Customer Care

Within the 30-day Return, No Use Window

Your 30-day return period will begin from the date on which your item is delivered, or collected.

As proof of condition when delivered, you must take a photo of the item when it has been delivered to ensure the delivery company has delivered your goods in a satisfactory manner.  For example, to show that the goods were or were not damaged in transit, this will allow us to make a claim against the delivery company if necessary. The photo must be taken within 48 hours of delivery in line with the delivery companies’ insurance policy. The photos to be taken are as follows:

1. A clear photo of the item in its original packaging before unpacking the goods. In bright light, with the product taking up most of the photo.
2. A photo of the item immediately after the packaging has been opened. In bright light, with the product taking up most of the photo.
3. A photo of the item immediately after assembly. In bright light, with the product taking up most of the photo.

If the product has a fault on delivery then the consumer must follow the following steps in-order to diagnose the cause of the problem, failure to do so will  mean that a refund will not be applied. 

1. Send a detailed video of the issue that explains the problem, when it occured, how it occured, the source of the problem.
2. The customer must, open the item using tools to record all moving parts to explain the issue, record the moving parts whilst they are moving.

3. The customer must engage in a video call, or an email exchange with photos, in which a technician will verbally assist the consumer on how to locate the issue and how to fix the issue. 

The customer is expected to follow these steps, the customer is expected to to dismantle the product or certain components if asked, the customer is expected to assemble all the moving parts failure to do so will result in no refund being applied. The feedback and diganosis from our technicial can take aywhere from a few minutes to a few months in order to diagnose the problem, this is drastically reduced with more clarity.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If the item has been used, it will no longer be eligble for a refund. If the original packaging is unavailable, the customer must use packaging that is the same material, and consist of the same components. This includes the pallet/s, cardboard or plywood or both, shrink wrap, and straps that the product may have been shipped with originally. This packaging will be at the cost of the consumer. The consumer must take a photo of the product before packing the item, between packing the item, and after the item has been packed to remove liability of the item in the event of it being damaged in return transit.

In addition to the above, the customer must make sure that they engage in the proper customer care requirments for the specific product that they have purchased. This is stated in the instruction manuals, on the product description page, or in emails sent to the customer after purchase. The customer is expected to dismantle and care, or clean their products at a minium of a weekly basis. If no infomration is available, the customer should immediatley get in contact in order for us to provide assistance. 

Several types of goods are exempt from being returned. Perishable goods such as food, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards

  • Downloadable software products

  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)
Only regular priced items may be refunded. Unfortunately sale items cannot be refunded this applies to discount vouchers and coupon codes.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at for an auth code and then send your item to: 234 Penarth Road, LokNStore, Cardiff United Kingdom, cf118tu.

Spare parts are free of charge provided that the purchaser can provide sufficient and timely evidence of missing or defective parts.
Warranty and Returns are only applicable to products purchased directly through the advg website domain.

ADVG reserves the right to determine what constitutes manufacturing defects as well as wear and tear.

Return and warranty/guarantee does not cover products for commercial use and is non-transferable to a third party.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.


To return your product, you should mail your product to: Unit 15 Llandough Industrial Estate, Penarth Road, Cardiff United Kingdom, CF118RR.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. ‘Free shipping’ products on our website show that shipping is inclusive, the actual shippping pice is provided in the shipping receipt that we record. This amount is non refunable, as is the return shipping cost. All produts have an internal shipping value which will be deducted from the return value.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

ADVG Products are intended for personal use, therefore we will not take responsibility for damages or injury when used in a commercial manner.