Customer Care

Within the 30-Day Return Window

Your 30-day return period begins from the date your item is delivered or collected.

As proof of condition upon delivery, you must take photos of the item to ensure the delivery company has delivered your goods satisfactorily. This allows us to make a claim against the delivery company if necessary. The photos must be taken within 24 hours of delivery and sent to us by email, in line with the delivery company’s insurance policy. The required photos are:

  1. Before Unpacking: A clear photo of the item in its original packaging, in bright light, with the product taking up most of the frame.
  2. After Unpacking: A photo of the item immediately after opening the packaging, in bright light, with the product taking up most of the frame.
  3. After Assembly: A photo of the fully assembled item, in bright light, with the product taking up most of the frame.
  4. Items must be returned in the original packaging, and pallet, and strapped securly.
  5. A photo of the item strapped in its original packaging must be senf to our email before shipping collection takes place.
  6. ADVG will not accept items not in original packaging, and pallet, and not sufficiently secured for transportation.

  7. Secure for transportation means:

    • The item must be placed in its original packaging, including all protective materials (e.g., foam, bubble wrap, or padding) to prevent damage.
    • The packaging must be tightly sealed with strong tape to avoid any opening during transit.
    • The item must be placed on a pallet, if applicable, ensuring stability and balance.
    • The pallet must be securely strapped with industrial-grade straps or bands to hold the item firmly in place.
    • The entire package should be wrapped with shrink wrap or similar protective material to safeguard against environmental factors (e.g., dust, moisture).
    • Ensure there are no loose or protruding parts that could shift or detach during transportation.

    Failure to comply with these requirements will result in rejection of the return and the item being deemed non-eligible for refund or exchange.

  8. Refunds and replacements will be processed once and only when the item has been returned as per the above instructions and inspected by our team, within 30 days of us receiving it.

Outside the 30-Day Return Window

We will assist in-line with the products’ warranty guidlines detailed underneath the warranties section.

Faulty Products

If the product has a fault upon delivery, customers must have taken photos as per the Customer Care section above, and must follow these steps to diagnose the problem. Failure to follow these steps will void refund eligibility.

  1. To resolve product issues efficiently, customers must follow troubleshooting guidance provided by our Customer Care team via phone or email.

    Steps to Follow:

    1. Document the Process by Video:

      • Record a clear video identifying the problem.
      • Explain what the issue is, when it occurred, and how it occurred.

    2. Follow Guidance to Fix the Issue:

      • Follow troubleshooting steps provided by phone or email.
      • Record all actions taken to address the issue, including dismantling or reassembling components, in a video.

    3. Submit Documentation:

      • Submit all video evidence to ADVG Customer Care for review.

    Important Notes:

    • ADVG does not offer direct repair services.
    • Replacements will only be sent after the troubleshooting process is completed and video evidence is provided.
    • 99% of issues are resolved this way.
    • Items must be returned in the original packaging, and pallet, and strapped securly.
    • A photo of the item strapped in its original packaging must be senf to our email before shipping collection takes place.
    • ADVG will not accept items not in original packaging, and pallet, and not sufficiently secured for transportation.

    • Secure for transportation means:

      • The item must be placed in its original packaging, including all protective materials (e.g., foam, bubble wrap, or padding) to prevent damage.
      • The packaging must be tightly sealed with strong tape to avoid any opening during transit.
      • The item must be placed on a pallet, if applicable, ensuring stability and balance.
      • The pallet must be securely strapped with industrial-grade straps or bands to hold the item firmly in place.
      • The entire package should be wrapped with shrink wrap or similar protective material to safeguard against environmental factors (e.g., dust, moisture).
      • Ensure there are no loose or protruding parts that could shift or detach during transportation.

      Failure to comply with these requirements will result in rejection of the return and the item being deemed non-eligible for refund or exchange.

    • Refunds and replacements will be processed once and only when the item has been returned as per the above instructions and inspected by our team, within 30 days of us receiving it.

    Failure to comply with these steps will result in denial of replacement.

The time required for feedback and diagnosis can vary between a few minutes and a few months, depending on the clarity of the provided information.

Return Eligibility

To be eligible for a return:

  • Items must be unused and in the same condition as received.
  • Items must be in the original packaging.

If the original packaging is unavailable, customers must use equivalent materials (e.g., pallets, shrink wrap, straps) at their own expense. Photos must be provided showing the product:

  1. Before packing.
  2. During packing.
  3. After packing.
  4. Follow the faulty products guidlines above.
  5. Items must be returned in the original packaging, and pallet, and strapped securly.
  6. A photo of the item strapped in its original packaging must be senf to our email before shipping collection takes place.

These photos ensure liability is removed if the item is damaged in return transit. Shipping costs are to be made at the expense of the customer unless the item is faulty and has been evidenced according to the above sections, with photos taken within 24 hours of collection or delivery. Failure to do so will mean that the customer will have to facilitate the return shipping to our warehouse address listed below, within the redund window period.

