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Warranty & Returns

Warranty and return information for the AVA Byte

Warranty Policy (1)

Warranty

Is there a warranty for AVA Byte?

Yes! your AVA Byte comes with a limited 1-year warranty to be free of defects in materials or workmanship under normal home use for one year from the date of purchase. You can find the warranty below in both English and French. Proof of purchase and serial number is required for any warranty claims. 

What does the 1-year limited warranty cover?

Part/Description 

Manufacturer's Warranty Applies?

Device Not Turning On or Off

Yes

Device Not Taking Pictures

Yes

Missing Pieces

Yes

LED Malfunctions

Yes

Wi-Fi Connectivity

Yes

Accidental Overfilling of Water Reservoir

No

App Connection

No

Normal Wear and Tear

No

Failure to Adhere to User Manual or Improper Use

No

Defaced or Removed Serial Numbers

No

Accidental Damage

No

Improper maintenance or storage

No

Damaged by circumstances beyond AVA’s control

No

Loss or Damage to Removable Parts

No

Modified parts or pods unauthorized or repaired by anyone other than AVA

No

  • Note: if you experience a problem or have questions email support@avagrows.com. Please be sure to specify the model number and serial number found on the label located on the base of your unit.

How do I determine the warranty period of my Product? 

The warranty period specified for the AVA Byte will be for a period of one year from the shipment date sold by AVA Technologies Inc. If you would like to read the full warranty policy, please see Warranty Information

If the product was a gift is it still covered under warranty?

Yes. As long as the conditions still apply (i.e. the individual who gifted it to you did not tamper with the device in any way), your gifted product will be under the limited 1-year warranty policy. 

What is the warranty for a replacement product (if applicable)?

If you received a replacement device, the warranty of that device is the same as the standard warranty. That is, the 1-year warranty period will begin when the replacement is shipped to you.

Is the warranty transferrable?

Yes, the warranty is transferrable. However, the warranty is still based on the original shipment date of the product to the original owner. If you purchased from a retailer, then the date of purchase from the retailer is the original shipment date, granted the retailer has not tampered with the product. Original proof of purchase is required for all warranty claims.

Is the warranty valid if I move out of the country in which I purchased my product?

The AVA Byte is only certified for use in Canada and the United States. If you move to a country outside of these regions and use the device in a non-certified country, AVA cannot cover any warranty claims.

What is the warranty for a purchased spare part?

If you have purchased a spare part for your AVA Byte, then the same 1-year warranty will apply to that part specifically.

How do I submit A warranty claim?

Please fill out this form. You will need the original proof of purchase (including order number or an email confirming purchase) and must specify the model number and serial number found on the label on the base of your unit. If you experience problems or have any questions, email AVA Customer Support.

 

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Return Policy (1)

Returns

What is the return policy for AVA Byte?

Our return policy applies only to the AVA Byte device and any accessories. Pods are covered under a separate warranty here. We're confident that you'll love your Byte but if you are not satisfied for any reason, we will accept returns for products ordered from AVA Technologies Inc. within 60 days of receipt for a full refund, minus a US$50 restocking fee, provided the Byte is returned in its original packaging, with all of its original parts. Proof of purchase (order number or an email confirming purchase) is also required. Please fill out this form or email Customer Support for a prepaid return shipping label.


Any refunds will be processed once the device has been received and checked by our team. The refund can be issued only to the account to which it was originally charged. We do not refund the shipping fee charged at the time of checkout or any fees previously charged. Any and all relevant return fees will be deducted from the total refund amount. If you have received a defective device, we will replace it for you! Please see our Warranty information. Gardens through resellers, retail partners, or other websites are ineligible for a refund through us. Please consult their return policies for further information.

Are the plant pods refundable or exchangeable?

The pod packs are neither refundable nor exchangeable unless there is a fulfillment error or the pod pack is received in a damaged or poor condition. However, we do offer a 100% germination guarantee.

 

In the event that you are unhappy with any part of your pod pack, contact us within three (3) days of receiving the unsatisfactory item. We reserve the right, however, to require either the physical return of an unsatisfactory item or a photograph of such, before any replacement pod packs are sent.

I do not have the original packaging for my AVA Byte; can I use another box to ship it back to AVA?

All Byte devices must be returned in the original box as we cannot guarantee that the provided pre-paid return label will cover the cost of alternative packaging materials. If you do not have the original box, you can purchase a replacement for US$25. Please contact us for assistance or fill out this form.

 

If you do not return your Byte in its original packaging, you will incur an additional US$25 restocking fee, and you will not be reimbursed for the return’s shipping fees. We are not responsible for any device damages that may occur during shipping if the device is not returned in its original packaging.

What does the 100% germination guarantee mean?

Our custom pods are suitable conditions for plants to thrive in and are 100% guaranteed to grow. You may, however, be eligible for a replacement plant pod pack if, after 3 weeks, your pods have not germinated. 

 

Please keep in mind that all of our products are intended for indoor use. We are unable to replace pods if gardens have been kept outdoors. If you experience a problem or have questions, please fill out this form or email Customer Support. Please include a photo of the plants, confirm the plants’ ages, and the room temperature in which they were kept. This information can be accessed via the app.

How do I initiate the return process?

If you would like to return your device, please fill out this form. Upon completion of the form, our Customer Support team will contact you with the next steps and send you a prepaid shipping label.

 

Please note that any refunds will be processed only after the device has been received and checked-in by our team. The refund can be issued only to the account to which it was originally charged. Please see our return policy for more details.

What happens if I am not satisfied with my purchase?

If you are not satisfied with your purchase, please email Customer Support so that we can assist you further.

How will I receive my Refund?

Any refunds will be processed only after the device has been received and checked-in by our team. The refund can be issued only to the account to which it was originally charged. If you no longer have access to this account, please let our Customer Support team know in your inquiry.

Who will pay for the shipping of my return?

AVA will send you a pre-paid shipping label after you complete this form and answer any of the Customer Support team follow up questions if necessary.

How long will it take for my return to be processed?

Once your product has been received by AVA, we will process the return within 15 business days.

How can I exchange my device?

AVA will accept exchanges for devices ordered from AVA Technologies Inc. within 60 days of receipt, provided the Byte is returned in its original packaging, with all original parts. If you would like to exchange your device, please complete this form. Proof of purchase (order number or an email confirming purchase) and reason(s) for exchange are also required. Our Customer Support Team will provide you with a prepaid shipping label, but you will be charged a US$50 restocking fee.

 

Please note that pod packs cannot be exchanged unless there has been a fulfillment error or if the pod has is deemed to be in poor or damaged condition when received by AVA.

I received an item as a gift; can I return or exchange it?

Yes, you can still exchange or return the item following the procedures outlined in our exchange policy and our return policy. Please note that pod packs cannot be exchanged unless there has been a fulfillment error or if the pod has is deemed to be in a poor or damaged condition when received by AVA.

 

Unfortunately, returns of a gift can only be processed to a gift card for future use at AVA Technologies.

What items cannot be returned?

Pod packs cannot be returned unless it is covered under the 100% germination guarantee or if we shipped you the wrong pack. Any Bytes that have been damaged while in your care can also not be returned unless it falls under a warranty claim.

What happens if I received the wrong item?

Oh no! Our apologies. In the unlikely event that this occurs, please fill out this form or email Customer Support.

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