Refund & Return Policy

Overview

At Tawasul AV, we stand behind the quality of our products and services. This refund policy outlines the terms and conditions for returns, refunds, and exchanges to ensure customer satisfaction while maintaining fair business practices.

Equipment Returns

Standard Equipment

New, unopened equipment in original packaging may be returned within 14 days of delivery, subject to the following conditions:

• Item must be in original, unopened packaging
• All accessories and documentation must be included
• Item must be in new, unused condition
• Original receipt or proof of purchase required
• Return authorization (RMA) number must be obtained

Opened or Used Equipment

Returns are not accepted for opened or used items.

Custom or Special Orders

Custom configured equipment or special orders are generally non-returnable unless:

• Item was damaged during shipping
• Wrong item was shipped due to our error

Installation Services

Service Satisfaction Guarantee

We guarantee the quality of our installation services. If you are not satisfied with our work:

• Report issues within 7 days of completion
• We will return to rectify any problems at no charge
• If issues cannot be resolved, partial refund may be provided

Cancellation Policy

Installation services may be cancelled with the following terms:

• More than 48 hours notice: Full refund of any prepayment
• 24-48 hours notice: 50% cancellation fee
• Less than 24 hours: Full cancellation fee applies

Rental Equipment

Early Return

Rental equipment returned early does not qualify for refund unless:

• Equipment malfunction prevents use
• Cancellation due to circumstances beyond customer control
• Prior arrangement made with rental manager

Damage and Loss

Customers are responsible for rental equipment during the rental period:

• Minor damage may incur repair charges
• Major damage or loss charged at replacement cost
• Insurance options available for high-value rentals

Refund Process

Return Authorization

All returns must be pre-authorized. To request a return:

1. Contact our customer service team
2. Provide order number and reason for return
3. Receive Return Merchandise Authorization (RMA) number
4. Package item securely with RMA number clearly marked
5. Ship to our returns center using trackable method

Inspection and Processing

Upon receiving returned items:

• Items inspected for condition and completeness
• Refund amount determined based on item condition
• Processing typically takes 5-10 business days
• Customer notified of refund decision via email

Refund Methods

Payment Method

Refunds are typically processed to the original payment method:

• Credit Card: 5-10 business days
• Bank Transfer: 3-7 business days
• Check: 10-15 business days

Partial Refunds

Partial refunds may be issued for:

• Items not in original condition
• Missing accessories or packaging
• Items returned outside the return window
• Restocking fees for opened items

Non-Returnable Items

The following items cannot be returned for health and safety reasons:

• Personal audio devices (headphones, earbuds)
• Software licenses (once activated)
• Digital downloads
• Gift cards
• Items damaged by misuse or negligence

Warranty vs. Returns

Distinguish between warranty claims and returns:

• Warranty Claims: For defective or malfunctioning equipment
• Returns: For changes of mind or incorrect orders
• Warranty repairs handled directly with manufacturers when applicable
• We provide warranty support throughout the warranty period

Exchanges

Item exchanges are available for:

• Wrong size or model ordered
• Defective items within return period
• Damaged items received

Exchange requests follow the same authorization process as returns.

Contact Information

For questions about returns and refunds, please contact us: