Returns & Refunds
We want every order to be right. This policy explains exactly what can be returned, the timeframes that apply, and how refunds are issued. The rules differ between physical products and digital license deliveries, so read the section that applies to your order. Questions? Email help@avsdepot.com or contact@avsdepot.com with your order number.
Before you return anything
Always contact us before sending an item back. Returns need to be authorized so we can confirm eligibility, give you the correct return address, and match the package to your order when it arrives. Unsolicited or unauthorized returns may not be accepted or refunded.
Eligibility can also depend on the product category, the condition of the item, and any applicable supplier or manufacturer rules — for example, opened media, activated software and items missing original packaging may not qualify for a change-of-mind return. When in doubt, ask us first.
Physical products
Computers, laptops, printers, GPS devices, accessories and other physical hardware may be returned in original condition within 14 days of delivery for a refund of the product price. "Original condition" means the item is complete, undamaged, and includes its packaging and accessories.
Items damaged in transit or arriving defective are replaced or refunded — email us photos of the packaging and the item so we can file a carrier claim and get a resolution moving right away.
Sealed license key cards
Software that ships as a sealed license key card may be returned unopened within 14 days of delivery for a refund of the product price.
Once a package is opened and the key is revealed, the license is permanently associated with the purchaser — opened key cards are not returnable for change of mind, except when the key itself is defective (see below).
Email-delivered licenses
License keys delivered by email are treated the same as an opened key card: once the key has been sent to your email address it is considered delivered and is generally not returnable — unless the key is defective, fails to activate as described, or was delivered in error.
You may cancel an email-delivery order for a full refund at any time before the key is sent. Most keys are sent within 5–10 minutes of order verification, so cancellation requests need to arrive quickly — email us immediately after ordering if you change your mind.
Defective or incorrect items
If a license key is defective, fails to activate as described, or the wrong item or edition was delivered, contact us with your order number and a description or screenshot of the error. After verification we will either replace the key or refund the purchase — your choice.
For physical items that arrive dead on arrival or become defective within the return window, contact us with the order number and a description of the fault. Manufacturer warranty claims beyond the return window are handled through the manufacturer — see our warranty page for how that process works.
Shipping charges & return costs
For change-of-mind returns, original shipping charges are not refunded and return postage is the customer's responsibility. For defective, damaged or incorrect items, we cover reasonable return costs and the original shipping charge is refunded as well.
How refunds are issued
Approved refunds are issued to the original payment method within 5–10 business days after we receive the return (or after verification for email-delivered items). You'll receive an email confirmation when the refund is processed; depending on your card issuer it can take a few additional days to appear on your statement.
How to request a return or refund
Email help@avsdepot.com with your order number and the email address used at checkout, or submit the contact form with "Returns & refunds" as the topic. Please wait for return instructions and an authorization before sending anything back.
This policy applies to purchases made on avsdepot.com, operated by Advanced Vision Software LLC, 30 N Gould St Ste 4000, Sheridan, WY 82801, USA.