OUR POLICIES & PROGRAMS
SERVICE POLICIES & PROGRAMSOUR PLEDGE TO YOUINDEPENDENT AUDIO VIDEO believes that as a reputable merchant, it is our responsibility to do everything possible to ensure your enjoyment and satisfaction with the home entertainment products you purchase from us. Whenever you require advice, referrals, technical support, or repair service, we are only a phone call or email away! We will work hard to earn your patronage as your one-stop source for all your home entertainment electronics needs. For frank and honest advice, and outstanding prices, we hope you’ll give us a try! HOW TO OBTAIN WARRANTY SERVICE & TECHNICAL SUPPORT INDEPENDENT AUDIO VIDEO is committed to providing you with a high-level of satisfying customer service. IN ALL INSTANCES, CONTACT OUR CUSTOMER SERVICE DEPARTMENT FOR TECHNICAL SUPPORT OR TO INITIATE AND PROCESS ALL WARRANTY SERVICE CLAIMS, INCLUDING BOTH FACTORY WARRANTY AS WELL AS USA FACTORY WARRANTY™ SERVICE. WE WILL ASSIST YOU AS REQUIRED, AND PROVIDE ALL REQUIRED INSTRUCTIONS AND DOCUMENTATION. The cost of providing you this service is included in your purchase price, and it is our pleasure and responsibility to provide it. WARRANTY COVERAGEBRAND NEW and FACTORY REFURBISHED condition goods are covered by the original factory warranty. Many manufacturers, especially those offering mid-to-high end specialty products require warranty service (as well as technical support) to be handled by the authorized dealer you purchased from. CERTIFIED MINT™ and GENTLY USED™ condition goods are covered by the highly-rated USA FACTORY WARRANTY™, which features: THE CERTIFIED MINT™ GUARANTEE: Your satisfaction with condition of CERTIFIED MINT™ goods is guaranteed, or your money will be refunded in full, including the return shipping charges, upon receipt by us of the unsatisfactory item(s) in the same condition received and with all original packing and accessories.
THE GENTLY USED™ GUARANTEE:
In order to qualify for this level of certification, the product must be blemish-free, and perfect in appearance and function. Your satisfaction with condition of GENTLY USED™ goods is guaranteed, or your money will be refunded in full, including the return shipping charges, upon receipt by us of the unsatisfactory item(s) in the same condition received and with all original packing and accessories. DEFECTIVE EXCHANGESExcept when on-site warranty service is included, or in the instance of closeout or one-of-a-kind items, our service for BRAND NEW and CERTIFIED MINT™ goods includes the no-charge exchange of defective goods for up to thirty (30) days. We will pay (or reimburse you for) all applicable shipping charges. FULL TRANSFERABILITYThe USA FACTORY WARRANTY™ is fully transferable and continues to be valid for its full duration regardless of whether the covered product is re-sold. In the event you sell a covered product, either you or the new owner are welcome to contact us to confirm and re-register the balance of coverage and/or to purchase additional coverage. GENERAL WARRANTY TERMSThe USA FACTORY WARRANTY™ covers parts, labor and shipment back to you following repair for the same time period and under the same terms and conditions as the original factory warranty. You will be required to deliver or ship the product to the authorized repair facility we direct you to. In the event your product includes on-site service, there is no charge for service visits; however depending upon the original factory warranty terms, there may be charges for transporting your product to an authorized repair facility, if required, following the on-site diagnostics. MISSHIPMENTS, ERRORS, INCOMPLETE ORDERS OR MISSING ITEMSContact our Customer Service Department immediately if you have any issues with an incomplete order, missing items, or items received in error. We’ll resolve and correct the problem(s) promptly, with a minimum of inconvenience to you, and at our expense. In the event that you suspect that you have been shipped the wrong item, please do not refuse the shipment. Either ask the driver to hold the delivery for another day pending contacting us, or accept the delivery (then contact us immediately). Sometimes, for example, smaller items are packed in a larger carton originally used for another product. In any event, it’s often easier for us to resolve possible errors before the shipment is formally refused than afterwards. Although you are not required to do so, following this suggestion will not incur any obligation or expense to you. DAMAGED SHIPMENTS
SALES POLICIES & PROGRAMSAll orders are subject to our acceptance and confirmation. Although we endeavor to assure all product information and pricing is current and accurate, Independent Audio Video is not responsible for typographical errors or errors in posting. Buyers are always welcome to confirm pricing and availability prior to placing orders by contacting our Sales or Customer Service Depts. PAYMENTWe accept payment for orders via:
We do not currently accept PayPal or COD orders. ORDERS FOR CERTIFIED MINT™, GENTLY USED™ and FACTORY REFURBISHED condition goodsOrders for these goods are subject to availability in the premium used equipment marketplace. We welcome orders for these products, and upon receiving your order, we will first confirm our ability to deliver your specific item(s) within our customary Shipping Times (see below). You will receive confirmation within three (3) business days of placing your order. Under no circumstances will we charge your credit card or process your order until it is confirmed. In the event we are unable to supply the product(s) ordered within our customary shipping time, we will advise you within three (3) business days. If we can only provide the item(s) as a Special Order (see below), we’ll advise you. If we do not expect to be able to supply the product(s) ordered within a reasonable and mutually agreeable timeframe, we’ll do our best to suggest either an alternative product condition and/or alternative similar brand and model. Depending upon the circumstances, we may be able to upgrade you to the next higher level of product condition at a discounted price. You are also welcome to contact our Sales Department anytime to pre-confirm availability of the items you’re interested in a specific product condition. RETURNS AND EXCHANGESWe accept returns for refund or exchange for up to two (2) weeks after you receive your shipment. You must return item(s) in their original condition, with all original packing, instructions, and accessories. All returns are subject to a fifteen (15%) percent re-stocking charge. Shipping and handling charges are NOT refundable. The purchaser is responsible for the cost of return shipping, packing and full insurance. We’ll be happy to assist you in all arrangements, upon request. The purchaser is also required to obtain a Return Authorization Number (RMA) from us prior to returning any items for any reason, and to clearly mark it on all returned packages. Unauthorized shipments arriving at our warehouse are subject to refusal. Certain categories of products may not be eligible for return or exchange, including but not limited to: televisions (all types), monitors, camcorders, satellite receivers, phono cartridges, and other consumable goods, as well as closeout items, one-of-a-kinds, and “final sale” items. Defective, damaged items as well as those shipped in error are NOT subject to these restrictions and are governed by their own specific policies and terms CANCELLATIONSAny order may be cancelled up to the time of shipment without penalty, with the exception of Special Orders (see below). Once an order has shipped, all cancellations will be subject to our standard RETURNS AND EXCHANGES POLICIES, including being subject to a fifteen (15%) percent re-stocking charge, shipping and handling charges will not be refunded, and return shipping charges will be the buyer’s responsibility SPECIAL ORDERSAn order is designated a “Special Order” when it is accepted for a product that is being ordered specifically for you. This condition will be disclosed to you no later than at the time you receive written confirmation of the order. You are entitled to cancel Special Orders within 48 hours of confirmation without penalty unless waived by the purchaser in writing for the purpose of expediting the order. Special Orders often require extended delivery time which will be agreed to in advance by both parties. In the event delivery cannot be made within 125% of the originally projected time, the buyer has the option of extending the delivery time, or canceling the order without penalty. Special Orders may require a non-refundable deposit of up to fifty (50%) percent prior to confirmation, Please contact our Sales Department for more information. SHIPPING POLICIES AND PROGRAMSSHIPMENT TIMESOrders are usually shipped complete within seven (7) to ten (10) business days after acceptance and confirmation by our Order Department. In the event we require more time to fulfill your order, we’ll advise you, and obtain your consent before processing your order. GUARANTEED DELIVERY, TIME CRITICAL AND RUSH ORDERSWe accept orders for expedited delivery as well as for delivery on or before a specific date. Depending upon specific circumstances, we may or may not require special handling or shipping charges to accommodate your request. Please contact our Sales Department for more information. SHIPPING METHODSStandard packages (generally 100 lbs or less) are shipped via UPS or Fedex, double-boxed, carefully packed and fully insured. Larger and/or heavier items are shipped via common carrier trucks and freight-forwarders. PLEASE NOTE THAT STANDARD QUOTED SHIPPING PRICES FOR RESIDENTIAL DELIVERY VIA TRUCK OR FREIGHT-FORWARDER ARE FOR DELIVERY TO THE TRUCK TERMINAL NEAREST YOU, AND WILL REQUIRE PICKUP BY YOU. The warehouse personnel will be happy to assist you in putting your item(s) in your vehicle, and helping you to secure them, if necessary. Truck delivery to your residential address is available at additional charge. Shipping prices quoted on the website and in the shopping cart are for standard ground service to the forty-eight (48) States in the Continental US only. Please request a specific quote for shipments to Alaska, Hawaii, US possessions, APO, and FPO addresses, as well as for any non-standard shipping methods, including USPS. OVERSEAS AND INTERNATIONAL ORDERSWe welcome orders for delivery to overseas and international destinations, subject to special terms and conditions.
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All goods sold in CERTIFIED MINT™ condition are guaranteed to be premium, pre-owned goods or better, and with the exception of not being packaged in factory-sealed cartons must be in a physical condition indistinguishable from brand new goods.
Products in this category are lightly used in showroom condition. They are generally used for no more than several months, either in a dealer’s showroom, or a buyer’s home. All original packing and accessories are included.|
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