Return Policy
At FPD Vision, customer satisfaction is our priority. We offer a voluntary 30-day extended return policy for products purchased directly from our European online store fpdvision.eu.
This Return Policy applies to orders delivered to all EU member states, including Germany, France, Italy, Spain, and the Netherlands.
1. Statutory 14-Day EU Cooling-off Period (Mandatory Legal Right)
Under the EU Consumer Rights Directive 2011/83/EU, you hold an unconditional statutory 14 calendar days withdrawal right, separate from our voluntary 30-day return offer.
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The 14-day cooling-off window starts the day you physically receive the goods. For multi-parcel orders, the period begins upon receipt of your last item.
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No reason is required to cancel your order within these 14 days.
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If we fail to fully inform you of this legal right, your withdrawal period will automatically extend to 12 months plus 14 days by EU law.
How to submit your 14-day withdrawal notice
Send a clear cancellation request to support@fpdvision.com before the 14-day period expires, including your order number and full name. You may also use the standard EU withdrawal form attached at the bottom of this page.
Our designated EU return warehouse address: Walter gropius Straße 19, 50126 Bergheim, Germany
Rules for statutory 14-day returns
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All goods, full original packaging, accessories, manuals and protective parts must be returned unused, scratch-free and fully resalable within 14 days after you submit your withdrawal notice.
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We cover the full original outbound delivery fee in your refund for valid 14-day statutory withdrawals.
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You bear the direct return shipping cost to send items back to our warehouse.
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We will issue your full refund within 14 calendar days after receiving your return request, pending inspection of the returned goods. Refunds go back to your original payment method with no extra fees.
2. Our Voluntary 30-Day Extended Return Policy
Beyond your legal 14-day cooling-off right, we offer an extra voluntary 30 calendar days return window counting from the date you receive your order.
You may request a return within 30 days of receiving your order.
This voluntary policy supplements your mandatory consumer legal rights under EU local laws, and does not replace your statutory 14-day withdrawal right.
How to Request a Return for the 30-day voluntary window
Please contact our Customer Support team at support@fpdvision.com within 30 days of receiving your order.
Please include the following information:
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Order Number
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Product Model / SKU
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Reason for the return
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Photos or videos (if the item is damaged or defective)
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Whether you prefer a refund or replacement
Our support team will respond within 1-2 business days with return instructions and warehouse address.
Return Requirements
To be eligible for a return under the 30-day voluntary policy:
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The product should be returned in its complete original packaging.
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Please include all accessories, power adapters, manuals, foam protectors and original contents.
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Promotional bundles must be returned together as a full set.
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Do not return any item without receiving official return authorization from our support team.
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Goods with scratches, stains, activated screens, broken factory seals or man-made damage are not eligible for voluntary returns.
Return Shipping
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For returns due to personal reasons (changing your mind, wrong size/model ordered) within the 30-day voluntary window: the customer is fully responsible for all return shipping costs, and only the product price will be refunded; original delivery fees are non-refundable.
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If the return is due to manufacturing defects, shipping damage, or incorrect items delivered: FPD Vision will cover all return shipping fees and provide free replacement, full refund or repair service at our choice.
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Please use a trackable shipping service and share the tracking number with our team once you ship the parcel back.
3. Refund Processing
Once your returned item has been received and inspected, we will process your refund within 5-7 business days.
Refunds will be issued to your original payment method.
Depending on your payment provider, it may take an additional 3-10 business days for the refund to appear in your account.
You will receive a confirmation email once your refund has been completed.
4. Mandatory 2-Year EU Statutory Warranty
All display, monitor and TV products sold on fpdvision.eu carry a legal 2-year conformity warranty valid across all EU countries.
If manufacturing faults appear within 2 years after delivery, contact us with defect photos and your order ID. We will arrange free return shipping, repair, replacement or full refund for confirmed factory defects.
This warranty does not cover liquid damage, accidental impact, unauthorized disassembly, improper installation or normal wear and tear.
5. Return & Refund Exclusions
The following items cannot be returned under either the 14-day statutory rule or 30-day voluntary policy:
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Custom personalized products made to your exclusive specifications;
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Sealed electronic goods with broken factory anti-tamper seals;
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Clearance final-sale items clearly marked non-refundable on product pages;
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Goods damaged intentionally or through improper customer use.
6. Pre-Shipment Order Cancellation
You may cancel your order free of charge before we dispatch your parcel by emailing support@fpdvision.com. Once shipment is completed, all cancellation requests will follow the return rules above.
Need Assistance?
If you have any questions regarding withdrawals, returns or refunds, please contact our Customer Support team:
Email: support@fpdvision.com
EU Return Warehouse Address: Walter gropius Straße 19, 50126 Bergheim, Germany
Thank you for choosing FPD Vision.
We appreciate your trust and are committed to providing high-quality products and reliable customer service throughout Europe.
Annex: EU Standard Withdrawal Form
To: FPD Vision
Email: support@fpdvision.com
Return Address: Walter gropius Straße 19, 50126 Bergheim, Germany
I/We hereby withdraw from the sales contract for the following goods:
1. Product name & SKU:
2. Order number:
3. Date goods received:
Customer full name:
Customer full delivery address:
Signature (for paper submission only):
Date: