The following policy is only applicable to online purchases through www.custavs.com
All Returns Require Prior Authorization
No returns will be accepted without an RMA # – Please call 1-888-715-3513 for an Return Authorization Number. Any item returned without authorization will be refused.
Return of New Items
Custavs.com allows you to return any new, factory-sealed and unopened merchandise within 28 days of your purchase date. You may choose a full-credit product exchange or a full credit by the same means payment was made. Shipping charges cannot be refunded.
All returned merchandise must be unregistered, in complete original manufacturer’s packaging, same condition as sold, with all accessories, literature, instructions, documentation and blank warranty cards.
Return of Damaged or Defective Items
Custavs.com allows you to return a damaged or defective item within 14 days of your purchase date. You may choose a full-credit product exchange or a full credit by the same means payment was made. Please include a detailed written description of the defect and how to replicate the problem. Merchandise found to be non-defective will be subject to a 20% restocking fee. Additional fees may be assessed for missing hardware.
Custavs.com is unable to accept returns of the following:
• Televisions (must be repaired by the manufacturer’s authorized factory service center)
• No refunds or exchanges on used or opened merchandise unless defective.
• No refunds on labor and/or installation services.
• No refunds on consumables including but not limited to recordable media, photo paper, digital memory, tapes, batteries, CD/DVD’s, etc.
• No refunds on opened computer software, movies, music and video games. (To get credit for these items, they must be unopened. If the original is damaged or defective, please see details above).
• No refunds on special order merchandise.
• No refunds on any product with a service activation feature.
Any merchandise missing the original Universal Product Code (UPC) cannot be returned. If the item is damaged or defective, please see details above.
In the event an item is exchanged there will be a restocking charge of up to 20% to be levied with the sole discretion of Custavs.com. A 25% restocking fee will be charged on special order products. These fees apply unless the item is defective or damaged, you received the wrong item, or the fee is prohibited by law.
Packaging Your Return
Returned merchandise must include all factory packed accessories in the original carton with all UPC and Bar Codes intact. Incomplete returns will receive a reduced credit reflecting any missing accessories. Return merchandise must be double boxed with no writing on the manufacturer’s box. Your Return Authorization Number must be displayed prominently on the outside of the shipping box.
Please remove all personal data (e.g., computer or wireless phone data, videotapes) from any returned products. Custavs is not responsible for any personal data left on or in these items.
Promotional Items and Rebates
Any product that is returned without the promotional item(s) included with the original transaction (e.g., buy TV, get free DVD player; buy TV, get free Gift Card; or buy TV, get DVD player for half off) will have the value of the promotional item deducted from the refund amount. Any product that was purchased when a mail-in rebate was available on the purchase is subject to having the amount of the rebate deducted from the refund amount.
Return Shipping Costs
You are responsible for shipping any return product to our warehouse. In the case that you exchange a defective product for a new product, Custavs.com will provide and pay for the outbound shipping for replacement merchandise. Returned merchandise must arrive no later than 14 days after we provide you with a Return Authorization Number.
Returns meeting the conditions outlined above will be processed within 5 business days following receipt. Processing may be slightly extended during peak business periods.
Custavs.com reserves the right to deny any return.
You may return items for which you used Gift Cards in accordance with our regular Return Policy. After making a purchase, we recommend that you keep your Gift Card until you receive the item and are sure it’s what you want. The Gift Card amount applied to the item being returned will be credited back to your Gift Card.