FAQ - avlano.com

It can happen that products shipped from an external warehouse have a tracking ID that cannot be tracked by the postal service at the time of shipping. This is because the package is only assigned a postal ID after passing through customs. If your package cannot be tracked with the given tracking ID, you can contact us and ask for a CH tracking ID.

If you order multiple products and they are available in different warehouses, the products will be shipped separately to shorten delivery times.

An order can only be canceled under the following conditions:

We grant a 14-day return policy, provided the following conditions are met:

Unopened products (exceptions apply): Unopened products in undamaged original packaging can be returned within 14 days from the invoice date (postmark date), provided they are not among the exceptions. For computers, a 20% fee will be charged to the customer because the PCs go into production immediately after the order is received. The following are excluded from the return policy:

Procurement items (goods specially ordered for you or already initiated reorders, marked as "will be reordered for you")

Opened or used products: Items that have been opened, show signs of use, or are no longer in the original packaging cannot be returned or exchanged.

Ordered but undeliverable products: If products cannot be delivered due to incorrect address information or non-collection, cancellation is required. A processing fee of CHF 50.– applies.

Ordered but not yet shipped products: These can be canceled at any time. For AVLANO computers, a 20% processing fee is charged immediately after the order is received, as the PCs are assembled promptly after the order is placed.

Process: Returns must be requested in the customer account and confirmed by the company. Unconfirmed returns will be sent back to the customer at their expense. After the return is checked, the amount will be credited in the form of a voucher or store credit. A direct refund (e.g., bank transfer) is not possible.

If your order has not yet been shipped, you can contact our customer service about it. Orders that have already been shipped can no longer be modified.

All orders are shipped as quickly as possible. AVLANO PCs are assembled within 2-3 days after payment is received and then shipped.

It can happen that products shipped from an external warehouse have a tracking ID that cannot be tracked by the postal service at the time of shipping. This is because the package is only assigned a postal ID after passing through customs. If your package cannot be tracked with the given tracking ID, you can contact us and ask for a CH tracking ID.

AVLANO computers are assembled after payment is received. The delivery time applies from the shipping date. Assembly can take up to an additional 3 working days.

For Swiss customers, we do not charge shipping costs. For customers outside Switzerland, the shipping costs are displayed at checkout.

Currently, we do not yet offer any pickup options.

Unpaid orders are reserved for 7 days and then canceled.

If your product has a defect during or after the warranty period, you can report the defect via email or in your customer account. We will then check together with the service center which solution applies and inform you about it.

If it is a product defect within the warranty period, the costs will be covered by the warranty. You can find more information in our warranty policy as well as in our terms and conditions.

If your product breaks outside the warranty or if the inspection of the defective product shows that the repair is not covered by the warranty services, you can place a repair order at your own expense. If you decline, the unrepaired product will be sent back to you or disposed of. Any costs incurred for inspecting the device may be charged to you.

Your shipment was damaged during transport.

You can report your transport damage as a defective product within 5 days of receipt. Unfortunately, we can no longer accept damage reports after the complaint period has expired. To verify the error with our logistics partner, we need a photo of the damaged product as well as the packaging.
We will review your request together with our logistics partners and inform you as soon as possible about the next steps.

After you have registered a defective product through your customer account, you send it directly to the listed service center so that your warranty claim can be reviewed. If your claim is confirmed, the service center will decide whether your product will be repaired, replaced, or credited.

Checklist for the fastest possible processing

Include the warranty claim form for the product. Back up all data before submitting your device and remove all security locks and passwords. In case of a damaged data storage or a complete device replacement, data loss may occur, for which we cannot assume any liability.
Pack the product well to prevent damage during shipping. Damage during postal shipping is not covered by the warranty.
The product should be sent in complete with accessories, as otherwise delays in processing may occur.

Is there a direct exchange or replacement device?

If you report a defect within the first 14 days after receiving your order, a direct exchange can usually be offered.

After successful delivery, processing a warranty claim usually takes about two to four weeks. However, the waiting time can vary depending on the product, type of defect, and the workload of the responsible service center.

We carefully pack all orders and strive to deliver flawless goods to you. We are sorry if your product was damaged during transport.

In this case, please report the transport damage within 5 days of receiving the order.

Unfortunately, we can no longer accept damage reports after the complaint period has expired. To check the issue with our logistics partner, we need a photo of the damaged product as well as the packaging.

A return must first be requested and confirmed in the customer account. Unconfirmed returns will be sent back at the customer's expense. A credit will only be issued after receipt of the return.

As soon as your return has arrived with us, you will receive a confirmation email with a voucher code for the amount returned. The voucher code has no expiration date and can be redeemed at any time.

A refund of the amount is not possible and is not offered in our shop. We want to prevent large orders where the customer already knows at the time of purchase that they will return more than half. We are a small Swiss family business and cannot afford such return processes.

FOR PURCHASE ON ACCOUNT: Invoices are issued by an external company and must therefore be paid in full to that company. Therefore, returns are not possible with this payment method.

After receiving a credit, you can simply enter the received voucher code under voucher code during your next order, and the amount will be adjusted automatically.

Currently, we offer the following payment options:

Visa
Mastercard
PayPal
Postfinance
TWINT
Purchase on account
Prepayment

In rare cases, electronic payments may be interrupted. Various reasons can be responsible for this. If a transaction fails (e.g., with the status "authorized/reserved"), you will not be charged. Reserved amounts are automatically released within 30 days. Unfortunately, manual acceleration of this process is not possible.

Error code 01: Security restriction on the credit card The specified credit card cannot be used for payment for security reasons. Credit cards can be used a maximum of three times within 24 hours. On the fourth attempt, this error message appears. In this case, we recommend using an alternative payment method or waiting 24 hours before placing the order again.

If the error message appears on the first attempt, a credit card from an unsupported country may have been used. Only cards from the following countries are accepted: Switzerland, Liechtenstein, Austria, France, Germany, Italy, and the United Kingdom. Error code 02: Transaction declined by the card issuer This rejection can be triggered by various factors:

Incorrect entry of credit card details Expired or invalid credit card Reached the card’s daily spending limit

In such cases, we recommend checking the payment details and retrying the process or selecting an alternative payment method. If the problem persists, you can contact your card issuer to clarify the cause.

If you still cannot find a solution, our customer service is always available to assist you.

This is actually possible, but you cannot change it manually. Please contact our customer service for this.

The invoicing and credit check during checkout are carried out by an external billing provider. A rejection can have several reasons:

- Incorrect address
- Foreign IP
- Unpaid invoices in the past
- Poor credit rating

To find out the exact reason, we ask you to contact our customer service directly.

You can view your open invoices in your customer account.

Yes, that is possible. When you purchase on account, you will always receive two payment slips. One payment slip for the full amount and one for the first installment.

No, unfortunately we can no longer modify invoices and purchase receipts that have already been created.

The payment term is 30 days and generally cannot be extended.
Of course, it can happen that an invoice is overlooked once. For this reason, we send a payment reminder after the payment term has expired. The extension period is listed on the payment reminder. This grace period is generally not extendable. To avoid additional fees, you should pay the outstanding amount immediately.
A confirmation from you that you have made the payment is not necessary.
It can take up to five business days for your payment to be recorded in our system. Therefore, it may happen that the reminder/payment notice overlaps with your payment. In this case, you do not need to do anything further and can ignore the reminder.

You can enter your voucher code in the shopping cart or at checkout before paying.