Frequently Asked Questions
Why
should I register with AVC Direct?
How do I register?
What if I need
to change my details?
What if I need
to change my password?
What if I forget my
password?
Will my personal
information be safe?
Why does the Secure
Padlock Symbol not appear when ordering?
Is it safe and secure
to give my credit card details over the Internet?
I cannot find the product
I'm looking for, how do I search on this site?
What methods
of payments do you accept?
How long will delivery
take?
How much is the delivery?
Can I have a
product delivered outside the UK?
My purchase is a gift for someone
else, can I send it directly to their house?
Why do you only deliver
to cardholder's address?
What if I need additional
delivery information?
What is Extended Warranty?
My product does not work
- what shall I do?
How do I arrange a repair
for the product?
What happens
if you are out of stock of an item?
What if I want to cancel
or return an order?
What if I cannot find
the answer to my question?
Why
should I register with AVC Direct?
Registering with AVC Direct has a number of benefits for
you:
It saves you time when you are buying a product because
you won't have to enter your personal details again. You
can opt to receive information from us about products you
are interested in, including advance warning of special
offers and promotions. Over time, we will be able to personalise
the site according to your preferences, so you see more
of the products you like and you save time when shopping
How do I register?
To register, click on 'register' at the bottom of the home
page. Here you fill in a few details and create a password
- it's as simple as that! Full instructions are included
on the registration page.
What if I need
to change my details?
You can change your password whenever you want, just pick
up the phone and we will be ready to assist you - 0870 145
4500.
What if I need to change my password?
You can change your password whenever you want, just pick
up the phone and we will be ready to assist you - 0870 145
4500.
What if I forget
my password?
Give us a call on 0870 145 4500, have your details ready
and we will be ready to assist you.
Will my personal information be safe?
We will never sell, trade or rent your personal information
to any third party without your explicit permission.
Why does the Secure
Padlock Symbol not appear when ordering?
This is due to the website's Frameset (design). The window
in which all data is processed is 100%. This is verfied
by VeriSign if you click on the logo in the bottom left
hand-side of the website.
Is it safe and secure to give my credit
card details over the Internet?
Our site uses industry standard Secure Sockets Layer (SSL)
technology to provide encryption of personal information
such as your name, address and credit card details. In this
way, information passed between your computer and us cannot
be read in the unlikely event of someone intercepting it.
I cannot find the
product I'm looking for, how do I search on this site?
We have several product search methods on our site, please
use 'How to shop' help page available via the home page
or Information and Help page. If you still cannot find the
product that you are looking for then email your enquiry
to info@avcdirect.co.uk.
Alternatively you may call us on 0870 145 4500 for a quicker
result.
What methods of payments do you accept?
We take the following major credit cards; Master-Card, Visa,
Switch and Delta. You can pay by cheque or postal orders
but these need to clear by the bank before the goods are
despatched. (At least 5 working days)
How long will delivery
take?
For delivery times, please read our Delivery Information
page available via the Information and Help page.
How much is the delivery?
To calculate delivery prices simply add your desired items
to your basket, you may remove them at a later stage.
Can I have a product delivered outside
the UK?
Currently we are only able to deliver to UK addresses (including
Northern Ireland, but excluding the Channel Islands).
My purchase is a gift for someone else,
can I send it directly to their house?
Unfortunately not, as we only deliver to the cardholder's
address as a security measure. However, we are constantly
looking for ways of improving the functionality of our site,
and we hope to be able to offer a gift delivery service
soon.
Why do you only
deliver to cardholder's address?
This is a security measure; it helps prevent credit card
fraud by ensuring that only the cardholder can receive products
ordered over the Internet. We are constantly reviewing and
upgrading our security procedures to ensure that shopping
with us online is as safe as possible.
What if I need additional delivery information?
For full details of delivery please read our Delivery Information
page accessible at the bottom of any page. If after reading
this information you still need to contact us, then please
e-mail us at sales@avcdirect.co.uk
(or go to 'Contact us' selectable from the top bar in the
home page) and we will get back to you as quickly as we
can.
