Last Updated: Sept 2026
At AV Collection | AV Luxuries, we want you to be happy with your order. Please read our Returns & Exchanges Policy carefully before making a purchase.
Returns & Exchanges
AV Luxuries | AV Collection does not offer refunds or exchanges unless an error has been made by us or our supplier with your order.
Refunds will only be considered where required by applicable consumer law or where an error has been made by AV Collection | AV Luxuries or our supplier, for example if an incorrect or faulty item has been supplied.
Any fault, issue or incorrect item must be reported within 7 days of delivery.
Faulty or Incorrect Orders
If you receive a faulty item or an item that differs from your order, please contact us as soon as possible.
Please provide:
Your order number
Clear photographs showing the issue.
A brief description of the problem.
Once reviewed and approved, we will arrange a replacement item or another suitable resolution where appropriate.
How to Return an Item
Before returning any item, you must contact AV Collection | AV Luxuries first.
Returns sent without prior approval may be refused and returned to the sender.
When returning your parcel, please include:
- Your full name.
- Your order number.
- Your return address.
- Whether you are requesting an exchange or reporting a fault.
Please return the approved item as soon as possible after receiving our return instructions.
Return Address
Please return approved items to the return address provided on the original packaging or supplied by our customer service team.
Once We Receive Your Return
Once your return has been received, we will inspect the item to ensure it meets the conditions outlined in this policy.
If your exchange has been approved, we will contact you to arrange your replacement item and dispatch it as soon as possible.
For faulty or incorrect orders, we will confirm once your replacement has been dispatched.
Important Information
- Return requests made more than 7 days after delivery may not be accepted.
- We do not offer refunds for change of mind, incorrect sizing or unwanted items.
- Customers are responsible for ensuring returned items are packaged securely to prevent damage during transit.
- Unless the item is faulty or supplied incorrectly, customers are responsible for the cost of returning goods.
Your Consumer Rights
This Returns & Exchanges Policy is provided in addition to your statutory rights under applicable UK consumer protection legislation. Nothing within this policy is intended to limit or exclude any rights that cannot legally be excluded.
Contact Us
If you have any questions regarding returns or exchanges, please contact us using the details available on our Contact page.