If your Aquatic AV product was purchased directly from Aquatic AV or from an Authorized Dealer, you may be eligible to return it directly to us for repairs, replacement, or a refund depending on the situation. However, the AAV Support Team will first want to speak with you to ensure that all attempts have been made to help you get the device working to your satisfaction. You can contact AAV Support via the chat function on our website or email at [email protected].
Following this step, you can begin the request for return process if your product has been registered with Aquatic AV.
Customers must register their product online at account.aquaticav.com or via the Aquatic AV app before initiating the return process. This allows us to identify and track your product from start to finish. This rule applies to both domestic and international customers.
After registering your product and contacting the AAV Support Team, or vice versa, we will let you know if your product is eligible for return. If so, we will issue an RMA or "Return Merchandise Authorization" number to you; this helps us keep track of your individual return process.
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 that'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 to 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.