Easy Cancellation & Returns

We want you to be entirely happy with your purchase from us. If you change your mind after placing your order you are still able to make a cancellation, regardless of the reason, with some cancellation fee before the item is despatched. Please contact us regarding cancellation fees before buying.

Once despatched, if you have ordered the wrong item by mistake, we also allow you 14 days from the day following your delivery to let us know if you want to return your product(s) so long as they are unused. 

Please note: You are responsible for the cost of returning unwanted/cancelled items to us, and for the value of the goods if they are diminished as a result of your handling whilst with you or in the return transit to us.

Upon delivery (and whilst the driver is still there) we recommend you give your product(s) a thorough all round check as any damage needs to be reported immediately. Once a signature has been recorded by the delivery provider any damage stated afterwards is not covered by insurance.

It is also to your benefit to report things on delivery as it can be more expensive to return large items with the need for correct packaging etc. If you no longer have the original packaging, or it has been rendered unusable, it is your responsibility to obtain the relevant packaging material required for safe transport of the goods.

You may cancel your order within 14 days from the day following delivery subject to the following conditions and returns process:

To process the return it's always quicker to first obtain a Returns Number (RMA) through email. Please email to sales@aa2zsupply.co.uk

For all cancellations:

You must cancel in writing within 14 days from delivery.

You are responsible for the cost of sending back the goods.

You have a statutory duty to take care of the goods. Damage or distress caused or allowed by you to the product may void your right to return the product.

You may examine the goods as you would do when purchasing in a shop. You have a duty to take care of the goods. Cancelled orders where the goods are returned damaged, worn, scratched, modified (including software setup if applicable) or missing any of the supplied equipment, including filters, screens, stands, batteries and other accessories, will be rejected and returned to you.

If the goods are returned with any damage, you will be charged for the diminished value of the goods.

We recommend that goods should be sent by a recorded method of delivery as proof of return may be required. They should also be insured in case the goods are damaged during return transit.

You are responsible for the security and safety of the goods until they are received and accepted back into our warehouse. If you do not use insurance and the goods are damaged or go missing you are fully liable for the cost of the goods.

You are responsible for the cost of sending back the goods.

To speed up the identification of your product return the returns reference (RMA Number) must be clearly highlighted on the outside of the package, in such a way that it does not damage the original product. Product returned without an authorisation number will require identification from all sales of the product, this can add further time and delays in processing the return as refunds cannot be made until we are sure the correct invoice has been identified for the product. (Returned goods that were not cancelled in writing or were not approved for RMA within 14 days will be returned to you for an administration fee of £49)

However, some items bought online cannot be returned simply because you change your mind. These include:

1. Any orders that are not shipped and are £100 or less.

2. Any orders that are already shipped.

If you ordered the wrong item, return will not be accepted for the orders that are below £100. However for £100 and above orders, you must inform us within 14 days of receipt of order and obtain RMA # for exchange or refund. Some parts do not qualify for refund, although they can only be exchanged. It is your responsibility to confirm from our customer service to inquire if the item qualifies for refund or not. You are also responsible to ship the product back to us via a shipper that allows for tracking like FedEx, UPS, DHL or any trackable mail service. We must receive the product within 10 days of issuance of RMA number. Upon receipt of the product, 25% or minimum £50 restocking fee will apply whichever is greater.

Please note that if you have multiple deliveries on one order, the 30 days begins the day of each product delivery date.

If your item arrives damaged

PLEASE CALL US IMMEDIATELY TO REPORT DAMAGE

Over 95% of our orders arrive on time and in the same excellent condition they left our warehouse. If you notice any damage at the point of delivery the order can be refused and returned with the driver. For very large items that are delivered by 2 man carriers, we include an unboxing service. The driver will help you unbox and wait whilst you check the goods, please take advantage of this service so damage can be reported immediately and the goods taken away and quickly exchanged.

As with all new purchases, we understand that you will want to open and test your item as soon as it arrives. It's very important that you report any damaged, missing or incorrect items to us as soon as possible, preferably on the day of delivery. If this isn't possible, we consider it reasonable to check your items within 5 days, however we appreciate there can be exceptional circumstances which we would review on a case by case basis. If you do not intend to use your goods immediately, please open and inspect them before storing, Damage requests reported too late will be refused.

NOTE: Do not try to fit an item if it is damaged, without calling for advice first. If you are responsible for any further physical damage to the item you will be charged - Consumers returning goods bought at a distance or off-premises will be liable for any diminished value of returned goods that results from the consumer handling the goods beyond what is necessary to check them.

Faults Occurring Within 14 Days of Receipt: If any of our products develop a fault within the first 14 days we will be happy to help you resolve the issue. You must inform us within 14 days of receipt of order and obtain RMA # for exchange or refund. Some parts do not qualify for refund, although they can only be exchanged. It is your responsibility to ship the product back to us via a shipper that allows for tracking like FedEx, UPS or USPS. We must receive the product within 10 days of issuance of RMA number. Upon receipt of the product, if the product is DOA, we will refund you your full amount and reimburse your shipping. However, if Customer Error is determined, decision will be made by customer service either to return the product back to customer on customers expense or charge restocking fee based on our policy based on customer error.

Faults Occurring after 14 days. We will not be responsible for any faults after this period of time.

