EU Legal Guarantee Policy

Last updated: 11 August 2026

1. Statutory Legal Guarantee

1.1 Consumers are entitled to a statutory legal guarantee of conformity from the date on which the Product is delivered.

1.2 For Consumers in the European Union, the statutory legal guarantee applies for a minimum period of two years from delivery.

Where the mandatory law applicable in the country of delivery provides a longer period or more favourable consumer protection, the more favourable national rules will apply.

1.3 The statutory legal guarantee is provided by the seller free of charge.

1.4 The statutory legal guarantee exists automatically by law and is separate from any voluntary commercial warranty that may be offered by FPD Vision, a manufacturer, or another guarantor.

A commercial warranty cannot replace, shorten, or reduce your statutory legal guarantee rights.

2. When a Product Is Not in Conformity

A Product may be considered not in conformity with the purchase contract where, for example, it:

• is defective or does not operate properly under normal use;
• does not match the description, model, quantity, quality, specifications, or other characteristics agreed at the time of purchase;
• does not provide the functionality, compatibility, interoperability, durability, performance, or other qualities reasonably expected from a Product of the same type;
• is not suitable for the purposes for which Products of the same type would normally be used;
• is not suitable for a particular purpose that you communicated to us before purchase and that we accepted;
• is not supplied with the accessories, instructions, installation information, or other items required by the purchase contract or applicable law;
• has been incorrectly installed where installation formed part of the purchase contract and we were responsible for that installation;
• has been incorrectly installed by you because of defective or incomplete installation instructions supplied with the Product; or
• does not receive software, firmware, security, or other updates that are required under applicable law to keep a Product with digital elements in conformity.

3. Repair or Replacement

3.1 If a Product is not in conformity, you may generally request that the Product be brought into conformity by:

• repair free of charge; or
• replacement free of charge.

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

3.3 Where repair or replacement is provided under the statutory legal guarantee, it will be carried out:

• free of charge;
• within a reasonable period;
• without significant inconvenience to you; and
• with the necessary reasonable parts, labour, postage, transportation, removal, installation, or other costs covered where required by applicable law.

4. Repair and Extension of the Legal Guarantee Period

Where you are entitled to choose between repair and replacement, our Customer Support team can provide information about the available remedies and any applicable extension of your statutory protection.

5. Price Reduction or Contract Termination

You may be entitled to an appropriate price reduction or to terminate the purchase contract where the applicable legal conditions are met, including where:

• repair or replacement is impossible or legally disproportionate;
• we have not completed repair or replacement within a reasonable period;
• repair or replacement would cause significant inconvenience to you;
• 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 from the circumstances that we will not bring the Product into conformity within a reasonable period or without significant inconvenience.

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

Where the purchase contract is validly terminated because of lack of conformity, we will handle the return of the affected Product at our cost as required by applicable law.

Any refund due following termination will be made without undue delay and normally using the same payment method used for the original transaction unless you expressly agree otherwise.

6. Costs of Statutory Legal Guarantee Service

For a valid statutory legal guarantee claim, FPD Vision will bear the reasonable costs required to bring the Product into conformity where required by applicable law.

These may include:

• inspection or diagnostic costs;
• parts and labour;
• repair costs;
• replacement costs;
• return shipping or collection costs;
• redelivery costs; and
• other costs necessary to complete the statutory remedy where applicable.

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

The return address for a guarantee claim may differ from our Hong Kong registered business address.

7. How to Make a Legal Guarantee Claim

To request assistance, please contact:

Email:
support@fpdvision.com

To help us assess and resolve your request efficiently, please provide, where reasonably available:

• your order number or other reasonable proof of purchase;
• Product model;
• serial number, where applicable;
• a description of the issue; and
• photos or videos that may reasonably help us understand or diagnose the issue.

Photos and videos may help us assess an issue more quickly. Their absence will not automatically invalidate your statutory legal guarantee rights where providing them is not reasonably possible or necessary.

We aim to respond to Customer Support enquiries within 1 business day.

Depending on the Product, issue, applicable law, and circumstances, assistance may include:

• remote troubleshooting;
• software, firmware, or settings assistance;
• replacement accessories or parts;
• repair;
• replacement;
• an appropriate price reduction; or
• termination of the contract and refund where legally applicable.

8. Proof of Purchase and Packaging

8.1 We may request an order confirmation, invoice, receipt, account record, payment record, or another reasonable form of proof that the Product was purchased from the FPD Vision European online store.

8.2 Original packaging is not a mandatory condition for exercising statutory legal guarantee rights.

We recommend keeping the original packaging where practical because televisions and other electronic Products may require suitable protective packaging during transportation.

If the original packaging is unavailable, please use suitable alternative packaging that provides reasonable protection during transport.

