Can I exchange my product?

A return or an exchange is basically excluded in our terms and conditions. Since we would always like to have satisfied customers, we make an exception in certain cases and only under certain conditions.

In order to avoid an exchange as much as possible, make sure that you have put the right products in your shopping cart before you buy. This will save you a lot of trouble and effort. If you are not completely sure about a product, you can always make use of our free purchase advice!

I have received a wrong product

If, when unpacking your order, you discover that the products delivered do not match your order, you must report this to us within one week of delivery. In such a case, we will initiate the exchange immediately and inform you about further steps.

My new device is not working properly

If you discover during installation that the device is not working properly, Sophos’s warranty will apply in this case. Hardware replacement is therefore handled directly with Sophos and not with Avanet AG. In this case, refer to our Opening a warranty claim (RMA) guide at Sophos.

Redemption conditions

If your return request is not for an incorrect delivery or a broken device, it is at our discretion whether we allow you to exchange or not. Please understand that you will only be eligible for an exchange if you meet the following requirements:

  • sealed or welded products have not yet been opened
  • the unit 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 marketing promotion
  • the purchase was not made more than 14 days ago

If you meet any of the requirements listed above, please send us your return request in writing by email or via our contact form.

Return accepted

Once we have reviewed your case and approved an exchange, we will send you a return label. As soon as we have checked the returned goods and everything is in order, you will receive your new product. Please note that the purchase price will not be paid out in any case. If there is a difference in your favor, the balance will be credited to your Avanet account.