Return and Refund Policy

Last updated: 11 August 2026

1. Statutory 14-Day Right of Withdrawal

1.1 If you are a Consumer purchasing online, you generally have the right to withdraw from the purchase contract without giving any reason within 14 days, subject to the exceptions permitted by applicable law.

1.2 For the purchase of goods, the withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, acquire physical possession of the Product.

1.3 Where multiple Products from the same order are delivered separately, the withdrawal period begins after receipt of the last Product where required by applicable law.

1.4 If the withdrawal deadline falls on a non-working day, the deadline will be extended to the next working day where required by applicable law.

You do not need to provide a reason for exercising your statutory right of withdrawal.

2. How to Exercise the Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires by making a clear statement.

Please contact:

Email:
support@fpdvision.com

To help us identify your order efficiently, we recommend including:

• your name;
• order number;
• the Product you wish to return;
• date of delivery; and
• a clear statement that you wish to withdraw from the purchase contract.

You may use the Model Withdrawal Form included at the end of this Policy, but use of that form is not mandatory.

3. Deadline for Returning the Product

After you notify us of your withdrawal, we will provide the applicable return address or collection instructions.

You must send the Product back without undue delay and no later than 14 days from the day on which you communicate your decision to withdraw, unless otherwise provided by applicable law.

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

The appropriate return or collection location may differ depending on the Product, destination country, warehouse, carrier, and reason for return.

4. Product Inspection and Diminished Value

During the statutory withdrawal period, you may inspect and handle the Product to the extent reasonably necessary to establish its nature, characteristics, and functionality, in a manner comparable to what would normally be permitted in a physical shop.

You may be responsible for any diminished value resulting from handling beyond what is reasonably necessary for this purpose, where permitted by applicable law.

Opening the packaging or reasonably inspecting and testing an ordinary television, tablet, projector, digital photo frame, or other electronic Product does not, by itself, remove the statutory right of withdrawal.

5. Packaging, Accessories, and Product Contents

Where reasonably possible, the Product should be returned together with the accessories and other items originally supplied with it, such as:

• remote controls;
• stands or bases;
• power cables and other cables;
• manuals;
• adapters;
• included accessories; and
• other items supplied as part of the purchase.

During the statutory 14-day withdrawal period, original packaging is recommended but is not a mandatory condition for exercising the statutory right of withdrawal.

If the original packaging is unavailable, please use suitable packaging that adequately protects the Product during transportation.

Where legally applicable, you may be responsible for diminished value resulting from missing items, damage, or handling beyond what is reasonably necessary to inspect the Product.

6. Return Costs for Statutory Change-of-Mind Returns

Where you exercise the statutory right of withdrawal solely because you changed your mind, you are responsible for the direct cost of returning the Product where we informed you of this responsibility before purchase and applicable law permits us to require you to bear that cost.

Where applicable law requires the estimated direct return cost of a bulky Product to be disclosed before purchase, and that information was not properly disclosed, FPD Vision will bear the relevant direct return cost.

You will not be responsible for return or collection costs where:

• the Product is defective or otherwise not in conformity;
• the Product was damaged during delivery;
• you received the wrong Product;
• we expressly agreed to bear the cost; or
• applicable law requires us to bear the cost.

Please do not use an unauthorized freight-collect, cash-on-delivery, or other return method that has not been agreed or approved by our Customer Support team.

7. Refunds Under the Statutory Right of Withdrawal

Where you validly exercise your statutory right of withdrawal, we will reimburse all payments received from you in relation to the withdrawn contract, including:

• the price paid for the returned Product; and
• where applicable, the cost of the least expensive standard outbound delivery option offered by us.

Additional delivery costs resulting from your choice of an express, premium, or other non-standard delivery method are not required to be refunded except where applicable law provides otherwise.

We will make the reimbursement without undue delay and no later than 14 days from the day on which we are informed of your decision to withdraw.

For sales of goods, we may withhold reimbursement until:

• we have received the returned Product; or
• you provide evidence that you have sent the Product back,

whichever occurs first, where permitted by applicable law.

Refunds will normally be made using the same payment method used for the original transaction unless you expressly agree otherwise.

FPD Vision will not charge you a fee for issuing the reimbursement.

Your bank, card issuer, PayPal, or other payment provider may require additional processing time before the refunded amount appears in your account.

8. Voluntary 30-Day Return Policy

In addition to the statutory 14-day right of withdrawal, FPD Vision provides an additional voluntary return period of up to 30 days from the date of delivery for eligible Products purchased directly from the FPD Vision European online store.

This voluntary policy applies separately from your statutory rights.

8.1 Returns Requested During Days 1–14

Where your request falls within the statutory withdrawal period, the statutory rights and conditions described in Sections 1–7 of this Policy apply.

8.2 Returns Requested During Days 15–30

For a voluntary change-of-mind return requested after the statutory 14-day withdrawal period and no later than 30 days after delivery, the Product must:

• be unused and undamaged;
• be in a condition suitable for resale;
• include the original packaging;
• include all accessories, manuals, remote controls, stands, cables, and promotional items originally supplied;
• have personal accounts, passwords, PINs, and device locks removed where applicable; and
• not have been altered, modified, or repaired.