For many products you can extend your warranty and support cover for up to 1 year either at the time of orderPlease call our Sales team or send us an email at sales@aa2zsupply.co.uk to enquire about warranty extensions.

These terms do not affect to your statutory rights. 

RETURNS PROCESS FOR FAULTY GOODS (Up to 14 days)

To return your goods to us you first need to call or email us to obtain a fault reference number. This is to ensure the goods are actually faulty as in over 50% of cases, goods that are first thought to be faulty actually work. Often it’s because the instruction manuals are poorly written or because the items are complicated to use that a fault is wrongly suspected. If you received a DOA (Dead on Arrival), please contact us by email at sales@aa2zsupply.co.uk

You must inform us within 10 days of receipt of order and obtain RMA # for exchange or refund. Some parts do not qualify for refund, although they can only be exchanged. It is your responsibility to ship the product back to us via a shipper that allows for tracking like FedEx, UPS or USPS. We must receive the product within 10 days of issuance of RMA number. Upon receipt of the product, if it is determined it is our fault we will refund you your full amount and reimburse your shipping. However, if Customer Error is determined, customer purchased wrong policy mentioned above will apply.

When you return goods to us you must:

Include all the items that you received in the original shipment including cables, remote controls, manuals, CDs and packaging.

Ensure you package the product well and that there are no marks on the original packaging. We may not accept liability for any goods damaged in transit and a replacement or refund may not be offered. Please ensure that the RMA number is clearly visible on the outside of the packaging.

Proof of postage is not proof of delivery and you are therefore strongly advised to send your package by registered post or courier and to maintain sufficient insurance to cover the value of the goods. It is complete responsibility of customer if any package is lost while returning the product with valid RMA #.

Please note we need an RMA number to identify your return - all packages arriving to us without a valid RMA number will be rejected and returned at your cost.

REPAIRS PROCESS

We do not arrange any repairs of faulty products. You are advised to follow above clauses to return or exchange the products. 

If you wish to request an RMA under one of the above conditions please log into the Order Tracking System and create a Return or send an email to sales@aa2zsupply.co.uk

If you have any other queries please call us or send us an email to sales@aa2zsupply.co.uk

What address should I send my returns?

All returns must have a valid RMA Number clearly marked on the outside of the box. Please use a shipping service where tracking of the shipment is possible. Please ship the RMA package to the following address:

Returns Address:

AA2Z Supply Inc.

Kemp House, 152 - 160 City Road,

London EC1V 2NX UK 

United Kingdom

In exchange for my RMA item, can I get a totally different product?

Our returns and exchange policy allows us to only replace an RMA item with a similar or identical replacement. Therefore, we do not exchange RMA items for different items. If your product warranty period has not yet expired, and the product you have is not working, you can enter a request for an exchange and we will be glad to help get a working product out to you.

Must I include every individual accessory in my returns?

In order to process your RMA you must return all software, manuals, original packaging, cables, wires, accessories that came with your order. We cannot process a return for items shipped back to us that are incomplete.

How long does it take for my credit to appear on my credit card or debit card?

When we issue credit, it may take up to 7 business days for it to show on your banking records. For some credits it may take longer than 7 business days.

Easy Cancellation & Returns

We want you to be entirely happy with your purchase from us. If you change your mind after placing your order you are still able to make a cancellation, regardless of the reason, with some cancellation fee before the item is despatched. Please contact us regarding cancellation fees before buying.

Once despatched, if you have ordered the wrong item by mistake, we also allow you 14 days from the day following your delivery to let us know if you want to return your product(s) so long as they are unused. 

Please note: You are responsible for the cost of returning unwanted/cancelled items to us, and for the value of the goods if they are diminished as a result of your handling whilst with you or in the return transit to us.

Upon delivery (and whilst the driver is still there) we recommend you give your product(s) a thorough all round check as any damage needs to be reported immediately. Once a signature has been recorded by the delivery provider any damage stated afterwards is not covered by insurance.

It is also to your benefit to report things on delivery as it can be more expensive to return large items with the need for correct packaging etc. If you no longer have the original packaging, or it has been rendered unusable, it is your responsibility to obtain the relevant packaging material required for safe transport of the goods.

You may cancel your order within 14 days from the day following delivery subject to the following conditions and returns process:

To process the return it's always quicker to first obtain a Returns Number (RMA) through email. Please email to sales@aa2zsupply.co.uk

For all cancellations:

You must cancel in writing within 14 days from delivery.

You are responsible for the cost of sending back the goods.

You have a statutory duty to take care of the goods. Damage or distress caused or allowed by you to the product may void your right to return the product.

You may examine the goods as you would do when purchasing in a shop. You have a duty to take care of the goods. Cancelled orders where the goods are returned damaged, worn, scratched, modified (including software setup if applicable) or missing any of the supplied equipment, including filters, screens, stands, batteries and other accessories, will be rejected and returned to you.

If the goods are returned with any damage, you will be charged for the diminished value of the goods.

We recommend that goods should be sent by a recorded method of delivery as proof of return may be required. They should also be insured in case the goods are damaged during return transit.

You are responsible for the security and safety of the goods until they are received and accepted back into our warehouse. If you do not use insurance and the goods are damaged or go missing you are fully liable for the cost of the goods.

