Returns and refunds

Some items are made or cut for your order, or cannot be resold once opened. Unless they arrive faulty, these cannot be returned:

• Custom cable assemblies and anything built to your specification.
• Cable, truss or material cut to length.
• Opened consumables, such as tape, batteries, lamps, gels and haze fluid.
• Software, licenses and digital downloads once the key has been shown.
• Academy course fees, which follow the course refund terms below.

• Sign in and open the order under My orders, then choose the items you want to return and the reason.
• Checked out as a guest? Find the order on the Track order page with its number and email, or contact support with the order number.
• We email a return label and a return number. Pack the items securely, put the return number inside the box and drop it with the carrier shown on the label.

Please do not send items back without a return number; a parcel we cannot match to an order takes much longer to refund.

If an item arrives faulty, damaged or different from what you ordered, we send a prepaid label and you pay nothing for the return.

For any other return within the 30 days, we send a discounted label and its cost is taken from the refund. You can also use your own carrier, with tracking, at your own cost.

Check your order when it arrives. If something is damaged in transit, take a photo of the item and the box and contact support within 48 hours of delivery. We send a replacement or a full refund, including the original shipping.

A product that develops a fault after the first 30 days is covered by its manufacturer warranty. Send us the order number and a description of the fault, and we handle the claim with the manufacturer for you.

We inspect every return when it reaches our warehouse. Once it passes, the refund goes back to the original payment method within five business days. Your bank may take a few more days to show it.

Original shipping charges are refunded only when the return is our mistake: a faulty, damaged or wrong item. An item returned used, incomplete or without its packaging may be refunded in part, and we tell you why before we do.

Would you rather have a different item? Return the original and place a new order; that is the fastest way to get the replacement moving.

Products sold by independent sellers follow that seller’s return terms, which are shown on the product page before you buy. If a seller does not answer a return request within three business days, contact support and we step in.

Academy courses have their own refund terms: for cohorts and in-person training, a full refund up to 14 days before the cohort starts, or a free move to a later cohort. Other courses show their refund terms on the course page before you pay.

Production services are cancelled and refunded according to the terms in the accepted quote for that job.

Questions about a return can go to support@avoverload.us or (615) 555-0177. Include your order number so we can find it straight away.