What is Extended Warranty?
AVC Direct offer a full range of service agreements on our
products. Any product with an Extended Warranty Service
Agreement has protection for up to 5 years. The service
agreement allows for unlimited free repairs for breakdowns
or damage to your product during normal use. This also
covers the product against accidental damage. You can also
transfer your Extended Warranty contract if you pass the
product on to someone else, for example if you bought it as
a gift. For more information on Extended Warranties, select
the 'Extended Warranty' link at the bottom of any page. If
you still require further information about Extended
Warranties, call us on 0870 145 4500 or send us an e-mail to sales@avcdirect.co.uk
(or go to 'Contact Us' at the top bar in the home page and
we will get back to you as quickly as we can.
My product does not work - what shall
I do?
The AVC Direct service line is open from 9.00 am to 5.30
pm, Monday to Saturday. Phone 0870 145 0013. All the contact
telephone numbers for our helplines can be found at 'Contact
Us' via top bar of the home page.
How do I arrange a repair for the product?
You can email to service@avcdirect.co.uk
detailing the problem and our service department shall reply
back as soon as they can, alternatively call our service
department on 0870 145 0013.
What happens if
you are out of stock of an item?
Once we have accepted your order, the stock is automatically
reserved for you. In the event that we are out of stock
of an item that you have ordered we will contact you by
e-mail or telephone and let you know the expected delivery
time from our suppliers. If possible, we shall also offer
you an alternative product.
What if I want to cancel or return an
order?
You may cancel your order within 7 days
from delivery, however, we must be notified by email (service@avcdirect.co.uk)
of your intention to cancel, within 7 days after receipt
of the goods.
-
Goods
must be returned to our Returns Department within 14
days from authorisation. After the 14 days, we will
not accept returns of unwanted and non-faulty items.
-
Goods
must be re-packaged as received (e.g. if you have opened
the box to examine the product it must have been done
so without damaging the box or product in any way) and
all components and accessories must be returned.
-
any
‘Free’ goods supplied with the products must also be
returned.
Please
note:
We will not accept returns of the following items; Recording
Media (CDs, DVDs or Minidiscs) / goods which were a special
order to the customer’s specification. It is your responsibility
to return the unwanted items at your expense and risk.
Returns will not be accepted without prior authorisation.
The returns authorisation is valid for up to 14 days only.
Goods sent back to us without prior authorisation will
be returned back to you and the cost of delivery charged
to your account.
Refunds:
Full refund of the cost of the goods
is conditional upon the above conditions being met and
the refund authorised only after a full inspection of
the goods by our Returns department who will check if
all the correct products have been returned and their
condition. Refunds will be considered under the following
criteria…
1) If the goods returned
are complete and unused and in original box and packaging
including all accessories and in a re-sellable condition:
You will be refunded the full invoice amount less the
cost of delivery & collection:
2) If the goods returned
are complete and unused and in original box and packaging
but with accessories missing:
You will be refunded the full invoice price, less the
cost of delivery and cost of missing accessories (see
below for an indication of the charges).
3) If the goods
returned are not in a re-sellable condition:
We will not accept these back under the above terms and
the goods will be returned back to you and the cost of
delivery charged to your account.
An indication of the
charges for missing accessories:
-
Charger/Adaptor:
£40 Inc Vat
-
Headphones:
£20 Inc Vat
-
Instruction
manual: £10 Inc Vat
-
Lead:
£20 Inc Vat
-
Media
Card: £45 Inc Vat
-
Memory
Stick: £45 Inc Vat
-
Rechargeable
battery: £45 Inc Vat
-
Remote
Control: £55 Inc Vat
-
Television
stands missing or incomplete will be charged at the
full replacement cost of the stand plus 20% handling
fees.
What if I cannot find the answer to my
question?
Answers to the most common questions should appear here,
but if your question is not addressed please try the following
areas of the site: How to shop - for information about using
this site; Jargon buster - for an explanation of technical
terms; Extended warranty - for information about AVC Direct's
extended product guarantees. If your question has still
not been answered, please e-mail us at info@avcdirect.co.uk
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