You are responsible for the cost of sending back the goods.

To speed up the identification of your product return the returns reference (RMA Number) must be clearly highlighted on the outside of the package, in such a way that it does not damage the original product. Product returned without an authorisation number will require identification from all sales of the product, this can add further time and delays in processing the return as refunds cannot be made until we are sure the correct invoice has been identified for the product. (Returned goods that were not cancelled in writing or were not approved for RMA within 14 days will be returned to you for an administration fee of £49)

However, some items bought online cannot be returned simply because you change your mind. These include:

1. Any orders that are not shipped and are £100 or less.

2. Any orders that are already shipped.

If you ordered the wrong item, return will not be accepted for the orders that are below £100. However for £100 and above orders, you must inform us within 14 days of receipt of order and obtain RMA # for exchange or refund. Some parts do not qualify for refund, although they can only be exchanged. It is your responsibility to confirm from our customer service to inquire if the item qualifies for refund or not. You are also responsible to ship the product back to us via a shipper that allows for tracking like FedEx, UPS, DHL or any trackable mail service. We must receive the product within 10 days of issuance of RMA number. Upon receipt of the product, 25% or minimum £50 restocking fee will apply whichever is greater.

Please note that if you have multiple deliveries on one order, the 30 days begins the day of each product delivery date.

If your item arrives damaged

PLEASE CALL US IMMEDIATELY TO REPORT DAMAGE

Over 95% of our orders arrive on time and in the same excellent condition they left our warehouse. If you notice any damage at the point of delivery the order can be refused and returned with the driver. For very large items that are delivered by 2 man carriers, we include an unboxing service. The driver will help you unbox and wait whilst you check the goods, please take advantage of this service so damage can be reported immediately and the goods taken away and quickly exchanged.

As with all new purchases, we understand that you will want to open and test your item as soon as it arrives. It's very important that you report any damaged, missing or incorrect items to us as soon as possible, preferably on the day of delivery. If this isn't possible, we consider it reasonable to check your items within 5 days, however we appreciate there can be exceptional circumstances which we would review on a case by case basis. If you do not intend to use your goods immediately, please open and inspect them before storing, Damage requests reported too late will be refused.

NOTE: Do not try to fit an item if it is damaged, without calling for advice first. If you are responsible for any further physical damage to the item you will be charged - Consumers returning goods bought at a distance or off-premises will be liable for any diminished value of returned goods that results from the consumer handling the goods beyond what is necessary to check them.

Faults Occurring Within 14 Days of Receipt: If any of our products develop a fault within the first 14 days we will be happy to help you resolve the issue. You must inform us within 14 days of receipt of order and obtain RMA # for exchange or refund. Some parts do not qualify for refund, although they can only be exchanged. It is your responsibility to ship the product back to us via a shipper that allows for tracking like FedEx, UPS or USPS. We must receive the product within 10 days of issuance of RMA number. Upon receipt of the product, if the product is DOA, we will refund you your full amount and reimburse your shipping. However, if Customer Error is determined, decision will be made by customer service either to return the product back to customer on customers expense or charge restocking fee based on our policy based on customer error.

Faults Occurring after 14 days. We will not be responsible for any faults after this period of time.

For many products you can extend your warranty and support cover for up to 1 year either at the time of orderPlease call our Sales team or send us an email at sales@aa2zsupply.co.uk to enquire about warranty extensions.

These terms do not affect to your statutory rights. 

RETURNS PROCESS FOR FAULTY GOODS (Up to 14 days)

To return your goods to us you first need to call or email us to obtain a fault reference number. This is to ensure the goods are actually faulty as in over 50% of cases, goods that are first thought to be faulty actually work. Often it’s because the instruction manuals are poorly written or because the items are complicated to use that a fault is wrongly suspected. If you received a DOA (Dead on Arrival), please contact us by email at sales@aa2zsupply.co.uk

You must inform us within 10 days of receipt of order and obtain RMA # for exchange or refund. Some parts do not qualify for refund, although they can only be exchanged. It is your responsibility to ship the product back to us via a shipper that allows for tracking like FedEx, UPS or USPS. We must receive the product within 10 days of issuance of RMA number. Upon receipt of the product, if it is determined it is our fault we will refund you your full amount and reimburse your shipping. However, if Customer Error is determined, customer purchased wrong policy mentioned above will apply.

When you return goods to us you must:

Include all the items that you received in the original shipment including cables, remote controls, manuals, CDs and packaging.

Ensure you package the product well and that there are no marks on the original packaging. We may not accept liability for any goods damaged in transit and a replacement or refund may not be offered. Please ensure that the RMA number is clearly visible on the outside of the packaging.

Proof of postage is not proof of delivery and you are therefore strongly advised to send your package by registered post or courier and to maintain sufficient insurance to cover the value of the goods. It is complete responsibility of customer if any package is lost while returning the product with valid RMA #.

Please note we need an RMA number to identify your return - all packages arriving to us without a valid RMA number will be rejected and returned at your cost.

REPAIRS PROCESS

We do not arrange any repairs of faulty products. You are advised to follow above clauses to return or exchange the products. 

If you wish to request an RMA under one of the above conditions please log into the Order Tracking System and create a Return or send an email to sales@aa2zsupply.co.uk

If you have any other queries please call us or send us an email to sales@aa2zsupply.co.uk

What address should I send my returns?

