Effective 23 October 2026 | Last updated 23 October 2026

Support & Repairs Policy

1. Starting a case

Use Avilion Support and provide the product, serial number, order number, issue category, damage or exposure details, troubleshooting attempted, and relevant photographs or logs.

2. Assessment

Avilion may request structured information or remote tests before authorising shipment. Warranty eligibility, repair feasibility, and paid work require staff review. Automated suggestions are operational help, not a tiny robot claims court.

3. Paid repairs

Out-of-warranty or excluded damage may receive a written quotation covering assessment, parts, labour, shipping, and applicable tax. No chargeable repair begins until the customer accepts the quotation and completes required payment.

4. Water exposure

Disconnect power, do not repeatedly test the product, do not apply direct heat, and contact support. Water damage is excluded from the voluntary warranty unless inspection shows a covered defect or applicable law requires a remedy. Avilion may still offer paid assessment or repair.

5. Shipping and abandoned property

Ship only after authorisation and follow packaging instructions. Avilion will provide reasonable notice before treating uncollected or unpaid repaired property under applicable law; ownership is not erased because a ticket went quiet.

6. Records and ticket closure

Repair and support records may be retained for warranty, safety, fraud prevention, accounting, and legal obligations. Closing a support ticket does not cancel an active repair, refund, return, payment dispute, or warranty workflow.