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Returns & Refunds

OUR GUARANTEE

Pro AV Source guarantees that all new products sold are authentic, new, and free from defects at the time of shipment.

If an item arrives damaged or defective, please notify us promptly so we can assist with repair or replacement in accordance with the manufacturer’s warranty and our Return & Refund Policy.

This guarantee does not extend to normal wear, misuse, improper installation, or customer error. All returns, exchanges, repairs, and refunds are governed by the terms outlined in our Return & Refund Policy, which supersedes any general guarantee language.

In the event that a product needs to returned to Pro AV Source, you must contact us in advance for a Return Merchandise Authorization (RMA) number at 646.661.4078 or Email. Products received without a Return Authorization number will be refused.

At Pro AV Source, we stand behind the products we sell while recognizing that professional audio, video, lighting, and staging equipment requires clear and firm return standards. Please review this policy carefully before purchasing.

By placing an order with Pro AV Source, you agree to the terms outlined below.

RETURN ELIGIBILITY (NON-PARTS)

We offer a 30-day return window for eligible products, beginning from the date of delivery.

To be eligible for a return, items must:

  • Be returned within 30 days of delivery

  • Be in new, unused condition

  • Include all original packaging, manuals, accessories, warranty cards, and materials

  • Show no signs of wear, installation, use, or damage

All returns require prior authorization.

RETURN AUTHORIZATION (RMA REQUIRED)

You must contact Pro AV Source before returning any item to obtain a Return Merchandise Authorization (RMA) number.

  • Returns sent without an RMA will be refused

  • We ship from and return to multiple warehouse locations; the correct return address will be provided with your RMA

📞 646-661-4078
📧 Contact us via email

RESTOCKING FEES

  • A 15% restocking fee applies to all approved non-defective returns

  • An additional 10% fee may apply if items are returned without original packaging, accessories, or materials

Restocking fees are deducted from the refund amount.

SHIPPING & HANDLING

  • All return shipping costs are the responsibility of the customer

  • Original shipping and handling charges are non-refundable

  • If free shipping was offered, the actual shipping cost may be deducted from the refund

  • We recommend using a trackable and insured shipping method

REFUNDS

Once a return is received and inspected:

  • Approved refunds are issued to the original payment method

  • Refunds are processed within 1–3 business days

  • Refunds apply to product cost only, less applicable fees

DEFECTIVE OR DAMAGED ITEMS (NON-PARTS)

If an item is defective or damaged upon arrival:

  • You must notify us within 20 days of invoice date

  • Items must be returned complete, including all packaging and accessories

  • Defective items are handled as repair or replacement only, at Pro AV Source’s discretion

Refunds for defective items are not guaranteed and may be subject to inspection results.

PARTS RETURNS (NON-NEGOTIABLE)

ALL PARTS SALES ARE FINAL.

  • Parts are non-returnable and non-refundable

  • Installed parts are not eligible for return

  • The only exception is parts that are damaged from the factory upon arrival

Factory-damaged parts:

  • Must be reported immediately upon receipt

  • Are exchange only (no refunds)

  • Customer is responsible for all return shipping costs

Please confirm part compatibility before ordering. If you are unsure, contact our Pro Staff prior to purchase.

NON-RETURNABLE ITEMS

The following items are not eligible for return or refund:

  • Replacement parts (except factory-damaged upon arrival)

  • Phono styli & cartridges

  • Headphones and earbuds

  • Liquids, gases, sprays, fog fluids

  • Software, digital downloads, media

  • Clearance, discontinued, demo, or special-order items

  • Any item identified as non-returnable at time of sale

ORDER CANCELLATIONS

Orders may be cancelled only if they have not yet been invoiced or shipped.

If an order has shipped:

  • You may refuse delivery with the carrier, or

  • Return the item following the standard RMA process

Refunds are issued after the item is returned, received, and inspected. Shipping charges and restocking fees apply.

POLICY ABUSE

We reserve the right to refuse returns or limit return privileges for customers who abuse or attempt to circumvent this policy, including excessive or improper returns.

QUESTIONS & SUPPORT

For return authorization or questions regarding this policy:

📞 646-661-4078
📍 Pro AV Source
447 Broadway, 2nd Floor
New York, NY 10013