 | Phone: (860) 946-0698 |  | Hours: 11 AM to 7 PM Eastern | Monday - Friday |
| Phone: (860) 946-0698 | | Hours: 11 AM to 7 PM Eastern | Monday - Friday |
By ordering from Fundamental Audio and Video, please read that you agree to the following. By ordering from Fundamental Audio and Vide either thru phone, web, email, live chat, in-store, or any other way, you agree to these terms. |
All desktop and laptop systems have a 30-day money-back guarantee. If you are not satisfied with your system, you may return it at any point within 30 days of receipt for a full refund minus shipping fees.
Before any return of any nature can be made, an RMA number must be issued. The customer must contact us to have said number issued. The customer must be willing to troubleshoot their system with our tech support team before issuing an RMA.
Technical support is provided via telephone, remote desktop, and email.
Refusal to troubleshoot the system with support may result in additional charges for the return of systems or components and may discontinue our warranty services. Suppose a supposedly faulty component is returned without the approval of Fundamental Audio and Video, and it is found not to be defective. In that case, the customer shall be charged for any new component they have received and any shipping charges incurred to Fundamental Audio and Video.
You may cancel up to five business days after purchase for a full refund. Any requested rush order fees are non-refundable.
Beyond five business days, the system is considered in the building stage. All cancelations will be subject to a restocking fee of up to 15%.
We want you to be satisfied with your purchase. If you are not happy with any new audio or video hardware product, for any reason, you may return it for a refund of the purchase price minus shipping costs.
You may also request store credit or exchange for another product within 30 days of the product's shipping date.
If your purchase was eligible for free shipping, the shipping cost would be deducted from your credit or refund.
We have a 30 Day Hassle-Free Return Policy on most products. But, some items cannot be returned for various reasons. These items include:
Software Digital Download and Subscription Policy
All boxed or digital download software Is NON Returnable
All boxed or digital download software Is NON-returnable once registered with the manufacturer, including all yearly subscription plans.
Please call, email, or use our live chat if you need advice about product compatibility or version information before ordering.
If you received the wrong product or it was damaged/missing during shipping, contact us immediately during our regular business hours listed on the top of our web page.
Items damaged or missing during shipping must be reported within FIVE DAYS of receipt, or your claim could be denied. We will work with you to resolve the issue no matter what.
If you think you may have received a defective product, please contact our support staff at (860) 946-0698 during our regular business hours listed on the top of the web page or email sales@fundamentalav.com.
Our support staff will work with you to resolve the issue.
If you are returning a computer system or product that is returnable, please first call or email Fundamental Audio and Video to authorize an RMA (Return Merchandise Authorization) number. To make sure your refund, exchange, or credit is processed as quickly as possible and to help you avoid possible restocking fees, please follow the below checklist:
Once we've received your return, it will be processed as soon as possible. It can take 3-5 business days for the credit to be applied by the credit card issuer, PayPal, etc.
By ordering from Fundamental Audio and Video, please read that you agree to the following.
By ordering from Fundamental Audio and Vide either thru phone, web, email, live chat, in-store, or any other way, you agree to these terms.
Our base parts and labor warranty is two years and labor and Lifetime tech support**.
Warranty upgrades are available at the time of purchase only for an additional year for a total of 3 years for parts and labor and extended shipping coverage.
All Fundamental Audio and Video systems include Lifetime tech support** regardless of which warranty was purchased with the system.
No matter which warranty you have chosen, we have a 30-day return policy. It is our goal to provide you with a fully functional turn-key experience. If your system is not functioning correctly within the first 30 days following delivery, we will remedy the issue at our expense, including ground shipping for Continental US customers. We cover return shipping back to you. Return shipping will be economy air/ground.
Canadian and US customers in Alaska and Hawaii are responsible for all shipping costs to Fundamental Audio and Video.
If you wish to have the shipping expedited in either direction, don't hesitate to contact us to arrange it when submitting the RMA. Customers are responsible for any expedited shipping costs in either direction,
Customers must pay for expedited shipping costs in full before the system ships.
Before any desktop computer system is returned or repaired, a RMA (Return Merchandise Authorization) must be issued by Fundamental Audio and Video.
You will be required to assist our support staff in troubleshooting over both phone and remote desktop. Returns are not accepted without issuing an RMA (Return Merchandise Authorization) number.
With our standard two-year warranty, all shipping costs are the customer's responsibility once the system is outside of our 30-day return policy.
This warranty applies to computer system components only.
Under this, we will replace or repair any faulty component for the given warranty period with no charge made for said component or the required labor.
