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Avanet

Right of withdrawal

Customers in all 27 EU member states may withdraw from the purchase within 14 days of receiving the goods. This right does not apply to customers in Switzerland and Liechtenstein; there, we decide on returns or exchanges case by case.

Incorrect delivery

Products that do not match the order must be reported within one week of delivery. We will arrange the exchange immediately and inform the customer of the next steps.

Defect

If a device does not work properly at initial commissioning, the Sophos warranty applies. Hardware replacement is handled directly with Sophos, not Avanet AG.

Return conditions for the right of withdrawal

For requests unrelated to an incorrect delivery or defect, EU customers may withdraw within 14 days without stating a reason. An exchange is approved only when all conditions are met:

  • sealed products have not been opened
  • license keys have not been activated on the firewall or in Central
  • the device has not been unpacked, connected or registered
  • all accessories are present and unused
  • the original packaging is present and undamaged
  • the product was not purchased in a promotion
  • the purchase was no more than 14 days ago

If all conditions are met, submit the request in writing by e-mail or through our contact form.

Return after incorrect delivery

After approving an exchange, we e-mail a return label. Once the return has been checked, we ensure that the customer receives the correct product.

Consequences of withdrawal

If all conditions are met, we refund the full amount without delay and no later than 14 days after the goods arrive. We use the original payment method unless expressly agreed otherwise.

The goods must be returned no later than 14 days after our written approval. Dispatch before the deadline is sufficient. The customer bears the direct return costs.