9. Presumption of Non-Conformity and Burden of Proof

Rules concerning the presumption that a lack of conformity existed at the time of delivery, including the applicable presumption period and burden of proof, will be determined according to the mandatory consumer law applicable in 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.

10. Damage or Faults Not Caused by a Lack of Conformity

The statutory legal guarantee generally does not cover damage or faults caused after delivery solely by circumstances unrelated to a lack of conformity for which the seller is legally responsible.

Examples may include:

• accidental or physical damage caused after delivery;
• misuse, abuse, or neglect;
• use contrary to reasonable operating, user, or safety instructions;
• improper installation carried out by the customer or a third party, where the seller is not legally responsible for the installation;
• unauthorized repair, alteration, or modification;
• use of incompatible accessories, chargers, parts, power supplies, or other equipment where that use caused the fault;
• incorrect voltage or abnormal electrical conditions;
• fire, flooding, water damage, lightning, extreme heat, excessive moisture, or other external events occurring after delivery;
• normal wear and tear consistent with the nature and reasonable expected use of the Product; or
• removal, alteration, or illegibility of a serial number where this prevents reasonable verification of the Product or claim.

These examples do not exclude legal guarantee protection where the problem resulted from defective instructions, installation for which the seller is responsible, an original defect, a required update that was not supplied, or another matter for which the seller remains responsible under applicable law.

11. Inspection After Delivery

We recommend inspecting the Product and packaging reasonably promptly after delivery.

If the package is visibly damaged, the wrong Product has been delivered, or a Product or accessory appears to be missing, please contact us as soon as reasonably possible so that we can investigate and assist you.

Failure to report a defect or delivery issue within 24 or 48 hours does not by itself remove or reduce any mandatory statutory consumer right.

12. Personal Data and Connected Products

Before returning a smart TV, tablet, projector, or other connected Product, where reasonably possible we recommend that you:

• back up personal files and settings;
• sign out of personal accounts;
• remove passwords, PINs, and screen locks;
• remove SIM cards, memory cards, USB storage, or other removable personal storage devices; and
• restore the Product to factory settings where appropriate and technically possible.

Repair, replacement, firmware installation, software restoration, or factory reset procedures may result in data stored on a Product being deleted.

Personal data submitted in connection with a legal guarantee claim will be processed in accordance with our Privacy Policy .

13. Products Purchased from Other Sellers

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

If you purchased an FPD Product from Amazon, another marketplace, retailer, distributor, reseller, or other independent seller, the statutory legal guarantee against the seller is generally provided by the seller identified on your invoice, receipt, or order confirmation, subject to applicable law.

You should normally contact the original seller regarding your statutory seller guarantee rights.

FPD Vision may separately provide manufacturer support or other assistance where available, but such assistance does not reduce your statutory rights against the original seller.

14. Repair Rights Outside the Seller's Legal Guarantee

Certain Products may also be covered by EU rules requiring manufacturers to provide repair services or repair-related information beyond the seller's statutory legal guarantee period.

These rights and obligations depend on the Product category, applicable EU product-specific repairability requirements, national implementation, and the circumstances of the repair request.

Where applicable, you may contact support@fpdvision.com for information regarding available repair options for FPD Products.

15. Commercial Warranties

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

Where a Product page, warranty card, guarantee statement, or other separate written document expressly provides an additional commercial warranty, that commercial warranty will apply according to its stated terms in addition to your statutory rights.

Any commercial warranty:

• does not replace the statutory legal guarantee;
• does not shorten the applicable statutory guarantee period;
• does not restrict the statutory remedies available against the seller;
• does not require a Consumer to waive mandatory legal rights; and
• will be interpreted consistently with mandatory consumer law.

16. Relationship with the Return & Refund Policy

The statutory legal guarantee is separate from:

• the statutory 14-day right of withdrawal; and
• FPD Vision's additional voluntary 30-day return policy.

The expiry of the statutory withdrawal period or voluntary return period does not remove or reduce your rights concerning faulty or non-conforming Products.

For change-of-mind returns and withdrawal information, please see our Return & Refund Policy .

17. Relationship with Our Terms of Service

This Policy should be read together with our Terms of Service .

If any provision of this Policy or our Terms conflicts with a mandatory consumer protection rule applicable to you, the mandatory legal rule will prevail.

18. Contact Us

For questions, Product issues, or statutory legal guarantee claims, please contact:

FPD Vision Customer Support

Email:
support@fpdvision.com

Website Operator and Seller:
HONG KONG VISION VERSE CO., LIMITED

Company Registration No.:
76585111

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

Please do not return Products to the Hong Kong registered address unless our Customer Support team expressly instructs you to do so.

The appropriate repair, return, or collection address will be provided separately where required.