Cancellation, Refund, Payment and Shipping Policy
Effective July 16, 2026
This policy applies to orders placed with Aegis AV on or after the effective date above. Because Aegis AV products are made to order and frequently customized for a particular customer, projector, screen, audio system, room, finish, and installation, our cancellation and return policies differ from those of businesses selling ordinary, stocked furniture.
Any written quotation, invoice, change order, or product-specific agreement accepted by the customer is incorporated into this policy. If an order-specific written agreement contains different terms, the order-specific agreement will control.
1. Custom and Made-to-Order Products
Aegis AV cabinets are manufactured according to each customer’s approved order specifications. Customization may include cabinet dimensions, finish selections, glass color, leg style, projector compatibility, motorized components, screen size, speaker doors, soundbar integration, subwoofer integration, ventilation, rack systems, fireplace components, and other customer-selected features.
Because these products are manufactured for a specific order and may be difficult or impossible to resell at their original price, custom and made-to-order products are not returnable for buyer’s remorse, changes in preference, installation scheduling issues, or circumstances unrelated to a defect or an error by Aegis AV.
2. Initial Deposit and Production Queue
A 50% initial deposit is required to place an order into the Aegis AV production queue unless different payment terms are stated on the customer’s invoice.
The deposit reserves production capacity and allows Aegis AV to begin order administration, specification review, design and engineering preparation, procurement, scheduling, and manufacturing activities.
An order is not considered funded or placed into production until the initial payment has been successfully received and confirmed by Aegis AV.
3. Three-Business-Day Cancellation Period
A customer may request cancellation within three business days after Aegis AV receives the initial deposit.
For purposes of this policy, a “business day” is Monday through Friday, excluding federal holidays. The cancellation request must be received in writing at [email protected] no later than 5:00 p.m. Central Time on the third business day.
If a timely cancellation request is accepted:
- Aegis AV will refund 80% of the initial deposit.
- The remaining 20% of the initial deposit will be retained as an order-initiation and cancellation fee covering consultation, specification review, design and administrative setup, payment expenses, scheduling, and reservation of production capacity.
- The refund will be issued to the original payment method unless another method is agreed upon in writing.
Where applicable law requires a different cancellation period or refund amount, Aegis AV will comply with applicable law.
4. Cancellation After the Three-Business-Day Period but Before Production
Cancellation requests received after the three-business-day cancellation period but before production begins are not automatically approved and will be considered individually.
If Aegis AV agrees to cancel the order, the refund may be reduced by:
- The 20% order-initiation and cancellation fee;
- Design, engineering, drafting, or consultation work already performed;
- Nonrefundable payment-processing charges;
- Materials or components already ordered;
- Vendor cancellation or restocking charges;
- Custom screens, glass, metal, hardware, electronics, audio products, or other special-order components;
- Any other reasonable and documented costs incurred for the order.
5. Commencement of Production
Production is considered to have commenced when Aegis AV begins manufacturing or procuring order-specific components. This includes, without limitation:
- Cutting, machining, drilling, routing, or otherwise processing lumber, panels, or sheet goods;
- Fabricating metal, glass, speaker doors, mounting components, or other parts;
- Applying finishes or preparing materials for finishing;
- Assembling cabinet or motorized components;
- Ordering nonreturnable or custom components specifically for the order; or
- Performing comparable work that commits materials or labor to the customer’s cabinet.
Once production has commenced, the customer may not cancel the order for convenience without written approval from Aegis AV.
The initial deposit will be considered nonrefundable to the extent permitted by law and will be applied toward Aegis AV’s actual and reasonably anticipated losses resulting from the cancellation or customer default. Such losses may include materials, custom components, design and engineering, direct and indirect labor, production capacity, vendor charges, finishing, handling, storage, crating, transportation, resale expenses, and any reduction in value resulting from the need to resell, modify, repurpose, or discount the product.
Any refund required by applicable law will be calculated after Aegis AV can reasonably determine its losses, credits, and any net proceeds received from resale of the product.