All returns must have a valid RMA Number clearly marked on the outside of the box. Please use a shipping service where tracking of the shipment is possible. Please ship the RMA package to the following address:

Returns Address:

AA2Z Supply Inc.

Kemp House, 152 - 160 City Road,

London EC1V 2NX UK 

United States

In exchange for my RMA item, can I get a totally different product?

Our returns and exchange policy allows us to only replace an RMA item with a similar or identical replacement. Therefore, we do not exchange RMA items for different items. If your product warranty period has not yet expired, and the product you have is not working, you can enter a request for an exchange and we will be glad to help get a working product out to you.

Must I include every individual accessory in my returns?

In order to process your RMA you must return all software, manuals, original packaging, cables, wires, accessories that came with your order. We cannot process a return for items shipped back to us that are incomplete.

How long does it take for my credit to appear on my credit card or debit card?

When we issue credit, it may take up to 7 business days for it to show on your banking records. For some credits it may take longer than 7 business days.

Easy Cancellation & Returns

We want you to be entirely happy with your purchase from us. If you change your mind after placing your order you are still able to make a cancellation, regardless of the reason, with some cancellation fee before the item is despatched. Please contact us regarding cancellation fees before buying.

Once despatched, if you have ordered the wrong item by mistake, we also allow you 14 days from the day following your delivery to let us know if you want to return your product(s) so long as they are unused. 

Please note: You are responsible for the cost of returning unwanted/cancelled items to us, and for the value of the goods if they are diminished as a result of your handling whilst with you or in the return transit to us.

Upon delivery (and whilst the driver is still there) we recommend you give your product(s) a thorough all round check as any damage needs to be reported immediately. Once a signature has been recorded by the delivery provider any damage stated afterwards is not covered by insurance.

It is also to your benefit to report things on delivery as it can be more expensive to return large items with the need for correct packaging etc. If you no longer have the original packaging, or it has been rendered unusable, it is your responsibility to obtain the relevant packaging material required for safe transport of the goods.

You may cancel your order within 14 days from the day following delivery subject to the following conditions and returns process:

To process the return it's always quicker to first obtain a Returns Number (RMA) through email. Please email to sales@aa2zsupply.co.uk

For all cancellations:

You must cancel in writing within 14 days from delivery.

You are responsible for the cost of sending back the goods.

You have a statutory duty to take care of the goods. Damage or distress caused or allowed by you to the product may void your right to return the product.

You may examine the goods as you would do when purchasing in a shop. You have a duty to take care of the goods. Cancelled orders where the goods are returned damaged, worn, scratched, modified (including software setup if applicable) or missing any of the supplied equipment, including filters, screens, stands, batteries and other accessories, will be rejected and returned to you.

If the goods are returned with any damage, you will be charged for the diminished value of the goods.

We recommend that goods should be sent by a recorded method of delivery as proof of return may be required. They should also be insured in case the goods are damaged during return transit.

You are responsible for the security and safety of the goods until they are received and accepted back into our warehouse. If you do not use insurance and the goods are damaged or go missing you are fully liable for the cost of the goods.

You are responsible for the cost of sending back the goods.

To speed up the identification of your product return the returns reference (RMA Number) must be clearly highlighted on the outside of the package, in such a way that it does not damage the original product. Product returned without an authorisation number will require identification from all sales of the product, this can add further time and delays in processing the return as refunds cannot be made until we are sure the correct invoice has been identified for the product. (Returned goods that were not cancelled in writing or were not approved for RMA within 14 days will be returned to you for an administration fee of £49)

However, some items bought online cannot be returned simply because you change your mind. These include:

1. Any orders that are not shipped and are £100 or less.

2. Any orders that are already shipped.

If you ordered the wrong item, return will not be accepted for the orders that are below £100. However for £100 and above orders, you must inform us within 14 days of receipt of order and obtain RMA # for exchange or refund. Some parts do not qualify for refund, although they can only be exchanged. It is your responsibility to confirm from our customer service to inquire if the item qualifies for refund or not. You are also responsible to ship the product back to us via a shipper that allows for tracking like FedEx, UPS, DHL or any trackable mail service. We must receive the product within 10 days of issuance of RMA number. Upon receipt of the product, 25% or minimum £50 restocking fee will apply whichever is greater.

Please note that if you have multiple deliveries on one order, the 30 days begins the day of each product delivery date.

If your item arrives damaged

PLEASE CALL US IMMEDIATELY TO REPORT DAMAGE

Over 95% of our orders arrive on time and in the same excellent condition they left our warehouse. If you notice any damage at the point of delivery the order can be refused and returned with the driver. For very large items that are delivered by 2 man carriers, we include an unboxing service. The driver will help you unbox and wait whilst you check the goods, please take advantage of this service so damage can be reported immediately and the goods taken away and quickly exchanged.

As with all new purchases, we understand that you will want to open and test your item as soon as it arrives. It's very important that you report any damaged, missing or incorrect items to us as soon as possible, preferably on the day of delivery. If this isn't possible, we consider it reasonable to check your items within 5 days, however we appreciate there can be exceptional circumstances which we would review on a case by case basis. If you do not intend to use your goods immediately, please open and inspect them before storing, Damage requests reported too late will be refused.

