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Customer Service

Shipping & Delivery

We believe in providing the best customer service possible. This is why we don’t think it’s fair that you should have to pay for delivery of your new electronic products. You wouldn’t pay for delivery if you came to our store, so why should you pay online?

With that in mind AV Lounge is happy to offer FREE DELIVERY on every purchase with our Standard Delivery option!

Products are usual dispatched on the same working day if ordered before 2:00pm. You will receive email notification when your product has been dispatched.

Free Delivery is based on delivery within 3-4 working days. If you require NEXT DAY or SATURDAY delivery, please choose this option at the checkout.

Privacy & Security

Your privacy & security is of the upmost importance to us and as such the checkout process and the My Account section of the AV Lounge website have been secured behind a 256-bit SSL certificate. Each time you enter a secure area of our website, you should notice a Trusted Green Address Bar and a padlock symbol. You can also verify the secruity of our website by clicking on the Verified & Secured button, which can be found in the site footer.

We collect information about you in order to process your order and to tailor your visit to our website to be as relevant to you as possible. That information will only be shared with other parties that are involved in the fulfilment of your order. We do not send random marketing emails to personal email addresses. For more inormation, please read our privacy policy.

Returns & Replacements

No Quibbles 7 Day Money Back Policy. At avlounge.co.uk you can shop with complete peace of mind.

If you purchase anything from us, and you change your mind once you have received your order, you can send it back to us any time within 7 days for your money back with no questions asked.To return a fully working item to us for your money back please email [email protected] quoting your order reference and the reason for returning your product.

Our No Questions Asked Money Back Policy applies in relation to every product we sell provided:

  • You notify us of your intention to return the item/s within 7 days of your order
  • The returned item/s are received by us within 10 days of us accepting your return with email confirmation
  • The item/s are returned to us in 'as new' condition with all internal and external packaging, accessories, swing tags, labels and manuals complete and intact. This
  • includes remote controls and power leads tempting though this may be!
  • The item/s are NOT used and are in 100% re-saleable condition when we receive them back
  • The item is securely packed in original packaging.
  • That you DO NOT stick or write anything on the item itself or its packaging. If necessary Please only write or place postage stickers on the outer postage packaging
  • Your refund will be the amount you paid for the items returned, less the cost of collection which is dependent on weight and distance but will be no more than 50 pounds for all items less than 30kg in weight despatched to UK mainland

Any product returned as faulty within the first 14 days of purchase must be assessed by the manufacturer to confirm that it is faulty. This process can take up to 72 hours from collection of the product. Once a fault is confirmed then we will be happy to offer a replacement of the product. For all UK mainland orders collection and replacement costs will be met in full by AV Lounge.

All original packaging must be retained for returns/refund/warranty purposes. If you wish AV Lounge to replace faulty goods you are STRONGLY RECOMMENDED to have kept all the original packaging and accessories. If your goods go faulty within 14 days and you have not kept the packaging you will be required to purchase sufficient new packaging so that the goods can be safely retuned, and may be liable in cases where goods are returned damaged and improperly packed. If you dispose of the packaging then it will be your responsibility to source alternative adequate packaging to use to return the item.

NB: For faulty Sony or Pioneer products we must be informed within 7 days rather than 14.

For further information please read our Terms & Conditions.

Ordering

Ordering online from AV Lounge is a simple & straightforward process. Browse or Search through our extensive catalogue of Home Entertainment products & accessories and add your desired items to your basket as you go along. We'll keep you aware of your basket total at the top right of the page. Once you're ready to finalise your purchase, click on Checkout (top right) and proceed with entering the required personal details to complete your purchase. Should you wish to monitor progress of your order, please register (if you have not already done so).

Should you have any difficulties with the site, during our Opening Hours (Mon-Fri 10am-7pm, Sat 9am-6pm, Sun 11am-5pm) please call us on 020 8204 8565 or speak to one of our representatives through our live chat.

Some products are not available to purchase online. You will be informed if this is the case and request to call / chat to us for further information.

Payment, Pricing & Promotions

When completing your order online, you will be given two payment options to chose from (Barclays ePDQ or Amazon Payments). Once your payment is complete you will receive email confirmation that the transaction has been successful / unsuccessful.

AV Lounge reserve the right to change / withdraw pricing & promotions from the site at anytime. Please note that if a discount code has been generated by a 3rd Party website, we are not responsible for this.

Updating Account Information & Viewing Order

If you have chosen to register with on our site, you will be able to update personal information at any time and view the progress of your orders. Should you wish to close down your account with AV Lounge, please get in touch with us via email ([email protected]).