For voluntary returns requested during days 15–30:

• the Customer is responsible for the direct return shipping or collection cost;
• express, premium, or other non-standard outbound delivery charges are not refundable;
• we may reject a voluntary return that does not satisfy the conditions stated above; and
• where appropriate under the voluntary policy, we may make a reasonable deduction where the Product or its contents have lost value.

These additional conditions apply only to the voluntary return period after the statutory 14-day withdrawal period.

They do not restrict, replace, or reduce your statutory withdrawal, legal guarantee, or other mandatory consumer rights.

9. Sale, Discounted, and Promotional Products

Products purchased during a sale, discount, promotional campaign, coupon campaign, or other promotional event remain covered by the statutory 14-day right of withdrawal and applicable statutory legal guarantee rights.

If a particular Product is excluded from FPD Vision's additional voluntary return period from days 15–30, that voluntary-policy restriction will be clearly disclosed on the applicable Product page or offer before purchase.

10. Defective, Damaged, Incorrect, or Non-Conforming Products

If a Product is defective, damaged during delivery, incorrect, or otherwise not in conformity with the purchase contract, please contact us as soon as reasonably possible.

To help us investigate and resolve the issue efficiently, please provide, where reasonably available:

• your order number or other proof of purchase;
• Product model;
• serial number, where applicable;
• a description of the issue; and
• relevant photographs or videos of the Product, packaging, or damage where reasonably useful.

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

For a valid claim relating to a Product for which the seller is responsible:

• you will not be charged return shipping or collection costs;
• we will provide or approve an appropriate return, collection, repair, or replacement procedure; and
• the matter will be handled in accordance with applicable statutory consumer rights.

Depending on the applicable legal conditions, you may be entitled to repair or replacement free of charge and, where appropriate, a price reduction or termination of the purchase contract.

For full information about faulty or non-conforming Products, please see our EU Legal Guarantee Policy .

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

11. Exceptions to the Statutory Right of Withdrawal

The statutory right of withdrawal may not apply where an exception expressly permitted by applicable law applies.

Examples may include:

• goods made to the Consumer's specifications or clearly personalized;
• sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery;
• sealed audio, video, or computer software products after unsealing;
• digital content supplied without a physical medium where performance has begun with the Consumer's prior express consent and legally required acknowledgement concerning loss of the withdrawal right;
• goods that are liable to deteriorate or expire rapidly; and
• goods that, after delivery and by their nature, become inseparably mixed with other items.

An exception will only be applied where its legal requirements are satisfied and any legally required pre-contract information has been provided.

Simply opening the packaging of an ordinary television, tablet, projector, digital photo frame, or similar electronic Product does not by itself remove the statutory right of withdrawal.

12. Order Cancellation Before Dispatch

You may contact us to request cancellation of an order before it has been dispatched.

Please contact: support@fpdvision.com

We will make reasonable efforts to cancel the order, but cancellation cannot be guaranteed once warehouse processing or shipment has begun.

If the Product has already been dispatched, you may exercise any applicable statutory withdrawal or voluntary return rights after delivery.

13. Return Procedure

To request a return:

1. Contact support@fpdvision.com .
2. Provide your order number and identify the Product concerned.
3. Tell us whether your request concerns statutory withdrawal, a voluntary return, a damaged or incorrect Product, or another Product issue.
4. Wait for the applicable return address, collection arrangement, or other instructions from Customer Support.
5. Pack the Product securely and include the applicable Product contents and accessories.
6. Use the return or collection method provided or approved by us.
7. Keep your return shipping receipt, tracking information, or collection confirmation until the return and any applicable refund have been completed.

Do not send a Product to our Hong Kong registered office unless Customer Support expressly instructs you to do so.

14. Refused, Unclaimed, or Undeliverable Parcels

If a parcel is refused, not collected, or cannot be delivered because of an incorrect or incomplete address, please contact Customer Support.

We will assess the circumstances and explain the available options, which may include redelivery, return processing, cancellation, or refund as applicable.

Any costs charged to a Consumer will only be applied where permitted by applicable law and where the Consumer was properly informed of the relevant responsibility.

15. Personal Data on Returned Connected Products

Before returning a smart TV, tablet, projector, or other connected Product, where reasonably possible please:

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

Returns, repair, software restoration, replacement, or factory-reset procedures may result in information stored locally on a Product being deleted.

Personal data submitted in connection with a return or support request will be processed in accordance with our Privacy Policy .

16. Relationship with the EU Legal Guarantee

The statutory legal guarantee applying to faulty or non-conforming Products is separate from:

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

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

Please see our EU Legal Guarantee Policy for further information.

17. Relationship with Our Terms of Service

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

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

18. Contact Us

For withdrawal, return, refund, damaged Product, or after-sales enquiries, please contact:

FPD Vision Customer Support

Email:
support@fpdvision.com

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

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

Company Registration No.:
76585111

Registered with:
Companies Registry, Hong Kong

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 return, repair, warehouse, or collection address will be provided separately where applicable.

19. Model Withdrawal Form

You may use the following form if you wish to withdraw from an eligible distance-sales contract. Use of this form is not mandatory.