) Produce your original AVE receipt;

3) Return your item inside the original packaging. You will also need to ensure the item is in “as-new” condition with all included accessories.

If the above requirements are not met AVE reserves the right to refuse the return or a re-stocking fee may apply.

Please note that we cannot accept the return or exchange of the following items:

  • Products containing registered software. This includes DJ Controllers, MIDI Keyboards and Audio Interfaces.
  • Customised Products (including customised cables)
  • Production Software and Plug-in Packs
  • Digital Vinyl Systems
  • Glorious Workbenches and Workstations
  • Special Order Items
  • ILDA Interfaces
  • Vinyl, Cartridges, and Stylus
  • All Fluids (smoke, snow, bubble)
  • Globes
  • Replacement Drivers, Tweeters, and Re-Cone Kits

If your product is defective…

AVE is proud to offer a wide range of quality products. Whilst our manufacturers have stringent quality control procedures, occasional manufacturing defects can occur. AVE is committed to resolving these problems in a timely fashion to avoid inconveniencing our valued customers.

Most products are covered by our 14 Day Replacement Guarantee. If you have recently purchased a product that is defective, please contact us within 14 days of purchase. We may replace your product provided that you:

1) Return the item within 14 days of purchase;

2) Produce your original AVE receipt;

3) Return your item inside the original packaging. You will also need to ensure the item is in “as-new” condition with all included accessories.

Please note that the 14 Day Replacement Guarantee does not apply to customers who do not contact us within 14 days of purchase. If you contact us after this period, we will offer a remedy in accordance with your product’s warranty and your rights under Australian Consumer Law (ACL).


Service and Repair

Located at our Dandenong head office, our experienced and qualified technicians can service and repair all types of DJ, lighting, and pro audio equipment.

We are the Authorised Repair Agent in Australia for all brands we distribute, including Chauvet DJ, LD Systems, Reloop and Skytec.

Our service department also stock a range of spare parts for our brands.

For service enquiries call us on (03) 9706 5325, or send us an email at sales@ave.com.au.


Service Charge

A Service Charge may be applied to your repair, plus any parts that may be required for your repair or service. If you wish to send your faulty unit to us for service, please call us on (03) 9706 5325, or send us an email at sales@ave.com.au for a quote.

Our Service Centre is located at AVE Audio Visual Engineering:

Att: Service Department 

320 Hammond Rd

Dandenong South

VIC 3175

Please ensure that you include a copy of the return authorisation form with your return.


RA Form

To book in your faulty unit for repair, please complete a Return Authorisation Form and attach it to your defective product.