Return Policy

At FPD Vision, customer satisfaction is important to us.

This Return and Refund 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 14-Day Right of Withdrawal

Consumers have the right to withdraw from an online purchase without providing a reason within 14 days.

The withdrawal period begins on the day after:

• You, or a third party designated by you other than the carrier, receive the product; or
• You receive the last product, lot or piece where one order is delivered separately.

To exercise the right of withdrawal, you must notify us before the 14-day period expires by sending a clear statement to:

Email: support@fpdvision.com

Please include:

• Your name;
• Order number;
• Product you wish to return;
• Date of delivery;
• A clear statement that you wish to withdraw from the purchase.

You do not need to provide a reason.

2. Returning the Product

After notifying us of your withdrawal, you must send back the product within 14 days.

Please wait for our return instructions before shipping the product.

Products must be returned with all accessories, manuals, remote controls, stands, cables and other items originally supplied.

Original packaging is recommended for safe transportation 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.

3. Product Inspection and Diminished Value

You may inspect and handle the product only to the extent reasonably necessary to establish its nature, characteristics and functionality, in the same way that you would normally inspect a product in a physical shop.

You may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary for such inspection.

Opening the packaging or reasonably inspecting the product does not automatically remove your statutory right of withdrawal.

4. Return Shipping Costs for a Change-of-Mind Return

For a return made under the statutory right of withdrawal because you changed your mind, you are responsible for the direct cost of returning the product, unless:

• We agreed to pay the return cost;
• The product is defective, damaged or non-conforming;
• You received the wrong product; or
• We did not inform you before purchase that you would be responsible for the return cost.

For televisions and other bulky products that cannot normally be returned by standard postal services, return costs may be higher than ordinary parcel postage. We will provide an estimated return or collection cost before the return is arranged.

Please do not send a product using an unauthorised or unpaid delivery method.

5. Refunds Under the Statutory Right of Withdrawal

Where you validly exercise the statutory right of withdrawal, we will refund:

• The price paid for the returned product; and
• The cost of the least expensive standard delivery method offered by us, where a delivery fee was paid.

Additional costs resulting from your choice of express, premium or non-standard delivery will not be refunded.

We will issue the refund without undue delay and no later than 14 days after receiving your withdrawal notice.

We may withhold the refund until:

• We receive the returned product; or
• You provide evidence that the product has been sent back,

whichever occurs first.

Refunds will normally be issued through the original payment method unless otherwise agreed.

After we issue the refund, your bank or payment provider may require additional processing time before the amount appears in your account.

6. Voluntary 30-Day Return Policy

In addition to the statutory 14-day right of withdrawal, FPD Vision provides a voluntary return period of up to 30 days from the date of delivery for eligible products.

For returns requested from day 15 to day 30, 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;
• Have all personal accounts, passwords and device locks removed;
• Not have been modified, repaired or altered.

For voluntary returns made after the statutory 14-day period:

• The customer is responsible for the direct return shipping cost;
• Original express or premium delivery charges are not refundable;
• We may reject a return that does not meet the conditions above;
• We may make a reasonable deduction where the product has lost value.

These additional conditions do not limit the statutory 14-day right of withdrawal or rights relating to faulty or non-conforming products.

7. 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.

Please provide, where available:

• Order number;
• Product model;
• Description of the issue;
• Photos or videos showing the product, packaging or damage.

For a valid claim involving a defective, damaged, incorrect or non-conforming product:

• You will not be charged return shipping costs;
• We will provide an appropriate return or collection method;
• Your claim will be handled under the applicable statutory legal guarantee.

A failure to report delivery damage within 24 or 48 hours does not automatically remove mandatory consumer rights.

8. Products That Cannot Be Returned Under the Right of Withdrawal

The statutory right of withdrawal may not apply to certain products where an exception under applicable law applies, including:

• Products made to the consumer’s specifications or clearly personalised;
• Sealed goods that are not suitable for return for health protection or hygiene reasons after the seal has been broken;
• 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 acknowledgement;
• Products that deteriorate or expire rapidly;
• Products inseparably mixed with other items after delivery.

These exceptions will only be applied where permitted by applicable law.

Opening an ordinary electronic product or television package does not, by itself, automatically remove the statutory right of withdrawal.

9. Promotional Bundles and Free Gifts

Where a product was purchased as part of a bundle or promotion, all products and free gifts included in the bundle must normally be returned together.

If an included item is not returned, we may deduct its reasonable value from the refund, to the extent permitted by applicable law.

10. Order Cancellation Before Shipment

You may contact us to request cancellation before the order is shipped.

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

If the order has already shipped, you may exercise your applicable return or withdrawal rights after delivery.

11. Return Process

To request a return:

1)Email support@fpdvision.com.

2)Provide your order number, product model and reason for the return.

3)Wait for return authorisation and shipping instructions.

4)Pack the product securely with all required accessories.

5)Use the return method provided or approved by us.

6)Keep your shipping receipt or collection confirmation until the refund is complete.

Please do not send products to our Hong Kong office or to any warehouse without prior authorisation.

12. Refund Processing

After receiving the returned product, we may inspect it to confirm:

• The identity of the product;
• The contents of the returned package;
• Any damage or reduction in value;
• Whether the return meets the applicable conditions.

We will issue the refund within the period required by applicable law.

After the refund has been issued, payment providers may take approximately 5–10 business days to display the funds, depending on the payment method.

13. Relationship with the Legal Guarantee

This Return and Refund Policy is separate from the statutory legal guarantee applying to faulty or non-conforming products.

The expiry of the 14-day or voluntary 30-day return period does not affect your statutory legal guarantee rights.

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.