Returns & Exchanges
Easy returns and exchanges for your AV equipment purchases
Return Policy Overview
At Tawasul AV, customer satisfaction is our priority. We offer flexible return and exchange options to ensure you're completely satisfied with your purchase.
30-Day Return Window
Return new, unopened items within 30 days of delivery
Free Return Shipping
We cover return shipping costs for eligible returns
Quick Exchanges
Fast exchanges for different sizes or models
Return Eligibility
Items Eligible for Return
✓ New, Unopened Equipment
- Original packaging and seals intact
- All accessories and documentation included
- No signs of use or installation
- Within 30 days of delivery
✓ Defective Items
- Manufacturing defects
- Items damaged during shipping
- Wrong items shipped
- Extended return window for defects
✗ Items Not Eligible
- Opened or used items
- Custom configured equipment
- Software licenses (once activated)
- Personal audio devices (hygiene reasons)
- Items damaged by misuse
Return Process
Request Return Authorization
Contact our customer service team to request a Return Merchandise Authorization (RMA) number. Provide your order number and reason for return.
Package Your Return
Pack the item securely in its original packaging. Include all accessories, documentation, and the RMA number clearly marked on the outside.
Ship Your Return
Ship the item to our returns center using a trackable shipping method. For eligible returns, we'll provide a prepaid shipping label.
Processing & Refund
Once we receive your return, we'll inspect the item and process your refund within 5-10 business days to your original payment method.
Exchange Policy
Need a different size, model, or color? Exchanges are often faster than returns and refunds.
Exchange Options
- Direct Exchange: We ship the replacement item and provide a return label for the original
- Cross-Ship: Receive your replacement before returning the original (credit card hold required)
- Store Credit: Receive store credit for future purchases
Exchange Fees
- Same price item: No additional charges
- Higher price item: Pay the difference
- Lower price item: Receive refund for the difference
- Shipping: Free for defective items, standard rates for other exchanges
Refund Information
Refund Processing Times
Credit Card
5-10 business days after processing
Bank Transfer
3-7 business days after processing
PayPal
1-3 business days after processing
Refund Conditions
- Refunds processed to original payment method
- Original shipping costs are non-refundable (unless item was defective)
- Restocking fee may apply to opened items (15% for non-defective returns)
- Custom orders and special items are non-refundable unless defective
Installation Services Returns
For installation services, we offer a satisfaction guarantee rather than traditional returns.
Service Guarantee
- If you're not satisfied with our installation work, we'll return to make it right
- Report any issues within 7 days of completion
- If we can't resolve the issue, we'll provide a partial refund
- Warranty coverage for 12 months on workmanship
Contact Returns Department
Questions about returns or need to start a return? Our team is here to help.
Phone: +971 56 1631333
Email: returns@tawasulav.com
Hours: Sunday - Thursday, 8:00 AM - 6:00 PM
Returns Address: Will be provided with RMA authorization