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Customer Services

Terms and Privacy

The following terms and conditions apply to all transactions on (AV Living Limited, company registration number: 10505809. The use of this site indicates your acceptance of these terms and conditions and the placement of an order indicates your acceptance of these terms and conditions. Please read them carefully.

These terms and conditions do not affect your statutory rights. To order goods through this website you must be at least 18 years of age. We will treat each order for goods as an offer by you to purchase the goods subject to these terms and conditions.

Description of Goods
All the products we sell are of a technical nature and it is not practical to publish detailed specifications of all the products. All images, descriptive matter, specifications and advertising on our site are for the sole purpose of giving an approximate description of the goods. Full detailed specifications are available from the manufacturer's brochures or their websites. All accessories supplied with a product are subject to upgrade or change at the manufacturer’s discretion. We will supply the product/s as supplied to us by the manufacturer.

Accuracy of Product Information
All product specifications, images and other information published on our website have either been made accessible by suppliers, manufacturer's, publications, publicists, or been gathered from public-domain sources. The intention of AV Living Limited is that all information on the website should be as accurate and up to date as possible. However, AV Living Limited cannot guarantee the reliability or the accuracy of the information contained within its pages. All the actions taken by the user of the website are the responsibility of the individual.

Payment and Price
All prices are clearly displayed on the Website, if due to an error or omission the price published for the goods is wrong whether or not the order has been confirmed. We will inform you of the correct price and give you the opportunity to cancel the order.

Typographical Errors
In the event a product is listed at an incorrect price due to typographical error or error in pricing information from our suppliers, taxes or duty changes, we shall have the right to refuse or cancel any orders listed at the incorrect price whether or not the order has been confirmed. If your credit card has already been charged and we subsequently cancel your order, we will immediately issue a credit to your credit card account in the value of the incorrect price.

Payment Methods
We can accept payments via credit or debit card including MasterCard, Visa, Visa Electron, Solo, Switch or PayPal. On the order you must provide us with your exact billing address and telephone number - the address and phone number your credit card bank has on file for you. Incorrect information will cause a delay in processing your order. Your order will only be processed once authorisation of your credit/debit card has been properly received.


Availability of Goods
All products and services are subject to availability and may be withdrawn at any time. If we do not supply the goods for any reason we will not charge you for these and we will refund any money already paid for them. However, we will not be responsible for compensating you for any other losses you may suffer if we do not supply the goods.

Delivery Charges

Destination             Service Courier Cost
UK Mainland Normally 1-2 Days* Royal Mail/Parcelforce £1.49-£2.99-£4.49*
UK Mainland Guaranteed Next Day** Parcelforce £5.99
UK Northern Ireland 2 - 3 Working Days Royal Mail £2.49
UK Northern Ireland Next Working Day Parcelforce £5.99
UK Offshore Islands 2 - 4 Working Days Royal Mail 1st £1.49 - £2.99 - £3.99*
UK Offshore Islands 2 - 4 Working Days Parcelforce £14.99
UK Channel Islands 3 - 4 Working Days Royal Mail 1st £1.49 - £2.99 - £4.49*
UK Channel Islands 3 - 4 Working Days Parcelforce £39.99
*Our sandard delivery service uses either Royal Mail 1st Class or Parcelforce 48, shipments using the standard delivery service are usually delivered within 1 - 2 working days.  However, this is not a guaranteed timed service so some orders can take a little longer to arrive.  The costs and method used is subject to the total basket weight/price.  We always show the price before any personal details are entered, to find the exact cost simply add what you need to your basket and select your delivery location.

**Our guaranteed next day serivice uses Parcelforce 24, providing the order is completed before 5pm the goods will be delivered the next working day, this is Monday to Friday from 7am until 6pm.  If a mobile phone number is provided during checkout you will receive a 1-hour delivery timeslot from Parcelforce on the morning of delivery.

As soon as we have delivered the goods to your door you will be responsible for them. We will only deliver goods to the address on the order and goods will not be left without a signature. From the time of receipted delivery of the goods, any loss or damage to the goods shall be at your own risk. Any transit damage to the goods, shortages or incorrect goods supplied must be noted on the delivery consignment note at the time of delivery.