6. Customer Changes to an Order
Changes requested after the order is approved may result in additional charges and production delays.
Aegis AV may require a written change order and additional payment before performing the requested changes. If completed work must be altered, discarded, remanufactured, or reordered, the customer is responsible for the resulting materials, labor, vendor, shipping, and scheduling costs.
Changes to projector models, screen sizes, speaker models, subwoofers, room dimensions, finishes, delivery requirements, or installation conditions must be communicated to Aegis AV promptly and may require a revised quotation.
7. Estimated Production and Shipping Dates
Production times, completion dates, pickup dates, transit times, and delivery dates are good-faith estimates unless Aegis AV expressly guarantees a date in a written agreement signed by an authorized representative.
Custom manufacturing can be affected by material availability, vendor delays, freight delays, equipment problems, weather, power interruptions, staffing, customer-requested changes, unusually complex custom work, and other circumstances that may affect the production schedule.
Aegis AV will communicate material delays and will provide any delay notices, revised shipping estimates, consent options, or cancellation rights required by applicable law.
Customers should not schedule installers, contractors, freight elevators, building access, or other time-sensitive services based solely on an estimated production or shipping date. Those arrangements should be finalized only after the shipment has been released, a tracking or PRO number has been provided, and the delivering carrier has confirmed the delivery appointment.
8. Completion Notice and Final Payment
When the cabinet is substantially complete, Aegis AV will normally send the customer:
- Photographs of the completed cabinet;
- A copy of the applicable invoice;
- A payment link or payment instructions for the remaining balance; and
- Any additional information reasonably needed to complete the transaction.
Unless the invoice states otherwise, the remaining 50% balance is due within three business days after the completion notice and payment request are sent.
Aegis AV may crate the cabinet and arrange transportation while awaiting payment. However, the cabinet will not be released for shipment or final delivery until the entire outstanding balance and any additional authorized charges have been received in cleared and confirmed funds.
Merely initiating an ACH transfer, wire transfer, check payment, credit-card payment, or other payment does not require Aegis AV to release the order before the payment has been confirmed. Aegis AV may choose to release a shipment earlier at its sole discretion, but doing so does not waive the customer’s payment obligations or Aegis AV’s right to stop delivery if the payment fails, is reversed, is disputed, or is otherwise not completed.
9. Failure or Delay in Final Payment
Failure to pay the remaining balance by the invoice due date constitutes a customer default and may delay or suspend crating, shipment, delivery, screen release, accessory release, or other performance by Aegis AV.
Aegis AV may, to the extent permitted by law:
- Withhold or suspend shipment;
- Place the shipment on hold;
- Stop delivery while the product is in transit;
- Redirect or return the shipment;
- Store the product;
- Cancel the order;
- Resell, modify, repurpose, or otherwise dispose of the custom product in a commercially reasonable manner; and
- Pursue the unpaid balance or other remedies available under the order agreement and applicable law.
The customer is responsible for all actual and commercially reasonable charges caused by the customer’s failure or delay in payment, including, where applicable:
- Stop-delivery charges;
- Shipment-intercept or reconsignment fees;
- Return freight;
- Redelivery and reshipment charges;
- Storage, detention, or demurrage charges;
- Additional insurance;
- Address-correction or appointment charges;
- Rehandling, inspection, and re-crating costs;
- Carrier and third-party logistics charges;
- Vendor cancellation or restocking fees;
- Payment reversal or returned-payment charges; and
- Reasonable collection expenses to the extent permitted by law.
If Aegis AV agrees to resume delivery after a payment default, the customer must pay the entire outstanding balance and all resulting additional charges in cleared funds before the cabinet, screen, or associated equipment will be released again.
If Aegis AV resells a product following customer default, any credit required by applicable law will be based on the net resale proceeds after commercially reasonable costs, modifications, repairs, storage, transportation, marketing, commissions, and resale expenses have been deducted.
10. Screens, Audio Products and Other Equipment
Projection screens, projectors, subwoofers, speakers, electronics, fireplaces, mounts, and other equipment sold with an Aegis AV cabinet may be supplied by third-party manufacturers or distributors.