In some instances, specifically in the case of special order nonstock components and non-standard computer components that are not part of the system's original configuration options, may not be covered under our parts and labor warranty.
EOL [End of Life] components and any other non-standard system component) that require replacement while under our warranty, we reserve the right to use remanufactured (refurb) components and to, when circumstance dictates, send a component of a different model or brand so long as it is equivalent in both performance and value.
Components out of our parts and labor warranty period but still have a manufacturer's warranty may require that the component go back to the original manufacturer for repair or replacement. We can assist the customer with the manufacturer's RMA and repair process.
For components that are still within our parts and labor warranty coverage period, we will, when possible, ship you a component from our warehouse or in some instances, have a component drop-shipped direct from one of our vendors.
The customer must return the defective component to us before we ship the replacement component, except during the first 30 days after delivery. We may, at our discretion, provide a cross-ship of the replacement component (Ship the replacement before receiving the defective component). In these instances, the customer shall be required to provide a valid credit card number, which will be charged for our retail cost of the replacement item unless the broken component is returned to us in fewer than two weeks from the arrival of the replacement. Failure to pay charges for missing returned components may cancel the customer's warranty and support services.
When replacing system components, we reserve the right to use remanufactured (refurb) components and to, when circumstance dictates, send a component of a different model or brand so long as it is equivalent in both performance and value.
All Laptops include a one-year parts and labor warranty and Lifetime* Tech Support.
Two and three-year extended warranties are also available. These are only available at the time of purchase. The warranty for the laptop shell are entirely based upon what is given by that shell's manufacturer. The shell may include but is not limited to, the plastic casing, Motherboard, LCD, as well as all I/O jacks associated with it. Service for these components ALWAYS requires a return to the shell manufacturer. Any warranty service for the shell and its associated components made through us will be shipped back to the manufacturer using ground shipping. In some cases and at our discretion, we may arrange for the laptop to go direct to the shell manufacturer. Any additional shipping options are the customer's responsibility.
Battery and power supplies are covered under warranty by the shell manufacturer.
Batteries are generally warrantied for six months.
User serviceable components (i.e., Ram, Hard drives) are covered under the same policies as your purchased system warranty. Shipping costs are not included unless the customer has a premium extended warranty.
Our Premium Warranty provides the same parts and labor coverage as our standard warranty. Under this warranty, we will cover shipping in both directions for both the computer and any components for the period specified (two or three years).
All returns require an RMA number. We will cover shipping costs to deliver to and from our location in no more than four business days (Method used, whether ground or air, will be based on the shipper's estimated delivery date). If we arrange a pickup, the customer is still responsible for properly packaging the returned items. PLEASE SAVE YOUR PACKAGING.
We reserve the right to charge the customer for costs incurred due to improper packaging. If air shipping is used, the customer generally will have to fill out an airbill which the pickup driver will provide. The customer MUST select Three Day Air shipping (with UPS, it is called UPS 3 Day Select). If a customer selects anything other than this, they are responsible for the shipment cost, and the product(s) will not be returned until this amount is paid in full.
When we are scheduling a pickup, the customer is expected to make a reasonable effort to accommodate the scheduling of said pickup. If other options are needed, we may modify this policy at our discretion. If a faster shipping turnaround is requested, the customer will be responsible for the difference between the requested method and that which would usually be used as a condition of this warranty option.
In most cases, where we cross-ship components under the premium warranty, we will provide a return label in the package. We may also, at our discretion, drop-ship a component from one of our vendors via ground shipping, so long as it is expected to arrive within the standard time period. Return of parts replaced in this manner is still required, and return shipping arrangements will be made at the time of RMA.
The only warranty for international orders will be One Year Parts (Two Years for Canada) and Labor with Lifetime Support**. Under this, we will replace or repair any faulty component for the given warranty period with no charge made for said component or the required labor. In some instances, specifically in the case of special order components and non-standard computer components (May include but is not limited to: (EOL [End of Life] components and any other non-standard system component), we may require that the component go back to the original manufacturer for repair (Unless within thirty days of delivery).
We DO NOT cover any shipping for any international order except in the case of shipping damage, which will be handled under our shipping damage policy. We will ship replacement components under the customer's direction via their chosen service. In the case of the US Postal Service, we assume no liability for any lost or damaged component. Any replaced component must be returned to us by the customer within 30 days. Any components not returned are subject to a charge to the customer, and any unpaid charges for missing components may result in termination of the customer's warranty and support policy.