Personal Injury and Accidental Damage
Although AV Living Limited supply items and goods for personal DIY fitting and installation, we always recommend a competent, trained person fit them. AV Living Limited accept in no way whatsoever any injury or damage that may occur to any person or property prior, during or after products purchased from are or have being fitted or installed.

Time Limitation for Notification of Claims

Damage in transit
If goods arrive in a damaged condition you must make a note on the carrier's delivery consignment note and it will be your responsibility to inform us in writing either by post or via email within 7 working days from delivery.

In-Correct Goods & Shortages
It is your responsibility to notify us in writing either by post or our messaging system of any in-correct goods supplied within 7 working days from the date of delivery, once we have been notified the correct goods will be dispatched as soon as possible. We will not be held responsible for any costs incurred due to incorrect goods being supplied.

We will not accept liability for goods lost in transit unless we are notified within 15 working days from the date of shipping.

Product Return Policy & Refunds

Returns Policy – No Fault Returns

Every product we sell (with the excpetion of products that need to be registered to enable full function) are covered by our 14-day money back guarantee. Simply let us know via phone or our messaging system that you want to return something, unused, in the original undamaged packaging, in a saleable condition along with your order number and we’ll give you a full refund (CONDITIONS APPLY, SEE BELOW).

Every item we ship is packaged in such a way that the product and products packaging is protected from damage and wear-and-tear during transit; therefore when returning an item for a refund you must package the item in such a way that it arrives back with us in the same condition it was sent, any returns not received in such condition will be subject to a 15% reduction in the refund amount for that particular item. This means you must not write, apply tape or attach items directly to the products packaging.

Returns Policy – Faulty Returns
We will refund or exchange any item deemed to be faulty on arrival providing we have been notified in writing (either by post or via email) within 28 days starting the day after delivery. Faulty items outside the 28 days of delivery will be repaired (or replaced at our discretion) and returned to you.

We must be informed in writing either by post or by email before your item/s are returned, we then reserve the right to either arrange collection of the goods at our expense or ask you to return the goods at your expense via Royal Mail Recorded Delivery, should we ask you to return the goods we will reimburse you the postage costs up to a maximum of £4.50 per order. All faulty items must be returned in the original packaging. Faults caused by accident, neglect or misuse will not receive any refund or exchange.

If the product/s returned are not deemed to be faulty by our technicians then no refund whatsoever will be issued and the product/s will be returned to you once return postage has been paid.

This returns policy does not affect your legal rights.

Refund Timescale
Refunds will be issued back to the payment method originally used when the order was placed. Refunds for goods not yet shipped are done on the day of cancellation, refunds for returned items are processed each week on the Friday after the items are received.

You will own the goods once we have received your payment in full and you have received the goods. We do not offer any credit facilities at the moment. We will issue you with an electronic invoice that can be printed from the Website and a hard copy to accompany your order. Failure by us to enforce any of these terms and conditions will not affect our right to enforce the rest of these terms and conditions. These terms and conditions are subject to change at any time without prior notice to you.

Privacy Policy

AV Living Limited takes your privacy rights as a customer seriously. This policy outlines the data we collect from our visitors and how we use it. Any personal information provided to us is used solely by AV Living Limited.

In order to monitor the performance of our site we collect the following information:

1. An IP address to monitor site traffic and volume.
2. A session ID to uniquely identify you on our site.

In order to fulfil any orders placed on we collect the following details:

1. Name
2. Address
3. Telephone number
4. Email address
5. Credit card and delivery address for security fraud checks (carried out by PayPal).

When you place orders we offer the use of a 128-bit encryption secure server for your maximum security. The secure server software (SSL) encrypts all information you input before it is sent to us. Furthermore, as required by the UK Data Protection Legislation, we follow strict security procedures in the storage and disclosure of information that you have given us, to prevent unauthorised access. Our security procedures mean that we may occasionally request proof of identity before we are able to disclose sensitive information to you.

AV Living Limited does not sell, trade or rent your personal information to others.

Last Updated: 25th April 2017