  1. ADVG will not accept items not in original packaging, and pallet, and not sufficiently secured for transportation.

  2. Secure for transportation means:

    • The item must be placed in its original packaging, including all protective materials (e.g., foam, bubble wrap, or padding) to prevent damage.
    • The packaging must be tightly sealed with strong tape to avoid any opening during transit.
    • The item must be placed on a pallet, if applicable, ensuring stability and balance.
    • The pallet must be securely strapped with industrial-grade straps or bands to hold the item firmly in place.
    • The entire package should be wrapped with shrink wrap or similar protective material to safeguard against environmental factors (e.g., dust, moisture).
    • Ensure there are no loose or protruding parts that could shift or detach during transportation.

    Failure to comply with these requirements will result in rejection of the return and the item being deemed non-eligible for refund or exchange.

  3. Refunds will be processed once and only when the item has been returned as per the above instructions and inspected by our team, within 30 days of us receiving it.

Customer Responsibilities

Customers must adhere to proper care and maintenance as stated in:

  • Instruction manuals.
  • Product description pages.
  • Post-purchase emails.

If no information is available, customers should contact ADVG immediately for assistance.

Non-Returnable Items

The following items are exempt from returns:

  • Perishable goods (e.g., food, newspapers, magazines).
  • Intimate or sanitary goods.
  • Hazardous materials, flammable liquids, or gases.
  • Items outside the refund window period.
  • Items damaged by the customer.
  • Items that do not follow customer care, faulty product, or return elligibility guidelines.

Additional non-returnable items:

  • Gift cards.
  • Downloadable software products.
  • Certain health and personal care items.
  • Sale items.

Refunds (If Applicable)

Once your return is received and inspected, you will receive an email notifying you of approval or rejection of the refund. If approved, a credit will automatically be applied to your original payment method within a certain timeframe.

Late or Missing Refunds:

  • Check your bank account.
  • Contact your credit card company (refunds may take time to post).
  • Contact your bank (processing times can vary).

If the issue persists, email us at [email protected]

Sale Items (If Applicable)

Only regular-priced items are refundable. Sale items, including discount vouchers and coupon codes, are not eligible for refunds.

Exchanges (If Applicable)

We only replace items if they are defective or damaged. To initiate an exchange:

  1. Email [email protected] for an authorisation code.
  2. Send the item to:
    Unit 15 Llandough Industrial Estate, Cardiff, United Kingdom, CF11 8RR.

Spare Parts

Spare parts are subject to charge unless sufficient and timely evidence of missing or defective parts are provided. A maximum of one spare item will be free of charge, repeat spares are subject to cost.

Warranty and Returns:

  • Only valid for products purchased directly through the ADVG website.
  • Non-transferable to third parties.

Warranties

To ensure efficient resolution of any product issues, customers must follow the troubleshooting guidance provided by our Customer Care team via phone or email. The procedure includes the following steps:

  1. Document the Process by Video:

    • Record a clear video identifying the problem, showing the issue in detail.
    • This video should explain what the issue is, when it occurred, and how it occurred.

  2. Follow Customer Service Guidance to identify then fix the issue:

    • The customers must folllow all the troubleshooting guidance provided by phone, or email, and must provide evidence that they have adhered to the customer service guidance. Evidence must be made by video. 
    • The video should include any steps taken to address the issue, including actions such as dismantling or reassembling components.

  3. Submit Documentation:

    • Submit all video evidence to ADVG Customer Care for review.

Important Notes:

  • As a small company, ADVG does not offer direct repair services.
  • A replacement product will only be sent after you have carried out the steps above. As it stands, 99% of issues are resolved this way.
  • A photo of the item strapped in its original packaging must be senf to our email before shipping collection takes place.
  • ADVG will not accept items not in its orignial packaging, and pallet, and not sufficiently secured for transportation.

  • Secure for transportation means:

    • The item must be placed in its original packaging, including all protective materials (e.g., foam, bubble wrap, or padding) to prevent damage.
    • The packaging must be tightly sealed with strong tape to avoid any opening during transit.
    • The item must be placed on a pallet, if applicable, ensuring stability and balance.
    • The pallet must be securely strapped with industrial-grade straps or bands to hold the item firmly in place.
    • The entire package should be wrapped with shrink wrap or similar protective material to safeguard against environmental factors (e.g., dust, moisture).
    • Ensure there are no loose or protruding parts that could shift or detach during transportation.

    Failure to comply with these requirements will result in rejection of the return and the item being deemed non-eligible for refund or exchange.

  • Refunds will be processed once and only when the item has been returned as per the above instructions, and inspected by our team, within 30 days of us receiving it.

Failure to complete this troubleshooting process and provide sufficient video evidence will result in a denial of refund or replacement. This ensures that we can assist you effectively while maintaining our service standards.

Gifts

If the item was marked as a gift, a gift credit will be issued upon return. If the item wasn’t marked as a gift, refunds will be sent to the original purchaser.

Shipping

To return your product, mail it to:
Unit 15 Llandough Industrial Estate, Penarth Road, Cardiff, United Kingdom, CF11 8RR.

  • Return shipping costs are the responsibility of the customer.
  • Original shipping costs are non-refundable.
  • Items must be returned in the original packaging, and pallet, and strapped securly.
  • A photo of the item strapped in its original packaging must be senf to our email before shipping collection takes place.

If your item costs over £75, consider using a trackable shipping service or purchasing shipping insurance.

Disclaimer

Though our products are designed to a commercial standard, ADVG do not take responsibility for damages or injuries resulting from commercial use.