Refund Policy

Milow Advanced Media LLC ("Company") provides custom luxury smart home automation and AV integration services. Due to the highly customized nature of our work, our refund policy reflects the significant pre-installation planning, engineering, and procurement costs involved in each project. Please read this policy carefully before engaging our services.

1. Consultation Fees

Initial consultations are complimentary for standard residential and commercial inquiries. For complex multi-site projects or specialized commercial assessments that require significant pre-consultation engineering time, a consultation fee may be assessed. Such fees are non-refundable once the consultation has been completed and a report or proposal has been delivered.

2. Project Deposits

A deposit of 30–50% of the total project value is required upon execution of a service agreement. Deposit refundability is as follows:

• Cancellation within 72 hours of contract signing: Full refund of deposit, less any equipment already ordered
• Cancellation 4–14 days after contract signing: Refund of 50% of deposit, less the cost of any equipment ordered or design work completed
• Cancellation 15–30 days after contract signing: Refund of 25% of deposit, less all equipment costs and design/engineering fees incurred
• Cancellation after 30 days or after installation has commenced: Deposit is non-refundable. Client is responsible for all equipment costs and labor performed to date

3. Equipment Orders

3.1 Standard Stock Items

Equipment that is stocked by our distributors and has not yet been shipped may be cancelled for a full refund, less any restocking fees charged by the distributor (typically 15–25%).

3.2 Special-Order Items

Special-order equipment — including custom-configured Crestron systems, Lutron panels, Sony projectors, and other items ordered specifically for your project — are non-refundable once ordered. These items are manufactured or configured to your specifications and cannot be returned to the manufacturer.

3.3 Installed Equipment

Equipment that has been installed is not eligible for refund under any circumstances. Any equipment removal requested by the client after installation will be subject to additional labor charges and the client assumes all risk of damage to the property or equipment during removal.

4. Labor and Installation Fees

Labor costs are non-refundable once work has commenced. This includes:

• Pre-installation site surveys and assessments
• System design and programming time
• All on-site installation labor
• Post-installation programming and calibration
• Client training and system orientation

5. Project Cancellation by Client

If a client elects to cancel a project after work has begun, the client is responsible for:

• All labor hours completed at the agreed hourly or project rate
• Full cost of all equipment ordered (whether delivered or not)
• Any third-party subcontractor costs incurred on behalf of the project
• A project management and administration fee of 10% of the total project value

6. Project Cancellation by Milow Advanced Media LLC

In the rare event that Milow Advanced Media LLC must cancel a project due to circumstances within our control, we will:

• Provide written notice as soon as practicable
• Refund all deposits less any non-recoverable equipment costs
• Assist in transitioning the project to another qualified integrator if desired

7. Damaged or Defective Equipment

If equipment arrives damaged or is found to be defective upon installation:

• We will replace or repair defective items at no additional cost to the client
• Manufacturer warranty claims will be filed on the client's behalf
• Replacement timelines are subject to manufacturer and distributor availability
• The Company is not liable for project delays caused by manufacturer defects or shipping damage

8. Manufacturer Warranties

All equipment installed by Milow Advanced Media LLC carries the manufacturer's standard warranty. Warranty terms vary by brand and product category:

• Crestron: Typically 1–3 years on hardware
• Lutron: Typically limited lifetime warranty on qualified products
• Sony: Typically 1–3 years depending on product category
• Sonos: Typically 1 year
• Ubiquiti: Typically 1–2 years

Clients should refer to individual product documentation for specific warranty terms. Warranty claims must be submitted through Milow Advanced Media LLC as the authorized dealer.

9. Service Credits

In lieu of cash refunds in eligible circumstances, the Company may offer service credits applicable to future work. Service credits are transferable to immediate family members of the account holder but are not redeemable for cash and expire 24 months from issuance.

10. Dispute Resolution

Any disputes regarding refunds or billing shall be addressed as follows:

• Step 1: Written notice to info@milowadvancedmediallc.com within 30 days of the disputed charge
• Step 2: Good-faith negotiation between the parties within 14 business days
• Step 3: If unresolved, binding arbitration per our Terms and Conditions

Credit card chargebacks initiated without first following this process will be contested. The Company reserves the right to recover collection costs, including reasonable attorneys' fees, for disputed charges found to be without merit.

11. Refund Processing

Approved refunds will be processed within 10–14 business days of written approval. Refunds will be issued via the original payment method where possible. Wire transfer refunds may be subject to a $25 processing fee.

12. Contact for Refund Requests

All refund requests must be submitted in writing to:

• Milow Advanced Media LLC
• Attn: Billing Department
• 2065 Wayzata Blvd, Long Lake, MN 55356
• Email: info@milowadvancedmediallc.com
• Phone: (651) 551-1763

Please include your project number, contract date, and a description of the reason for the refund request. We are committed to resolving all billing concerns promptly and fairly.