EU Legal Guarantee Policy

FPD Vision is committed to supplying products that conform to the purchase contract and meet the quality, safety, functionality and durability requirements applicable under 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 from the date on which the product is delivered.

The statutory legal guarantee applies for a minimum period of two years. Where the mandatory law of the country of delivery provides a longer guarantee period or more favourable consumer rights, the more favourable national rules will apply.

The statutory legal guarantee is provided by the seller free of charge. It is separate from and is not reduced by any voluntary commercial warranty that may be offered.

2) When a Product Is Not in Conformity

A product may be considered not in conformity where it:

• Is defective or does not operate properly under normal use;

• Does not match the description, model, quantity, quality or specifications shown at the time of purchase;

• Does not provide the functionality, compatibility, interoperability, durability or performance reasonably expected from a product of the same type;

• Is not suitable for the normal purposes for which products of the same type are ordinarily used;

• Is not suitable for a particular purpose that you communicated to us before purchase and that we accepted;

• Is supplied without the accessories, instructions, installation information or other items included in the purchase contract;

• Has been incorrectly installed where installation formed part of the purchase contract;

• Has been affected by incorrect or incomplete installation instructions supplied by us;

• Does not receive software, firmware, security or other 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 either:

• Repair free of charge; or

• Replacement free of charge.

You may choose between repair and replacement unless the remedy selected is impossible or would impose disproportionate costs compared with the alternative remedy, taking into account the circumstances and applicable law.

Repair or replacement will be completed:

• Free of charge;

• Within a reasonable period;

• Without significant inconvenience to you; and

• With the necessary parts, labour, postage and transportation costs covered by us.

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 or disproportionate;

• We have not completed the repair or replacement within a reasonable period;

• Repair or replacement would cause significant inconvenience;

• The lack of conformity remains or reappears after an attempted remedy;

• The lack of conformity 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 may not be available where the lack of conformity is minor, subject to the mandatory consumer law of the country of delivery.

Where the contract is terminated, we will arrange the return of the product at our cost and refund the amount due through the original payment method, unless otherwise agreed.

5) Costs of Legal Guarantee Service

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

• Inspection costs;

• Parts and labour;

• Repair or replacement costs;

• Return shipping or collection costs; and

• Redelivery costs.

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

6) How to Make a Claim

Please contact:

Email: support@fpdvision.com

Please provide, where reasonably available:

• Your order number or other proof of purchase;

• Product model;

• Serial number, where applicable;

• A description of the issue;

• Photos or videos that may help us assess the issue.

Photos and videos may help us assess and resolve the issue more quickly. Their absence will not automatically invalidate your statutory rights where providing them is not reasonably possible.

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;

• Repair;

• Replacement;

• A price reduction; or

• A refund where the applicable legal conditions are met.

7) Proof of Purchase and Packaging

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

Original packaging is recommended to protect the product during transportation, but it is not a mandatory condition for exercising statutory legal guarantee rights.

If the original packaging is unavailable, please use suitable packaging that provides adequate protection during transportation.

8) Presumption of Non-Conformity and Burden of Proof

The applicable presumption period and burden-of-proof rules will be determined 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) Matters Not Caused by an Original Lack of Conformity

The statutory legal guarantee generally does not cover damage or faults 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 conformity or normal operation;

• Removal, alteration or illegibility of the serial number where this prevents reasonable product verification.

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

10) Inspection After Delivery

We recommend inspecting the product promptly after delivery.

If the package is visibly damaged, the wrong product has been delivered or an accessory is missing, please contact us as soon as reasonably possible.

Failure to report an issue within 24 or 48 hours does not remove or reduce any mandatory statutory consumer rights.

11) 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 personal data being deleted.

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

12) 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 identified on the invoice or order confirmation.

Please contact the original seller for assistance.

13) Commercial Warranties

This Policy describes the statutory legal guarantee and does not itself create an additional commercial warranty.

Where a product page, warranty card or separate written statement expressly provides an additional commercial warranty, that warranty applies in addition to statutory consumer rights.

Any 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.

14) Relationship with the Return Policy

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

The expiry of a return or withdrawal period does not affect your rights concerning faulty or non-conforming products.

15) 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.