Returns, Cancellations, Freight Damage & Warranty Support
AVENDOR supplies professional AV, IT, power, and infrastructure products. Some products are stocked by AVENDOR, some ship directly from a manufacturer, and others are built or sourced specifically for a customer. We explain the order type before purchase because cancellation and return options can differ.
If you are unsure about an item, contact us at info@avendor.com before ordering. We are happy to confirm availability, lead time, and return eligibility.
Know Your Order Type
| Order Type |
What It Means |
General Return Status |
| Stock Item |
A standard item held in AVENDOR inventory or available through a regular distribution channel. |
May be eligible for return within 30 days if unopened and approved. |
| Manufacturer-Direct Item |
The manufacturer or authorized distributor ships directly to you. |
Eligibility depends on the manufacturer’s rules and may include an actual restocking charge. |
| Special-Order or Custom Item |
Built, configured, licensed, cut, programmed, or sourced specifically for your order. |
Usually non-cancelable and non-returnable after release, but only when disclosed before purchase. |
The applicable order type should appear on the product page, quote, or order acknowledgment. If an order-specific written term differs from this page, the clearly disclosed order-specific term controls.
Order Processing and Delivery Estimates
Processing time and transit time are different:
- Processing time is the time needed to verify payment, confirm availability, prepare the order, or obtain manufacturer release.
- Transit time begins after the carrier receives the shipment.
Dates shown online are estimates unless AVENDOR gives you a written committed ship date. If availability changes or a material delay occurs, we will contact you with the revised estimate and available options.
Cancellations
To request a cancellation, email info@avendor.com as soon as possible. A cancellation is not complete until AVENDOR confirms it in writing.
Stock Items
A stock order can generally be canceled before it has been picked, packed, or released for shipment. If the order has already shipped, the return rules below apply.
Manufacturer-Direct Items
We will ask the manufacturer to stop the order. Cancellation is available only if the manufacturer confirms that it can stop shipment or production. AVENDOR may deduct an actual, documented manufacturer cancellation charge or other non-recoverable cost. We will identify the charge before completing the cancellation whenever practicable.
Special-Order and Custom Items
These orders may become non-cancelable after AVENDOR accepts the order, releases a purchase order, begins configuration, or authorizes production. This restriction applies only when the item was identified as special-order, custom, built-to-order, or non-cancelable before purchase.
AVENDOR Delays
If AVENDOR cannot meet a written committed ship date and you do not accept the revised date, you may cancel the affected unshipped item for a full refund. AVENDOR will not deduct a restocking, cancellation, payment-processing, or unearned shipping charge in that situation.
Returns
You may request a return for an eligible item within 30 days after delivery.
To qualify, the item must be:
- In the same condition in which it was delivered;
- Factory sealed, unopened, unused, and uninstalled;
- Complete with all original packaging, labels, manuals, accessories, and materials; and
- Accompanied by the order number or other proof of purchase.
Opened, used, programmed, registered, installed, or altered products are not eligible for a non-defective return unless AVENDOR and the manufacturer approve an exception in writing.
How to Request a Return
- Email info@avendor.com with your order number, item, quantity, and reason for return.
- Wait for written approval and a Return Merchandise Authorization, or RMA.
- Follow the packing, labeling, carrier, and destination instructions in the RMA.
- Ship the item within the deadline stated in the RMA.
Returns sent without written approval or to the wrong location may be refused. Do not send a manufacturer-direct item to AVENDOR unless the RMA specifically instructs you to do so.
Items That Are Not Eligible for Non-Defective Return
- Custom, configured, built-to-order, or clearly disclosed special-order products;
- Software, licenses, digital goods, activated subscriptions, or registered products;
- Opened audio products or components when the manufacturer does not permit an opened-item return;
- Consumables, cut cable, custom assemblies, or products altered for the order;
- Products missing serial-number labels, packaging, accessories, or materials; and
- Items returned after the approved deadline or in a condition different from delivery.
These exclusions do not limit rights that apply to damaged, defective, or incorrectly shipped products.
Return Shipping
For an approved non-defective return, the customer is responsible for proper packaging, insurance, and return transportation. The customer is responsible for the item until it is delivered to the location stated in the RMA.
Original outbound shipping is non-refundable only to the extent that AVENDOR actually incurred the charge and cannot recover it. No shipping amount will be deducted when shipment was stopped before a non-refundable shipping or freight cost was incurred.
AVENDOR covers reasonable return transportation when AVENDOR shipped the wrong product or when an approved claim confirms transit damage or a qualifying defect.
Restocking Charges
- Eligible stock item: 20% of the returned merchandise price.
- Manufacturer-direct item: The manufacturer’s actual restocking charge, up to 30% of the returned merchandise price, disclosed in the RMA approval.
- Special-order or custom item: Normally not returnable when that restriction was disclosed before purchase.
No restocking charge applies to an AVENDOR shipping error, approved freight-damage claim, approved dead-on-arrival claim, or qualifying warranty claim.
Payment-Processing Cost on Customer-Requested Refunds
AVENDOR does not add a credit-card surcharge to the purchase price.
For a customer-requested cancellation or eligible non-defective return paid by card, AVENDOR may deduct the payment-processing cost that the processor does not return to AVENDOR. The deduction:
- Will equal the actual non-recoverable processor cost;
- Will not exceed 3% of the amount refunded; and
- Will be shown as a dollar amount before the refund is issued.
This deduction does not apply to an AVENDOR error, approved freight-damage claim, approved defect or warranty claim, or cancellation caused by AVENDOR’s failure to meet a written committed ship date.
Refunds
After receiving an approved return, we normally complete inspection within five business days. We will email you with the result.
Approved refunds are initiated to the original payment method, normally within five business days after cancellation approval or return inspection. Your bank or card issuer may need additional time to post the credit.
If the original payment method cannot accept the refund, AVENDOR and the customer may agree in writing to a verified alternative method. AVENDOR will not change the refund method solely to avoid card-processing costs.
Before issuing a reduced refund, AVENDOR will provide an itemized explanation of each deduction, including any restocking, manufacturer, freight, or payment-processing amount.
Freight and LTL Damage
Please inspect freight shipments before signing the delivery receipt.
- Count the cartons or pallets.
- Look for punctures, crushed corners, torn wrap, broken bands, water exposure, or missing items.
- Write specific damage or shortage details on the delivery receipt. Do not sign the receipt as clear if visible damage exists.
- Photograph the shipment, packaging, labels, and delivery receipt.
- Contact info@avendor.com the same day whenever possible and no later than two business days after delivery.
For severe visible damage, refuse delivery only when it is safe to do so and the carrier or AVENDOR directs or permits refusal. For concealed damage, stop unpacking, preserve every part of the packaging, and contact us as soon as the damage is discovered.
Do not discard packaging, install the product, or arrange an unauthorized return while a freight claim is being reviewed. AVENDOR will help coordinate the carrier and manufacturer process.
Defective Products and Warranty Claims
Most products are covered by the manufacturer’s warranty. Warranty duration, coverage, exclusions, and remedy vary by manufacturer and product.
If a product appears defective:
- Email info@avendor.com with the order number, model, serial number, photos or video, and a description of the issue.
- Do not return the product until AVENDOR or the manufacturer provides instructions and an RMA.
- Complete reasonable troubleshooting requested by the manufacturer.
An approved warranty claim may result in repair, replacement, parts, or another manufacturer-authorized remedy. A warranty claim is different from a non-defective return and is not subject to a restocking charge.
Contact AVENDOR
For questions, cancellation requests, return requests, freight claims, or warranty support, contact:
info@avendor.com
