FREQUENTLY ASKED QUESTIONS
Do you have a physical location?
Yes, our office and showroom is located at: Unit 219, 35 Doody Street Alexandria, Sydney.
Can I pick-up from you?
YES, just let us know before hand either via phone or email, that you wish to come and pick-up your item, so that we can have it ready for you.
What is Life And Durability Of Your Products?
Our products are designed tested and manufactured in advanced state-of-the-art facilities using the highest grades of materials and technology. Depending on the product type, with a little care and maintenance they can last over 15 years. Most electronic products come with either a manufacturers 1 Year warranty and up to 3 Years Warranty. Hardware type products like TV mounting brackets can come with 5 year warranties all the way up to a life time warranty. Please check the manufacturer’s website for warranty details.
ORDERS, SHIPMENTS, DELIVERIES AND INSTALLATIONS.
Can I Order By Phone?
You can place an order by telephone by calling 1300 130 260 between 9am and 5pm Monday through Friday.
Do You Ship, Deliver and Install at my Location?
Yes. In order to provide superior customer experience it is a constant and ongoing endeavour on our part to deliver to most locations with in Australia. However installation is only available in The Sydney Metro Area. Installation cost is on a quotation basis. Please check the shipment and installation availability for your location while placing your order.
Can I Assemble The Products Myself?
Most of our products are packed and shipped already assembled and ready to use out of the box, some assembly may be required for such things as TV and monitor brackets. Instruction manuals that comes with all our products.
What Is The Estimated Delivery Time?
Your order is processed immediately upon completion of the online transaction and shipped within 3 – 7 working days. The actual delivery depending on your location, the quantity of your order and the type of item being shipped may take another 3 to 7 days. Generally the deliveries are much faster for smaller items which can be shipped through our network of courier services. For larger and heavier items like projector screens, large speakers etc. that need specialised packing and transportation, it may take a little longer. On an average you can expect your deliveries within 7 Days.
Can I Place An Order And Request A Delayed Delivery On A Future Point In Time?
Yes you can request for a future delivery date that is convenient to you and we will ship the item to you so that it reaches you around the date indicated by you.
Can I Place An Order For Items That Are Not In Stock? What Is The Delivery Period For Such Orders?
Sometimes a product may be out of stock or may not be immediately available. For such products you have the option of paying a 60% advance and placing an order. Our delivery periods range from 4 to 8 weeks depending on the quantity and the type of products being ordered. Call us for further details on order and delivery details of the specific product.
What Is The Delivery Lead Time For Customised Pre-Orders?
A lead time of 6 to 8 weeks is required for such orders.
We will refund you in full if the product you ordered is faulty, not the item you ordered, out of stock, the wrong colour, or did’nt receive your order (subject to an investigation by our courier service) etc. If you paid by Paypal we will refund your Paypal account, please allow at least 5 Business Days for a refund to appear in your Paypal account. If you paid with a Credit Card then we will refund the same Credit Card that was used, again please allow at least 5 Business Days for your refund to appear. The same goes for Direct payments to our Bank Account. We will require your Account details for a refund.
Can I Cancel An Order?
Unless cancelled on the same day cancellation are not allowed once an order is placed.
What If I Receive A Damaged Product Or If The Product Is Different From The One Ordered?
If you have received a product that is damaged or is different from the one you ordered please notify us immediately by calling us on 1300 130 260. If the complaint is genuine and legitimate we will initiate a replacement immediately. We require that the following terms and conditions are complied with when returning a product that needs to be replaced.
An immediate replacement will be provided in case of the product having any manufacturing defect or damage.
In the event of non availability of replacement we will process a full refund within seven days of receipt of the returned item.
The product should be unused, and in its original packing. Returns against the damaged/defective product will be accepted only if notified within 24 hours of delivery.
Refunds will be processed within a maximum of 7 business days of receipt of the product provided goods are received in acceptable condition. The mode of refund will be based on the mode of payment chosen at the time of placing the order.
The returned products are subject to verification and checks by csvav.com.au in order to determine the legitimacy of the complaint. If the complaint is not legitimate the product cannot be returned.
What is your Returns Policy?
We understand that sometimes returns are necessary. If you are not 100% satisfied with your order, you may be able to return it to us for a refund. This will be at our discretion once we have all the facts. Usually such things as a change of mind or not liking the colour for e.g would not be a good enough reason. On the other hand if the product hasn’t been used and the box hasn’t been opened then, this may be favourable in the case of a return. This must be done within 14 days of delivery.
Product must not show any evidence of wear and must be returned with all its original packaging. Items must be returned within 14 days of date received. Original shipping and handling charges are non-refundable. Make sure the product is in its original packaging, and place it in its original shipping box.
From the time your item has been received in our warehouse, please allow up to 3 business days for your return to be processed. As soon as your return is received and processed you will receive an email confirmation.
If purchased from a store or event we can only refund the original form of payment, and only with the original sales receipt. We apologise for any inconvenience. Returns received without a receipt will be returned to the customer.
If you purchased online and want to return it in a store, you may do so for a refund, an exchange or store-credit.
As soon as we receive and process your return we will email a confirmation to the email address you provided on your original order. Note, if there is a refund due, this refund will be noted in your email confirmation and typically shows up on your credit card account or PayPal, within 2-5 business days (depending on your credit card) or by your next credit card statement.
What Different Payment Options Are There?
There are multiple payment options, which you can use including online and offline
You can make your purchase payment with credit card, debit card or online fund transfer.
All Visa, Master and American Express Credit Cards are accepted.
Debit Card: All Visa and PayPal accepted.
Offline payments can be made with cash deposit or money transfer through eWAY Customers making offline payment should contact CSV Audiovisual on 1300 130 260 and confirm his/her payment modalities.
PRIVACY AND SECURITY
Is It Safe To Use Debit Card/Credit Card On Your Website?
CSV Audiovisual has sophisticated website encryption and authentication tools to protect the security of your credit card details, and we will do our best to protect its security on our systems. Specifically, every page in the csvav.com.au ordering process that requests credit card information uses Secure Socket Layer (SSL) encryption, which is designed to render information unreadable should anyone try to intercept it.
Is My Account Information and Cards Details Stored Or Shared With Others?
CSV Audiovisual does not store your credit card information or share it with others.