In the event of any international warranty shipments, we will not be held responsible for any duties or taxes incurred for the shipment. We will always make our best effort to prevent this by listing replacement components as being for warranty service. We do our best to prevent customs issues and rarely have a problem with this in most international locations.
Before any return of any nature can be made, an RMA number must be issued. The customer must contact us to have said number issued. The customer must be willing to troubleshoot their system with our tech support team before issuing an RMA.
Technical support is provided via telephone, remote desktop, and email.
Refusal to troubleshoot the system with support may result in additional charges for the return of systems or components and may discontinue our warranty services. A customer that insists upon returning a so-called faulty component without the approval of Fundamental Audio and Video and it is found not to be defective, the customer shall be charged for any new component they have received and any shipping charges incurred to Fundamental Audio and Video.
Please more about our shipping and return policy here.
Fundamental Audio and Video shall be responsible for any loss or damage incurred to any package that we ship via our approved carrier on our account. We will, at our expense, repair or replace any damaged or lost items so long as the Shipping Damage Policy is not violated. There are instances where we will, at the direction of a customer, ship in ways other than our approved shipping method, but we will not be responsible in any way for any loss or damage that may occur during shipment.
Shipping damage must be reported to us within 48 hours of receipt. All shipping carriers have a stringent time limit for such reporting, and if we are not made aware of the damage within the time frame allowed by the shipper, we will not be able to process the damage claim. Damaged products reported to us in the proper time frame will be picked up and repaired/replaced by us at no cost to you. We may choose to have it repaired at a local computer store, at our discretion.
Damaged Computers do not constitute a refund; therefore, we will fix or replace the damaged system at our discretion. If a customer believes that their system has been damaged during shipping, they must call us by the time frame of this policy. Before any arrangements for the return, the customer must go through our standard RMA process to attempt to remedy the damage in the quickest manner possible. Before a system can come back to Fundamental Audio and Video because of damage, it must be approved by Fundamental Audio and Video's tech support department.
Due to the nature of carrier claims departments, all of the carrier's policies must be followed to ensure that the claim is paid. This may specifically include waiting on the carrier to inspect a damaged package.
In many cases, it also means that a package shipped ground must be returned via ground shipping. This means that we cannot expedite that specific shipping process for any price, as doing so may void the coverage of any shipping damage by the carrier and Fundamental Audio and Video. Any deviation by the customer from the carrier's claims policy may result in non-coverage of the damage claim.
Lifetime Tech Support is available for all computer systems purchased from Fundamental Audio and Video.
Our tech support is offered via phone, remote desktop, and email.
Support is available during our regular business hours are listed at the top of the page.
We can be flexible to offer support at other times, by appointment only. Our tech support is intended to ensure that our systems are fully functional with supported hardware and software.
We do not support some software/ hardware, as it is known not to work. The customer is responsible for informing us of the hardware/ software they intend to use. There are also instances where we will only support hardware if it is sent to us for installation. If a customer does not wish to take advantage of these services at our recommendation, we may not be able to ensure that all software/ hardware will be fully functional.
Fundamental Audio and Video also maintain stringent policies regarding pirated software. We will not support or install any pirated software at any time. Any system that is sent to us for repair or warranty service with pirated software will be subject to deletion of said software or possible full restoration of system image to factory defaults. While we will assist customers to make sure that all hardware/ software is fully functional, it is not Fundamental Audio and Video's responsibility to teach the customer to use their software/ hardware. All software/ hardware use questions should be directed to the manufacturer, school, or online training company. Fundamental Audio and Video shall reserve the right to revoke a customer's access to lifetime tech support for abuse of this policy.
Lifetime support is predicated on the duration of the business relationship as long as Fundamental Audio and Video remain in business.
All orders (Except for Net Terms) must be paid upfront in full. On system orders, we may, at our discretion, allow for 50% payment upfront with the balance due before we ship.
Net Terms will be extended ONLY to the government, educational, other resellers, large corporate accounts, and some large nonprofits. Net terms shall be issued entirely at our discretion.
Fundamental Audio and Video DO NOT OFFER COD. Financing is not currently available directly through Fundamental Audio and Video.
Fundamental Audio and Video are not liable for any loss of data for any reason. Please make sure to back up your data as this is the best way to protect your work. We include a fully functional backup and restore solution with all Fundamental Audio and Video systems. We currently use Paragon Backup and Restore. Fundamental Audio and Video shall not be liable in any way for any loss of income or clients due to the use of our products or any other reason.
By ordering from us either through phone, web, email, live chat, in-store, or any other way, you agree to these terms. Any legal disputes will have a venue of Litchfield County, CT.
