Volutone Snap One Partner Store Policies


Samsung/Sony/LG Televison Return Guidelines

14-Day Dead on Arrival (DOA) Return Policy and 48 Hour Concealed Damage Notification Policy:

DOA return: The unit has been found to be “Dead on Arrival” with an in-warranty fault, and does not have any signs of physical damage (such as shipping damage, a cracked screen, etc)


Concealed Damage return: The unit’s box/carton has no signs of exterior physical damage, but the unit has physical damage that has been found to be caused by shipping. Requests for ATR should be made immediately.

Concealed Damage claims will only be accepted with copies of the following photos sent to your Volutone Location Team along with an accompanying Returns Authorization Number:

  1. Close-up of the damaged area of the TV
  2. Full-screen view of the TV with all 4 corners visible
  3. Pictures of the box (4 photos showing all 4 sides )
  4. Readable picture of the model/serial label on the box and on the rear panel of the unit  
  5. Picture(S) of the packing material (styrofoam/plastic inserts)

All shipments MUST be inspected at time of receipt. If any damage is discovered to the carton- inspect all physical contents, and refuse or notate all issues on the Bill of Lading (BOL).  Volutone television shipments will contain a reminder sticker (see below) on the exterior carton of the box. Concealed Damage claims will be denied if the exterior packaging is found to have signs of shipping damage.

Reseller must have all packaging and accessories to return a product under DOA or Concealed Damage policies. 



Sony Support is offered for some product beyond the 14-day general television return policy:


After 14 calendar days from purchase, the distributor reseller should contact ES Integrator Support (866-924 -7669, or [email protected]) for assistance. The product may qualify for a repair or replacement under the terms of the product’s Sony Limited Warranty.




Product Availability & Current Product Reservation Policies

In light of component shortages, shipping & transportation delays, production capacity and labor constraints some of our Vendor Partners haven’t been able to ship or deliver our forecasted or outstanding orders with the regular frequency we’ve come to expect. As a result we are experiencing longer than normal lead times for products, the Volutone team will sometimes be unable to provide accurate estimates for time of arrival(s) at order placement but will provide the most accurate information available at that time.

As a result of seeking to meet all our Partner’s needs, Volutone will attempt to provide reasonable inventory accommodation holds for 48 hours for constrained product(s) and a maximum of 14 days for non-constrained products once backordered items are received.  

Volutone continues to seek to deliver at a high-level, as we do our best to meet each of our Partner’s needs during these unprecedented times.  




Website Availability

As a result of a delay that exists between the Volutone.com website and our ERP system, there are times that items may reflect as available on the website when they are in fact not available. The inventory data is pooled across all items in our stock and there is a delay that exists between the time of receipt and an open Partner order sync. On occasion product may have just been received at one of our locations but not yet been reserved against outstanding order(s) in the order queue. 

We are currently experiencing longer wait times for certain products but will continue to provide updates regarding backorder situations during order entry, and will also seek to provide as accurate as possible updates when our Partners are checking the status of their outstanding orders. We appreciate your understanding.



Price Changes

During the recent months we have seen an unprecedented amount of price increases.  As a result, we encourage our partners to include reasonably business appropriate disclaimers such as “Pricing Subject to Change” or providing a Bid Guarantee duration for a period that they find themselves to be comfortable with.  We will do our best to reasonably communicate any pricing changes that we receive and will provide updated Quotes as they are requested by our Partners.

Volutone Pricing is Subject to Change without Notice.



Shipping Policies

Due to the higher-than-normal volume of shipments that our carriers are currently seeing, some delays in transit may occur.   Volutone offers same day messenger (which is largely a direct local shipping method with preset delivery windows), FedEx parcel as well as FedEx Freight.  For FedEx parcel shipments only expedited methods such as next-day, second-day or three-day are being offered with service delivery guarantees at this time; please visit the Delivery section of Volutone.com or FedEx.com for additional information on transit times and service offerings.