NOTE: Do not try to fit an item if it is damaged, without calling for advice first. If you are responsible for any further physical damage to the item you will be charged - Consumers returning goods bought at a distance or off-premises will be liable for any diminished value of returned goods that results from the consumer handling the goods beyond what is necessary to check them.

Faults Occurring Within 14 Days of Receipt: If any of our products develop a fault within the first 14 days we will be happy to help you resolve the issue. You must inform us within 14 days of receipt of order and obtain RMA # for exchange or refund. Some parts do not qualify for refund, although they can only be exchanged. It is your responsibility to ship the product back to us via a shipper that allows for tracking like FedEx, UPS or USPS. We must receive the product within 10 days of issuance of RMA number. Upon receipt of the product, if the product is DOA, we will refund you your full amount and reimburse your shipping. However, if Customer Error is determined, decision will be made by customer service either to return the product back to customer on customers expense or charge restocking fee based on our policy based on customer error.

Faults Occurring after 14 days. We will not be responsible for any faults after this period of time.

For many products you can extend your warranty and support cover for up to 1 year either at the time of orderPlease call our Sales team or send us an email at sales@aa2zsupply.co.uk to enquire about warranty extensions.

These terms do not affect to your statutory rights. 

RETURNS PROCESS FOR FAULTY GOODS (Up to 14 days)

To return your goods to us you first need to call or email us to obtain a fault reference number. This is to ensure the goods are actually faulty as in over 50% of cases, goods that are first thought to be faulty actually work. Often it’s because the instruction manuals are poorly written or because the items are complicated to use that a fault is wrongly suspected. If you received a DOA (Dead on Arrival), please contact us by email at sales@aa2zsupply.co.uk

You must inform us within 10 days of receipt of order and obtain RMA # for exchange or refund. Some parts do not qualify for refund, although they can only be exchanged. It is your responsibility to ship the product back to us via a shipper that allows for tracking like FedEx, UPS or USPS. We must receive the product within 10 days of issuance of RMA number. Upon receipt of the product, if it is determined it is our fault we will refund you your full amount and reimburse your shipping. However, if Customer Error is determined, customer purchased wrong policy mentioned above will apply.

When you return goods to us you must:

Include all the items that you received in the original shipment including cables, remote controls, manuals, CDs and packaging.

Ensure you package the product well and that there are no marks on the original packaging. We may not accept liability for any goods damaged in transit and a replacement or refund may not be offered. Please ensure that the RMA number is clearly visible on the outside of the packaging.

Proof of postage is not proof of delivery and you are therefore strongly advised to send your package by registered post or courier and to maintain sufficient insurance to cover the value of the goods. It is complete responsibility of customer if any package is lost while returning the product with valid RMA #.

Please note we need an RMA number to identify your return - all packages arriving to us without a valid RMA number will be rejected and returned at your cost.

REPAIRS PROCESS

We do not arrange any repairs of faulty products. You are advised to follow above clauses to return or exchange the products. 

If you wish to request an RMA under one of the above conditions please log into the Order Tracking System and create a Return or send an email to sales@aa2zsupply.co.uk

If you have any other queries please call us or send us an email to sales@aa2zsupply.co.uk

What address should I send my returns?

All returns must have a valid RMA Number clearly marked on the outside of the box. Please use a shipping service where tracking of the shipment is possible. Please ship the RMA package to the following address:

Returns Address:

AA2Z Supply Inc.

Kemp House, 152 - 160 City Road,

London EC1V 2NX UK 

United States

In exchange for my RMA item, can I get a totally different product?

Our returns and exchange policy allows us to only replace an RMA item with a similar or identical replacement. Therefore, we do not exchange RMA items for different items. If your product warranty period has not yet expired, and the product you have is not working, you can enter a request for an exchange and we will be glad to help get a working product out to you.

Must I include every individual accessory in my returns?

In order to process your RMA you must return all software, manuals, original packaging, cables, wires, accessories that came with your order. We cannot process a return for items shipped back to us that are incomplete.

How long does it take for my credit to appear on my credit card or debit card?

When we issue credit, it may take up to 7 business days for it to show on your banking records. For some credits it may take longer than 7 business days.

Easy Cancellation & Returns

We want you to be entirely happy with your purchase from us. If you change your mind after placing your order you are still able to make a cancellation, regardless of the reason, with some cancellation fee before the item is despatched. Please contact us regarding cancellation fees before buying.

Once despatched, if you have ordered the wrong item by mistake, we also allow you 14 days from the day following your delivery to let us know if you want to return your product(s) so long as they are unused. 

Please note: You are responsible for the cost of returning unwanted/cancelled items to us, and for the value of the goods if they are diminished as a result of your handling whilst with you or in the return transit to us.

Upon delivery (and whilst the driver is still there) we recommend you give your product(s) a thorough all round check as any damage needs to be reported immediately. Once a signature has been recorded by the delivery provider any damage stated afterwards is not covered by insurance.

It is also to your benefit to report things on delivery as it can be more expensive to return large items with the need for correct packaging etc. If you no longer have the original packaging, or it has been rendered unusable, it is your responsibility to obtain the relevant packaging material required for safe transport of the goods.

