FAQs

Do I need to provide my billing address when placing an order?

Yes, this will be the address that your credit/debit card is registered to and where the statements are received.

How can I pay?

When you reach the check out, you'll be given some a payment options. This includes credit and debit cards. We can also arrange a proforma invoice with our bank details. If you chose this option, we'll email you the details.


How do I get product updates?

If you sign up for our regular newsletter (at the bottom of this page), we'll send you all the latest news and developments.


How do I renew a software licence?

If you want to renew a software licence, email: digitalforensics@avatu.co.uk with your dongle number and we'll come back to you.

Or you can contact us here.


How do I return an item?

Click here to see our full refunds policy. You MUST contact us within SEVEN days of delivery if you wish to send something back.

We can't exchange or give store credit on anything more than seven days after it's been delivered and some items (like custom made products or software licenses) are non-refundable. 

Please see the full policy for more details.

Contact us straight away if you think you might want to send something  back.


How long is the warranty?

Standard warranties are for 12 months. But cables and other accessories are normally only covered for 30 days. Contact us for more information.


How long will it take before I get my product?

The answer to this depends on the product you've ordered. Many we keep in stock but others - especially those with special requests or made-to-order items - won't be ordered until you pay online.

If your item is in stock, we'll send it out as soon as we process the order, which is often within hours after you've paid. If your order is made before 2pm on Monday to Friday (except bank holidays or office closure dates), we'll send it out the next working day (within mainland UK).

We'll send you an email when it's dispatched.

If your item is urgent, please contact us +44 1296 621121 so we can discuss further the options available. Find out more here.


I'd like some advice on which product is best for my needs. How can I get this?

The Avatu forensics store has been created so people can buy when it suits them, any time - day or night. But we don't expect it to replace everything we do.

If you'd like some advice please feel to give us a call or send us an email. You'll find the contact details here.

Our customer service team is available 9am to 5.30pm Monday to Friday (except bank holiday and office closures).


I've got a long shopping list for a large project, what do I do?

The e-store is geared to take large orders but if you'd to speak to someone, please just get in touch.

Our customer service team is available from 9am to 5.30pm on Monday to Friday (except bank holidays),

You might also find our other Avatu website useful. We have a team dedicated to helping find the right solution for larger or more complex projects.


What are your office opening hours?

You can place an order online any time, day or night. And we'll send it out during office hours

Our office is open from 9am to 5.30pm Monday to Friday.

We are closed on bank holidays.

You can contact us here.


What do I do if a product hasn't arrived when it was expected?

We choose our delivery people carefully but once a parcel has left our hands, we are somewhat at their mercy.

If something hasn't been delivered when you expected, please let us know as soon as possible and we'll try and find out why.

Our offices are open 9am to 5.30pm, Monday to Friday (except bank holidays and office closures).

Our phone number is 01296 621121. You can email us at digitalforensics@avatu.co.uk


What do I do if I can't find what I'm looking for?

The Avatu forensic store is kept up-to-date but if you're looking for something specific that you can't find online, please email us at digitalforensics@avatu.co.uk or phone us on 01296 621121 and we'll do our best to help.

Our office is open Monday to Friday, 9am to 5.30pm.

You might also like to look at our other website at www.avatu.co.uk. You might find the information you are looking for there.


What happens if there's a problem with your site?

If you notice anything that's not working properly, please let us know by emailing support@avatu.co.uk or phoning 01296 621121. Thanks.


Where can I find your full terms and conditions?

You'll find our full terms and conditions at the bottom of this webpage.  

Where is the CVV number on my card?

On Visa and Mastercards, your CVV is the last three numbers on the signature strip on the back of the card. For American Express, use the four digit number near the hologram on the front of the card.

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