Unless the customer’s invoice states otherwise:
- A screen ordered through Aegis AV will be ordered, released, or scheduled for shipment at approximately the same time as the cabinet or after the cabinet is ready for shipment;
- The screen and associated equipment will not be released until the customer’s remaining balance has been paid in cleared and confirmed funds;
- Aegis AV may delay ordering or releasing third-party products while an account is past due or while a payment is unconfirmed; and
- Drop-shipped products may arrive separately from the cabinet.
Custom-sized screens and special-order equipment may be nonreturnable. Approved returns of standard third-party equipment are subject to the manufacturer’s or distributor’s return authorization, condition requirements, deadlines, restocking fees, and shipping charges.
11. Returns After Delivery
Custom and made-to-order cabinets are final sale and are not returnable for convenience after delivery.
This restriction does not eliminate any rights the customer may have concerning:
- A material manufacturing defect;
- A product that materially differs from the approved written specifications;
- Damage occurring during transportation; or
- Rights that cannot legally be waived.
A customer claiming that Aegis AV manufactured the cabinet incorrectly must notify Aegis AV promptly and provide photographs, measurements, serial numbers, and other information reasonably requested to evaluate the claim.
Aegis AV must be given a reasonable opportunity to inspect and, when appropriate, repair, replace, or otherwise correct a verified problem before the customer incurs unauthorized repair, modification, replacement, installation, or removal expenses.
12. Customer-Supplied Specifications and Equipment
The customer is responsible for confirming the accuracy of all information supplied to Aegis AV, including room measurements, elevator and doorway dimensions, projector model, screen size, speaker model, subwoofer model, component dimensions, installation clearances, electrical requirements, building restrictions, and delivery-access requirements.
Aegis AV is not responsible for fitment or compatibility problems caused by inaccurate, incomplete, or subsequently changed information supplied by the customer or the customer’s installer.
Costs resulting from incorrect customer-supplied information, including modification, replacement parts, return transportation, remanufacturing, storage, or redelivery, are the customer’s responsibility.
13. Freight Delivery and Inspection
Freight service is limited to the service specifically stated in the quotation or freight agreement. Residential delivery, limited-access delivery, liftgate service, inside delivery, white-glove delivery, assembly, unpacking, debris removal, installation, freight-elevator coordination, and timed delivery are not included unless expressly stated in writing.
The customer must disclose all special delivery conditions before freight is scheduled. Additional charges imposed because of undisclosed or changed delivery conditions are the customer’s responsibility.
At delivery, the customer or the customer’s representative should:
- Inspect the exterior of the crate before signing the delivery receipt;
- Photograph all sides of the crate and any visible damage;
- Note visible damage, punctures, crushing, missing pieces, or mishandling directly on the carrier’s delivery receipt;
- Retain the crate, packaging, and damaged components;
- Notify Aegis AV immediately; and
- Cooperate with any freight inspection or claim process.
Concealed damage must be reported as quickly as possible and within the carrier’s applicable claim deadlines. Failure to inspect, document, retain packaging, or report damage promptly may affect the ability to recover from the carrier.
14. Refund Processing
Approved refunds will normally be issued through the original payment method. Processing time may depend on the payment processor, financial institution, and circumstances surrounding the refund.
Shipping charges, payment-processing costs, completed services, custom components, vendor charges, and other nonrecoverable expenses are not refundable unless required by law or expressly agreed to by Aegis AV in writing.
15. Acceptance of These Terms
The customer accepts this policy by signing or electronically accepting an Aegis AV quotation, approving an invoice containing or linking to this policy, checking an acceptance box during checkout, or paying the initial deposit after receiving access to these terms.
Revisions to this policy apply only to orders placed after the revision’s effective date unless Aegis AV and the customer expressly agree in writing to apply revised terms to an existing order.
Questions or cancellation requests must be sent to:
Aegis AV
Email: [email protected]
Phone: 325-262-4484