You may cancel your order within 14 days from the day following delivery subject to the following conditions and returns process:

To process the return it's always quicker to first obtain a Returns Number (RMA) through email. Please email to sales@aa2zsupply.co.uk

For all cancellations:

You must cancel in writing within 14 days from delivery.

You are responsible for the cost of sending back the goods.

You have a statutory duty to take care of the goods. Damage or distress caused or allowed by you to the product may void your right to return the product.

You may examine the goods as you would do when purchasing in a shop. You have a duty to take care of the goods. Cancelled orders where the goods are returned damaged, worn, scratched, modified (including software setup if applicable) or missing any of the supplied equipment, including filters, screens, stands, batteries and other accessories, will be rejected and returned to you.

If the goods are returned with any damage, you will be charged for the diminished value of the goods.

We recommend that goods should be sent by a recorded method of delivery as proof of return may be required. They should also be insured in case the goods are damaged during return transit.

You are responsible for the security and safety of the goods until they are received and accepted back into our warehouse. If you do not use insurance and the goods are damaged or go missing you are fully liable for the cost of the goods.

You are responsible for the cost of sending back the goods.

To speed up the identification of your product return the returns reference (RMA Number) must be clearly highlighted on the outside of the package, in such a way that it does not damage the original product. Product returned without an authorisation number will require identification from all sales of the product, this can add further time and delays in processing the return as refunds cannot be made until we are sure the correct invoice has been identified for the product. (Returned goods that were not cancelled in writing or were not approved for RMA within 14 days will be returned to you for an administration fee of £49)

However, some items bought online cannot be returned simply because you change your mind. These include:

1. Any orders that are not shipped and are £100 or less.

2. Any orders that are already shipped.

If you ordered the wrong item, return will not be accepted for the orders that are below £100. However for £100 and above orders, you must inform us within 14 days of receipt of order and obtain RMA # for exchange or refund. Some parts do not qualify for refund, although they can only be exchanged. It is your responsibility to confirm from our customer service to inquire if the item qualifies for refund or not. You are also responsible to ship the product back to us via a shipper that allows for tracking like FedEx, UPS, DHL or any trackable mail service. We must receive the product within 10 days of issuance of RMA number. Upon receipt of the product, 25% or minimum £50 restocking fee will apply whichever is greater.

Please note that if you have multiple deliveries on one order, the 30 days begins the day of each product delivery date.

If your item arrives damaged

PLEASE CALL US IMMEDIATELY TO REPORT DAMAGE

Over 95% of our orders arrive on time and in the same excellent condition they left our warehouse. If you notice any damage at the point of delivery the order can be refused and returned with the driver. For very large items that are delivered by 2 man carriers, we include an unboxing service. The driver will help you unbox and wait whilst you check the goods, please take advantage of this service so damage can be reported immediately and the goods taken away and quickly exchanged.

As with all new purchases, we understand that you will want to open and test your item as soon as it arrives. It's very important that you report any damaged, missing or incorrect items to us as soon as possible, preferably on the day of delivery. If this isn't possible, we consider it reasonable to check your items within 5 days, however we appreciate there can be exceptional circumstances which we would review on a case by case basis. If you do not intend to use your goods immediately, please open and inspect them before storing, Damage requests reported too late will be refused.

NOTE: Do not try to fit an item if it is damaged, without calling for advice first. If you are responsible for any further physical damage to the item you will be charged - Consumers returning goods bought at a distance or off-premises will be liable for any diminished value of returned goods that results from the consumer handling the goods beyond what is necessary to check them.

Faults Occurring Within 14 Days of Receipt: If any of our products develop a fault within the first 14 days we will be happy to help you resolve the issue. You must inform us within 14 days of receipt of order and obtain RMA # for exchange or refund. Some parts do not qualify for refund, although they can only be exchanged. It is your responsibility to ship the product back to us via a shipper that allows for tracking like FedEx, UPS or USPS. We must receive the product within 10 days of issuance of RMA number. Upon receipt of the product, if the product is DOA, we will refund you your full amount and reimburse your shipping. However, if Customer Error is determined, decision will be made by customer service either to return the product back to customer on customers expense or charge restocking fee based on our policy based on customer error.

Faults Occurring after 14 days. We will not be responsible for any faults after this period of time.

For many products you can extend your warranty and support cover for up to 1 year either at the time of orderPlease call our Sales team or send us an email at sales@aa2zsupply.co.uk to enquire about warranty extensions.

These terms do not affect to your statutory rights. 

RETURNS PROCESS FOR FAULTY GOODS (Up to 14 days)

To return your goods to us you first need to call or email us to obtain a fault reference number. This is to ensure the goods are actually faulty as in over 50% of cases, goods that are first thought to be faulty actually work. Often it’s because the instruction manuals are poorly written or because the items are complicated to use that a fault is wrongly suspected. If you received a DOA (Dead on Arrival), please contact us by email at sales@aa2zsupply.co.uk

You must inform us within 10 days of receipt of order and obtain RMA # for exchange or refund. Some parts do not qualify for refund, although they can only be exchanged. It is your responsibility to ship the product back to us via a shipper that allows for tracking like FedEx, UPS or USPS. We must receive the product within 10 days of issuance of RMA number. Upon receipt of the product, if it is determined it is our fault we will refund you your full amount and reimburse your shipping. However, if Customer Error is determined, customer purchased wrong policy mentioned above will apply.

