If you are experiencing technical difficulties with an Aquatic AV device, the first step is to contact the AAV Support Team through the chat function on our website at aquaticav.com, or email at [email protected]. This first step is crucial and must be done prior to sending the product you want to return to AAV Headquarters. After our Support Team has reviewed your case, they will let you know if an RMA or Return Merchandise Authorization can be issued.
To return an AAV product, customers must first make sure it is registered online at account.aquaticav.com or via the Aquatic AV app. This allows us to identify and track your product from start to finish. This rule applies to both domestic and international customers.
Do not send your device to us until you have received an RMA; devices sent prior to receiving will have to be returned to the sender. Once you have been issued an RMA and advised to send us the device, you can do so by shipping it to the following address:
AAV HQ ATTN: AAV Returns Department
[include your RMA Number here]
282 Kinney Drive
San Jose, CA 95112
Please include your RMA Number on the second address line as represented above, or elsewhere on the box. Please ship only the authorized unit(s) within proper packaging, as damaged or lost goods during shipment are the customer's sole responsibility.
When we receive your device in the mail, we will have our team inspect it to see if it's something that needs to be repaired, replaced, or refunded depending on the situation. If a defect is found in a unit that is still under warranty, Aquatic AV will repair or replace the defective goods with an equivalent replacement via prepaid ground freight. If no defect is found, the unit(s) will be returned as received. Should Aquatic AV have no satisfactory replacement model(s), a credit will be issued. All units returned for credit, if not complete, will be charged a 10% re-stocking fee. *Please note: Exceptions include but are not limited to televisions, monitors and other video transmitting or receiving equipment where the warranty period is only 1 year.
If the product is damaged or otherwise out of warranty, the RMA will be canceled, and the device will be returned to you at no cost. If your device needs a replacement part that is not covered under warranty and we are able to locate that part for replacement, we will give you the option to purchase it and will install it for you. Please note that different rules may apply for international customers. Please contact [email protected] with questions regarding international returns following product registration.
The following may result in the loss of warranty: insufficient packaging, incomplete unit(s), unit(s) not returned with its original box, any MISUSE beyond normal use, or modified/altered unit(s) including, but not limited to: cut harnesses, cut cables, disassembly of units, missing/modified serial numbers, missing date codes, etc. Unit(s) void of warranty will require an out of warranty service fee for repairs or the units will be returned to sender.
Aquatic AV reserves the right to modify their return policy without prior notice.