For all 27 member states of the EU, the right to withdraw from the sale within 14 days after receipt of the goods. For customers from Switzerland and Liechtenstein, this right does not apply and we decide on a case-by-case basis whether to allow a return or exchange.
Prevent exchange through purchase advice
In order to avoid an exchange as far as possible, it is essential to check whether the correct products have been placed in the shopping cart before making a purchase. If there is any uncertainty in the choice of product, you can always make use of our free purchase advice!
If it is found during unpacking that the delivered products do not match the order, this must be reported to us within one week after delivery. In such a case, we will of course immediately initiate the exchange and inform the customer about further steps.
If the device is found to be malfunctioning at the time of installation, Sophos’s warranty will apply. Hardware replacement is therefore handled directly with Sophos and not with Avanet AG.
Return conditions for the right of withdrawal
If a return request is not triggered because of a wrong delivery or a defect, the customer can use his right of withdrawal within 14 days and withdraw from the purchase without giving reasons (Applies only to member states of the EU). For this purpose, it must be noted that an exchange can only be approved if the following conditions are met:
Sealed or welded products have not yet been opened
License keys have not yet been activated on the firewall or in the Central Console
the device has not been unpacked, connected or registered
any accessories of the device are present and unused
the original packaging is present and undamaged
the product was not purchased with a promo action
the purchase was made no longer than 14 days ago
If each, of the above listed requirements are met, the return request can be made in writing by email or via our contact form.
Take back in case of wrong delivery
When we have reviewed a case and approve an exchange, we will email the customer a return label. Once we have inspected the returned goods and everything is in order, care is taken to ensure that the customer receives the correct product.
Consequences of a revocation
If all return conditions have been met, we will refund the full amount immediately and no later than within fourteen days from the day we received the goods. For this repayment, we use the same means of payment that was used in the original transaction, unless expressly agreed otherwise.
Your task is to return the goods to us immediately and in any case no later than 14 days from the day on which we authorize you in writing to take back the goods. The deadline is met if you send the goods before the deadline of 14 days. You bear the direct costs of the return of the goods