When you return goods to us you must:

Include all the items that you received in the original shipment including cables, remote controls, manuals, CDs and packaging.

Ensure you package the product well and that there are no marks on the original packaging. We may not accept liability for any goods damaged in transit and a replacement or refund may not be offered. Please ensure that the RMA number is clearly visible on the outside of the packaging.

Proof of postage is not proof of delivery and you are therefore strongly advised to send your package by registered post or courier and to maintain sufficient insurance to cover the value of the goods. It is complete responsibility of customer if any package is lost while returning the product with valid RMA #.

Please note we need an RMA number to identify your return - all packages arriving to us without a valid RMA number will be rejected and returned at your cost.

REPAIRS PROCESS

We do not arrange any repairs of faulty products. You are advised to follow above clauses to return or exchange the products. 

If you wish to request an RMA under one of the above conditions please log into the Order Tracking System and create a Return or send an email to sales@aa2zsupply.co.uk

If you have any other queries please call us or send us an email to sales@aa2zsupply.co.uk

What address should I send my returns?

All returns must have a valid RMA Number clearly marked on the outside of the box. Please use a shipping service where tracking of the shipment is possible. Please ship the RMA package to the following address:

Returns Address:

AA2Z Supply Inc.

Kemp House, 152 - 160 City Road,

London EC1V 2NX UK 

United States

In exchange for my RMA item, can I get a totally different product?

Our returns and exchange policy allows us to only replace an RMA item with a similar or identical replacement. Therefore, we do not exchange RMA items for different items. If your product warranty period has not yet expired, and the product you have is not working, you can enter a request for an exchange and we will be glad to help get a working product out to you.

Must I include every individual accessory in my returns?

In order to process your RMA you must return all software, manuals, original packaging, cables, wires, accessories that came with your order. We cannot process a return for items shipped back to us that are incomplete.

How long does it take for my credit to appear on my credit card or debit card?

When we issue credit, it may take up to 7 business days for it to show on your banking records. For some credits it may take longer than 7 business days.

Easy Cancellation & Returns

We want you to be entirely happy with your purchase from us. If you change your mind after placing your order you are still able to make a cancellation, regardless of the reason, with some cancellation fee before the item is despatched. Please contact us regarding cancellation fees before buying.

Once despatched, if you have ordered the wrong item by mistake, we also allow you 14 days from the day following your delivery to let us know if you want to return your product(s) so long as they are unused. 

Please note: You are responsible for the cost of returning unwanted/cancelled items to us, and for the value of the goods if they are diminished as a result of your handling whilst with you or in the return transit to us.

Upon delivery (and whilst the driver is still there) we recommend you give your product(s) a thorough all round check as any damage needs to be reported immediately. Once a signature has been recorded by the delivery provider any damage stated afterwards is not covered by insurance.

It is also to your benefit to report things on delivery as it can be more expensive to return large items with the need for correct packaging etc. If you no longer have the original packaging, or it has been rendered unusable, it is your responsibility to obtain the relevant packaging material required for safe transport of the goods.

You may cancel your order within 14 days from the day following delivery subject to the following conditions and returns process:

To process the return it's always quicker to first obtain a Returns Number (RMA) through email. Please email to sales@aa2zsupply.co.uk

For all cancellations:

You must cancel in writing within 14 days from delivery.

You are responsible for the cost of sending back the goods.

You have a statutory duty to take care of the goods. Damage or distress caused or allowed by you to the product may void your right to return the product.

You may examine the goods as you would do when purchasing in a shop. You have a duty to take care of the goods. Cancelled orders where the goods are returned damaged, worn, scratched, modified (including software setup if applicable) or missing any of the supplied equipment, including filters, screens, stands, batteries and other accessories, will be rejected and returned to you.

If the goods are returned with any damage, you will be charged for the diminished value of the goods.

We recommend that goods should be sent by a recorded method of delivery as proof of return may be required. They should also be insured in case the goods are damaged during return transit.

You are responsible for the security and safety of the goods until they are received and accepted back into our warehouse. If you do not use insurance and the goods are damaged or go missing you are fully liable for the cost of the goods.

You are responsible for the cost of sending back the goods.

To speed up the identification of your product return the returns reference (RMA Number) must be clearly highlighted on the outside of the package, in such a way that it does not damage the original product. Product returned without an authorisation number will require identification from all sales of the product, this can add further time and delays in processing the return as refunds cannot be made until we are sure the correct invoice has been identified for the product. (Returned goods that were not cancelled in writing or were not approved for RMA within 14 days will be returned to you for an administration fee of £49)

However, some items bought online cannot be returned simply because you change your mind. These include:

1. Any orders that are not shipped and are £100 or less.

2. Any orders that are already shipped.

If you ordered the wrong item, return will not be accepted for the orders that are below £100. However for £100 and above orders, you must inform us within 14 days of receipt of order and obtain RMA # for exchange or refund. Some parts do not qualify for refund, although they can only be exchanged. It is your responsibility to confirm from our customer service to inquire if the item qualifies for refund or not. You are also responsible to ship the product back to us via a shipper that allows for tracking like FedEx, UPS, DHL or any trackable mail service. We must receive the product within 10 days of issuance of RMA number. Upon receipt of the product, 25% or minimum £50 restocking fee will apply whichever is greater.

