Refund policy
Last updated: July 9, 2026
At Unify AV, our goal is to help you choose the right audio, video, networking, and smart home products for your space. Many of the products we sell are specialty electronics, custom-ordered items, or products selected as part of a designed system. This policy is intended to keep the process fair, transparent, and practical for both our customers and our business.
Regular Stock Items
Most regular stock items purchased from Unify AV may be returned within 14 days of purchase or delivery for a refund, or exchanged within 30 days for another product or store credit.
To be eligible for a return or exchange, the item must be:
- In original, clean, resellable condition
- Complete with all original packaging, manuals, accessories, remote controls, power cords, mounting hardware, and included materials
- Accompanied by the original receipt, invoice, or order confirmation
- Returned with a valid return authorization from Unify AV
Items that are damaged, incomplete, missing packaging, missing accessories, altered, or no longer in resellable condition may be declined or may be subject to a restocking fee.
Return Authorization Required
Please contact Unify AV before returning any product. Returns shipped or dropped off without prior authorization may be delayed, refused, or returned to the customer.
To start a return or exchange, contact us with your order number, invoice number, or proof of purchase, along with the reason for the return.
Special Order Items
Special order items are products ordered specifically for a customer and may include items that are not regularly stocked, custom-selected, custom-finished, built-to-order, or sourced from a supplier for a specific project.
Special order items are final sale once the order has been placed with the supplier and are not eligible for return or exchange unless the product is defective, damaged on arrival, or otherwise approved by Unify AV in writing.
Special order deposits may be non-refundable once the order has been submitted to the supplier. If a special order can be cancelled, any supplier cancellation fees, shipping fees, or restocking fees may be deducted from the refund.
Non-Returnable Items
The following items are final sale and cannot be returned or exchanged unless defective or otherwise approved by Unify AV:
- Clearance, final sale, discontinued, demo, open-box, or pre-owned products
- Special order or custom order products
- Installed products, including in-wall speakers, in-ceiling speakers, outdoor speakers, mounts, brackets, networking equipment, cameras, lighting controls, smart home devices, and any product that has been physically installed
- Products with cut, stripped, painted, drilled, modified, or terminated wiring
- Custom-cut wire, bulk cable, speaker wire, network cable, fibre, or other cut-to-length materials
- Opened headphones, earbuds, earphones, or microphone headsets for hygiene reasons
- Opened cartridges, styli, replacement needles, or similar wear items
- Opened records, media, software, licenses, downloads, or activated products
- Gift cards
- Labour, installation, design, consultation, delivery, programming, calibration, and service fees once work has been scheduled, started, or completed
Installed Products & Project Equipment
Products installed by Unify AV or by another installer are not eligible for return once installed. This includes products that have been mounted, wired, programmed, calibrated, physically modified, or integrated into a system.
If an installed product appears defective, Unify AV will help diagnose the issue and work with the manufacturer according to the applicable warranty process.
Defective, Damaged, or Dead-on-Arrival Products
If your product arrives damaged, defective, or dead on arrival, please contact Unify AV as soon as possible.
Shipping damage must be reported within 48 hours of delivery. Please keep all packaging materials, take photos of the packaging and product, and do not discard the box or packing materials until the claim has been resolved.
For products found to be defective within 30 days of purchase or delivery, Unify AV will work with you to arrange a replacement, exchange, refund, or manufacturer warranty support, depending on the product, brand, and nature of the issue.
After 30 days, product issues are generally handled under the manufacturer’s warranty. Unify AV will assist with warranty coordination where possible.
Restocking Fees
Unopened eligible stock items returned in complete, original condition are generally not subject to a restocking fee.
Opened products that are accepted for return may be subject to a restocking fee of up to 15%.
Items returned incomplete, damaged, missing packaging, missing accessories, showing signs of use, or requiring additional inspection, repackaging, or handling may be subject to a higher restocking fee or may be refused.
Oversize or freight-shipped items, including large TVs, floorstanding speakers, subwoofers, furniture, screens, racks, or heavy equipment, may be subject to return freight charges and handling fees.
Shipping Costs
Customers are responsible for return shipping costs unless the item is defective, damaged on arrival, or the return is due to an error by Unify AV.
Original shipping, delivery, installation, and handling charges are non-refundable unless otherwise approved by Unify AV.
Returned products must be packed safely in the original manufacturer packaging and an outer shipping box where appropriate. We recommend using a trackable and insured shipping method. Unify AV is not responsible for items lost or damaged during return shipping.
Refunds
Once your return is received and inspected, Unify AV will notify you whether the return has been approved.
Approved refunds will be issued to the original payment method where possible. Please allow several business days for the refund to be processed by your bank, credit card provider, or payment processor.
If the original payment method is unavailable, Unify AV may issue store credit or another approved form of refund.
Exchanges & Store Credit
Eligible items may be exchanged within 30 days of purchase or delivery. If the replacement item is of greater value, the customer is responsible for the difference. If the replacement item is of lower value, the difference may be refunded or issued as store credit at Unify AV’s discretion.
Store credit is not redeemable for cash.
Price Protection
If Unify AV lowers the regular advertised price of an eligible item within 15 days of your purchase, we may issue a price adjustment for the difference upon request.
Price protection does not apply to clearance items, open-box items, demo items, limited-time supplier promotions, special order items, custom project pricing, pricing errors, bundle pricing, installation packages, or competitor pricing.
Warranty Support
Most new products sold by Unify AV include the applicable manufacturer’s warranty. Warranty terms vary by brand and product category.
Unify AV will assist customers with warranty support where possible, but warranty approval, repair, replacement, or service decisions are ultimately subject to the manufacturer’s policies.
Damage caused by misuse, improper installation by others, accidents, power issues, environmental conditions, physical damage, unauthorized modification, or normal wear and tear may not be covered by warranty.
Final Approval
Unify AV reserves the right to inspect all returned products and to approve, refuse, or partially refund returns based on the condition of the item and the terms of this policy.
This policy does not limit any rights you may have under applicable consumer protection laws.