Special Order/Opened/New/Custom Built/Damaged/Defective Product Return Policies 

  • Custom Built Products (such as but not limited to Lutron Shades, Screen Innovations and DaLite Screens, Fortress seating, cut lengths of Cleerline Fiber, HOLM/FX lighting, etc.) are not eligible for return unless previously authorized in writing by the Vendor and by Volutone. Return shipping and restocking fees may apply.
  • Special Order Products (such as but not limited to Lutron Homework’s, configured non-stocked video/audio matrix switches, Hunt PTZs, Samsung/Sony/LG Commercial monitors and displays, etc.) carry limited eligibility for return.  Prior authorization is required from the Vendor and by Volutone in writing prior to physical product return.  Return shipping and restocking fees may apply.
  • New Factory Sealed Products are eligible for return for a period of 90 days from the date of purchase.  Items must be in original packaging and factory sealed.  No returns for credit will be provided for discontinued items; discontinued items are not eligible for return.
  • Opened Products are eligible for return for a period of 30 days from date of purchase. Items must be in like new condition with all original accessories, adapters, paperwork, and product wrap intact. A minimum restocking fee of 10% will be applied up to a maximum of 25% to accommodate the return for resale. Products not in original packaging or lacking packing material, accessories or literature are not eligible for return under the open box return policy.
  • Defective Products excluding Televisions are eligible for return for a period of 30 days from date of purchase. Defective televisions are eligible for return for a period of 14 days.  Televisions must be returned in the original box with the serial and product label intact. Incomplete defective product returns must be exchanged and Volutone will provide a product exchange only for the parts provided (dealer will receive back what they provide for exchange).
  • With Damaged Goods the dealer bears the responsibility to open and inspect all merchandise upon receipt, notate it on the BOL or refuse the shipment and notify Volutone of any damage or discrepancies within 48 hours of receipt. Failure to identify damage prior to signing for the shipment may vacate any recourse for the damaged or missing product(s).



Return Authorization Policy

Return Material Authorization (RMA)


  • A Return Authorization Number must be issued by Volutone before any product is returned.
  • For products to receive warranty replacement or repair, documentation is required. An intact serial number and an end user proof of purchase must accompany the unit. Proof of purchase must show the date of purchase in order to be considered.
  • Any product sent in without a Return Authorization Number may, at Volutone’s discretion, be returned to sender/shipper, in the same manner and condition as it was received, without prior notification.
  • All Return Authorizations must be received within 60 days of the date the Return Authorization was issued.
  • Volutone will send a replacement for any non-Snap One defective unit free of charge; it is the partners responsibility to return the original defective unit.
  • For any Snap One Defective returns, please review the defective policy listed on www.snapav.com or contact Snap One Customer Service at 866-424-4489
  • All TV sales are final. Only unopened TVs may be returned for store credit, within 30 Days of Volutone invoice date.
  • Volutone may refuse to accept any items with visible signs of shipping or physical damage.



Products Returned for Credit or Exchange



  • Returns for Credit under non-manufacturer defective conditions MUST be within 30 days of Volutone’s invoice and follow all the policies outlined below.
  • Returns for Credit must be complete (manuals, cabling, remotes, connectors, etc.), unopened and in original sellable condition. Charges may apply for restoration of missing or damaged accessories and/or packaging if that option is available.
  • Returns for Credit will be approved and processed only after Volutone has inspected the product and found it to be in its original physical and operational condition.
  • Returns for Credit must be accompanied by an accurate detailed description of why the item is being returned. This information must NOT be written on the product packaging.
  • Returns for Credit may be subject to a restocking fee of up to 15% of the purchased price. If the product is deemed to be non-defective by Volutone or the manufacturer, additional charges may apply for restoration of accessories and/or package reconditioning. Writing on or defacing the product packaging in any way my make the item ineligible for return.
  • Returns for Credit will be denied if a product has been: Altered, Tampered With, Installed Incorrectly, Overpowered, or Damaged from Abuse or Mishandling.

Not all defective or damaged products will qualify for a return or exchange.

Volutone does not offer repair services, nor support on products purchased from unauthorized or third-party sources.

Volutone sells products only to authorized Partners who sell directly to End Users.  Sales of product to authorized Partners ensures that they receive proper support and service. The Credit/Exchange/Support policies and/or warranties of any product purchased from an authorized source only apply to the original purchaser; Vendors may authorization exceptions in certain scenarios.  Products purchased from unauthorized Partners or any other source, including retailers, mail order sellers and online sellers will not be honored.



Special order products carry limited eligibility for return based on vendor approval; restocking fees and return shipping may apply.
Custom built products are not eligible for return unless previously authorized for exchange or replacement by the manufacturer in writing.


Page Updated: 4/13/23


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