Warranty Policy

FPD Vision is committed to providing products that meet the quality, safety, functionality and conformity standards required under applicable European consumer law.

This Policy applies to products purchased directly from the FPD Vision European online store and delivered to Germany, France, Italy, Spain or the Netherlands.

FPD Vision is operated by the legal entity identified in our Terms of Service.

1. Statutory Legal Guarantee

Consumers are entitled to a statutory legal guarantee of conformity for a minimum period of two years from the date on which the product is delivered.

Where the national law of the country of delivery provides a longer guarantee period or additional consumer rights, the more favourable mandatory national rules will apply.

The statutory legal guarantee is provided by the seller at no additional cost and applies independently of any voluntary commercial warranty.

2. When a Product Is Not in Conformity

A product may be considered non-conforming where it:

• Is defective or does not function properly under normal use;
• Does not match the description, model, quantity, quality or specifications shown at the time of purchase;
• Does not have the functionality, compatibility, interoperability, durability or other characteristics reasonably expected from a product of the same type;
• Is not suitable for the normal purposes of products of the same type;
• Is not suitable for a particular purpose communicated to and accepted by us before purchase;
• Is supplied without the accessories, instructions or installation information reasonably expected or included in the contract;
• Has been incorrectly installed where installation was part of the sales contract;
• Has been affected by incorrect or incomplete installation instructions supplied by us;
• Does not receive software, firmware or security updates required under applicable law to keep the product in conformity.

3. Repair or Replacement

If a product is not in conformity, you may request:

• Repair free of charge; or
• Replacement free of charge.

You may choose between repair and replacement unless the selected remedy is impossible or would impose disproportionate costs compared with the alternative remedy.

Repair or replacement will be completed:

• Free of charge;
• Within a reasonable period;
• Without significant inconvenience to you; and
• With all necessary parts, labour, postage and transport costs covered by us.

Where applicable, the costs of removing an installed product and reinstalling the repaired or replacement product will also be handled in accordance with applicable consumer law.

4. Price Reduction or Contract Termination

You may be entitled to an appropriate price reduction or to terminate the purchase contract and receive a refund where:

• Repair or replacement is impossible;
• Repair or replacement would impose disproportionate costs;
• We have not repaired or replaced the product within a reasonable period;
• Repair or replacement would cause significant inconvenience;
• The defect remains or reappears after an attempted remedy;
• The defect is sufficiently serious to justify an immediate price reduction or termination; or
• It is clear that we will not bring the product into conformity within a reasonable period.

Termination of the contract may not be available where the lack of conformity is minor, subject to the mandatory law of the country of delivery.

5. Costs of Legal Guarantee Service

For a valid claim under the statutory legal guarantee, FPD Vision will bear the reasonable costs necessary to bring the product into conformity, including applicable:

• Inspection costs;
• Parts and labour;
• Repair or replacement costs;
• Return shipping and transportation costs;
• Redelivery costs.

Please do not return a product before receiving return instructions from our Customer Support team.

6. How to Make a Claim

Please contact:

Email: support@fpdvision.com

Please provide, where reasonably available:

• Order number or other proof of purchase;
• Product model;
• Serial number, where applicable;
• A description of the issue;
• Photos or videos that may help demonstrate the issue.

Photos or videos may help us assess the issue more quickly, but their absence will not automatically invalidate your statutory rights.

Our Customer Support team normally responds within 1–2 business days.

Depending on the circumstances, we may provide:

• Remote troubleshooting;
• Software, firmware or settings assistance;
• Replacement accessories or parts;
• Product repair;
• Product replacement;
• A price reduction; or
• A refund where legally applicable.

7. Proof of Purchase and Packaging

We may request an order confirmation, invoice, receipt or other reasonable proof of purchase.

Original packaging is recommended for safe transportation but is not a mandatory condition for exercising your statutory legal guarantee rights.

If the original packaging is unavailable, the product must be packed in suitable packaging that provides adequate protection during transportation.

8. Burden of Proof

The rules regarding the presumption of non-conformity and the burden of proof will be applied in accordance with the mandatory consumer law of the country to which the product was delivered.

Nothing in this Policy places a greater burden on the consumer than is permitted under applicable law.

9. Issues Not Caused by an Original Lack of Conformity

The statutory legal guarantee generally does not cover faults or damage caused after delivery by circumstances unrelated to an original lack of conformity, including:

• Accidental or physical damage;
• Misuse, abuse or neglect;
• Use contrary to the user manual or safety instructions;
• Improper installation carried out by the customer or an unauthorised third party;
• Unauthorised repair, alteration or modification;
• Use of incompatible or unauthorised accessories, chargers, parts or power supplies;
• Incorrect voltage or abnormal electrical conditions;
• Fire, flooding, water damage, lightning, extreme heat, excessive moisture or other external events;
• Normal wear and tear consistent with the nature and expected use of the product;
• Cosmetic damage that does not affect normal operation or conformity;
• Removal, alteration or illegibility of the serial number where this prevents reasonable product verification.

These exclusions do not apply where the problem resulted from defective instructions, installation provided as part of the contract, or another matter for which the seller is legally responsible.

10. Personal Data and Product Settings

Before returning a smart TV, tablet, projector or other connected product, please:

• Back up personal files and settings;
• Sign out of personal accounts;
• Remove passwords, PINs and screen locks where possible;
• Remove SIM cards, memory cards and removable storage devices;
• Restore the product to factory settings where appropriate and technically possible.

Repair, replacement or software restoration may result in the deletion of personal data.

Nothing in this section excludes any liability that cannot legally be excluded.

11. Products Purchased from Other Sellers

This Policy applies to products purchased directly from the FPD Vision European online store.

For products purchased through Amazon, another marketplace, retailer, distributor or reseller, the statutory legal guarantee is generally provided by the seller shown on the invoice or order confirmation.

Please contact the original seller for assistance.

12. Voluntary Commercial Warranties

Where a product page, warranty card or written promotional material provides an additional voluntary commercial warranty, that warranty applies in addition to statutory consumer rights.

A voluntary commercial warranty:

• Does not replace the statutory legal guarantee;
• Does not shorten the applicable statutory guarantee period;
• Does not restrict remedies available against the seller; and
• Does not require consumers to waive mandatory legal rights.

13. Relationship with the Return Policy

The statutory legal guarantee is separate from the right of withdrawal and our voluntary 30-day Return Policy.

The expiry of the return period does not affect your rights regarding faulty or non-conforming products.

14. Contact Us

FPD Vision Customer Support
Email: support@fpdvision.com

Address:
Area B, Unit 2502/3, 25F
Orient International Tower
No. 1018 Tai Nan West Street
Hong Kong

Nothing in this Policy excludes, limits or replaces any mandatory consumer rights available under European Union law or the national law of the country of delivery.