Shipping and Returns

Shipping & Returns

Fundamental Audio and Video Return Policy

Computer system return or refund

All systems have a 30-day money-back guarantee. If you are not satisfied with your system, you may return it at any point within 30 days of receipt for a refund minus 15% restock fee and shipping. The customer is responsible for return shipping. All returns must be in new condition, and original packaging and boxes, or additional charges may apply.

Before any return of any nature can be made, an RA (Return Authorization) number must be issued. The customer must contact us to have said number issued. The customer must be willing to troubleshoot their system with our tech support team before an RA is issued.

Technical support may be provided via telephone, remote desktop, and email. Refusal to troubleshoot the system with support may result in additional charges for the return of systems or components and may lead to discontinuing of warranty services. 

If a customer insists upon the return of a possibly faulty component or computer system without the approval of Fundamental AV and it is found to fully functional, the customer will be charged for any new component they have received. Also, any shipping charges incurred to Fundamental AV.

Canceled System Orders

Canceled computer systems that have not been built will receive a full refund. If components or items noted as a "special order" have been opened and used in the computer build, we may not refund that item cost until sold or at Fundamental AV's discretion.

Non-returnable Items:

We have a 30 Day Hassle-Free Return Policy on most products. But, some items cannot be returned for various reasons. These items include:

• Special orders (Any items marked as a special order on the web site or an invoice) 
• All Software (Boxed or Downloadable)
• Speakers
• Personal items (earphones, clothing, etc.)
• USB or software Authorization keys (USB copy protection keys , etc.)

There is a problem with my order:

If you received the wrong product or it was damaged/missing during shipping, please contact us immediately during our regular business hours. 

Items damaged or missing during shipping must be reported within FIVE DAYS of receipt, or your claim could be denied. We will work with you to resolve the issue no matter what.

I think I received a defective product:

If you think you may have received a defective product, please contact our support staff at (860) 946-0698 M-F 10 am to 6 pm EST or email sales@fundamentalav.com. 

Our support staff will work with you to resolve the issue. 

If our team determines the unit failed under warranty within 30 days of purchase, we will cover shipping costs within the US to repair the computer system or replace the audio or video product unit for you. 

"Hassle-Free" Return Policy:

We want you to be satisfied with your purchase. If you are not happy with any new product, for any reason, you may return it for a refund of the purchase price minus shipping costs. You may also request store credit or exchange for another product within 30 days of the shipping date of the product. If your purchase was eligible for free shipping, the shipping cost will be deducted from your credit or refund.

How to Make a Return:

If you are doing a return of a computer system or product that is returnable, please first call or email Fundamental AV to authorize an RA (Return Authorization) number. To make sure your, refund, exchange, or credit is processed as quickly as possible and to help you avoid possible restocking fees, please follow the below checklist:

• If the product had a manufacturer rebate or promotion, your return will be subject to a restocking fee.
• Please write the RA number on the shipping label and NOT on the product box itself.
• Items must be returned in the same condition they were received, including all accessories, documentation, and packaging materials.
• If your package was originally shipped double-boxed, please return the unit(s) double-boxed.
• The product should be packed in the original product box with the UPC codes intact.
• When repacking, avoid using duct tape or other adhesives that can leave a residue on the box.
• Only use a trackable shipping method, such as FedEx or UPS. 
• We highly recommend insuring the package being shipped back to us when purchasing your shipping labels when possible. If your package gets damaged or lost during shipping, you will at least be covered.
• If your order was shipped for free with one of our free shipping promotions, the cost of outbound shipping will be deducted from your return credit.

Once we've received your return, it will be processed as possible. It can take 2-3 business days for the credit to be applied by the issuer of the credit card, paypal, etc.