Please note that if you have multiple deliveries on one order, the 30 days begins the day of each product delivery date.

If your item arrives damaged

PLEASE CALL US IMMEDIATELY TO REPORT DAMAGE

Over 95% of our orders arrive on time and in the same excellent condition they left our warehouse. If you notice any damage at the point of delivery the order can be refused and returned with the driver. For very large items that are delivered by 2 man carriers, we include an unboxing service. The driver will help you unbox and wait whilst you check the goods, please take advantage of this service so damage can be reported immediately and the goods taken away and quickly exchanged.

As with all new purchases, we understand that you will want to open and test your item as soon as it arrives. It's very important that you report any damaged, missing or incorrect items to us as soon as possible, preferably on the day of delivery. If this isn't possible, we consider it reasonable to check your items within 5 days, however we appreciate there can be exceptional circumstances which we would review on a case by case basis. If you do not intend to use your goods immediately, please open and inspect them before storing, Damage requests reported too late will be refused.

NOTE: Do not try to fit an item if it is damaged, without calling for advice first. If you are responsible for any further physical damage to the item you will be charged - Consumers returning goods bought at a distance or off-premises will be liable for any diminished value of returned goods that results from the consumer handling the goods beyond what is necessary to check them.

Faults Occurring Within 14 Days of Receipt: If any of our products develop a fault within the first 14 days we will be happy to help you resolve the issue. You must inform us within 14 days of receipt of order and obtain RMA # for exchange or refund. Some parts do not qualify for refund, although they can only be exchanged. It is your responsibility to ship the product back to us via a shipper that allows for tracking like FedEx, UPS or USPS. We must receive the product within 10 days of issuance of RMA number. Upon receipt of the product, if the product is DOA, we will refund you your full amount and reimburse your shipping. However, if Customer Error is determined, decision will be made by customer service either to return the product back to customer on customers expense or charge restocking fee based on our policy based on customer error.

Faults Occurring after 14 days. We will not be responsible for any faults after this period of time.

For many products you can extend your warranty and support cover for up to 1 year either at the time of orderPlease call our Sales team or send us an email at sales@aa2zsupply.co.uk to enquire about warranty extensions.

These terms do not affect to your statutory rights. 

RETURNS PROCESS FOR FAULTY GOODS (Up to 14 days)

To return your goods to us you first need to call or email us to obtain a fault reference number. This is to ensure the goods are actually faulty as in over 50% of cases, goods that are first thought to be faulty actually work. Often it’s because the instruction manuals are poorly written or because the items are complicated to use that a fault is wrongly suspected. If you received a DOA (Dead on Arrival), please contact us by email at sales@aa2zsupply.co.uk

You must inform us within 10 days of receipt of order and obtain RMA # for exchange or refund. Some parts do not qualify for refund, although they can only be exchanged. It is your responsibility to ship the product back to us via a shipper that allows for tracking like FedEx, UPS or USPS. We must receive the product within 10 days of issuance of RMA number. Upon receipt of the product, if it is determined it is our fault we will refund you your full amount and reimburse your shipping. However, if Customer Error is determined, customer purchased wrong policy mentioned above will apply.

When you return goods to us you must:

Include all the items that you received in the original shipment including cables, remote controls, manuals, CDs and packaging.

Ensure you package the product well and that there are no marks on the original packaging. We may not accept liability for any goods damaged in transit and a replacement or refund may not be offered. Please ensure that the RMA number is clearly visible on the outside of the packaging.

Proof of postage is not proof of delivery and you are therefore strongly advised to send your package by registered post or courier and to maintain sufficient insurance to cover the value of the goods. It is complete responsibility of customer if any package is lost while returning the product with valid RMA #.

Please note we need an RMA number to identify your return - all packages arriving to us without a valid RMA number will be rejected and returned at your cost.

REPAIRS PROCESS

We do not arrange any repairs of faulty products. You are advised to follow above clauses to return or exchange the products. 

If you wish to request an RMA under one of the above conditions please log into the Order Tracking System and create a Return or send an email to sales@aa2zsupply.co.uk

If you have any other queries please call us or send us an email to sales@aa2zsupply.co.uk

What address should I send my returns?

All returns must have a valid RMA Number clearly marked on the outside of the box. Please use a shipping service where tracking of the shipment is possible. Please ship the RMA package to the following address:

Returns Address:

AA2Z Supply Inc.

Kemp House, 152 - 160 City Road,

London EC1V 2NX UK 

United States

In exchange for my RMA item, can I get a totally different product?

Our returns and exchange policy allows us to only replace an RMA item with a similar or identical replacement. Therefore, we do not exchange RMA items for different items. If your product warranty period has not yet expired, and the product you have is not working, you can enter a request for an exchange and we will be glad to help get a working product out to you.

Must I include every individual accessory in my returns?

In order to process your RMA you must return all software, manuals, original packaging, cables, wires, accessories that came with your order. We cannot process a return for items shipped back to us that are incomplete.

How long does it take for my credit to appear on my credit card or debit card?

When we issue credit, it may take up to 7 business days for it to show on your banking records. For some credits it may take longer than 7 business days.