This policy explains how to request returns, exchanges, and refunds for televisions (“TVs”) and TV accessories purchased from [Your Brand] via [yourdomain.com] or our authorized sales channels. Your statutory rights remain unaffected.
1) Return Window
- TVs: Eligible for return or exchange within 30 calendar days of delivery.
- Accessories & mounts: 30 days unopened; defective accessories may be returned/exchanged within 30 days even if opened.
- Dead on Arrival (DOA): If your TV will not power on or has a critical fault out of the box, report within 7 days of delivery for a prioritized replacement.
- Damaged in Transit: Report visible or concealed shipping damage within 48 hours of delivery (see Section 6).
Tip: Please keep original packaging, foam, and all inserts for at least 30 days after delivery. They are required for safe return shipping and inspection.
2) Return Eligibility & Condition
To be eligible, the item must be:
- In like-new condition, free of scratches, cracks, dents, or screen damage.
- Returned with all original materials: box, foam, remote, power cable, manuals, stands/feet, wall-mount hardware (if included), and any bundled items or gifts.
- Factory reset with personal accounts signed out and data removed.
Non-returnable items (except if defective on arrival):
- Software, digital downloads, gift cards.
- Customized, special-order, or non-standard configurations.
- Items damaged by misuse, improper installation, liquid intrusion, surge events, or unauthorized repair.
3) How to Start a Return (RMA)
- Request an RMA: Contact us at [support@yourdomain.com] or [+1 (xxx) xxx-xxxx] with your order number, serial number, and reason for return.
- Photo/Video Confirmation: For damage/defect claims, attach photos or a short video (box, foam, screen powered on, visible issue).
- Receive Instructions: We’ll provide your RMA number, return label or freight booking details, and packing guidance.
- Pack Securely: Use the original box/foam. If missing, tell us—returns without proper protection may be refused or incur additional fees due to transit damage.
4) Return Shipping & Fees
- Defective, DOA, or our error: We cover return shipping and replacement delivery costs.
- Change of mind / wrong size / buyer’s remorse: You pay return shipping. Original shipping is non-refundable.
- Restocking fee (where allowed by law):
- 0% for unopened returns in original condition.
- Up to 10% for opened items in like-new condition.
- Up to 20% if packaging or accessories are missing, or cleaning/repacking is required.
- We do not charge a restocking fee for verified defects or transit damage.
5) Exchanges
Want a different size or model? We’ll help arrange an exchange within the return window:
- Pay/receive any price difference.
- Follow the same RMA steps. Exchange ships after the original unit is scanned by the carrier or after inspection, depending on stock and risk review.
6) Damaged in Transit (48-Hour Rule)
Upon delivery:
- Inspect carton before signing. If you see damage, ask the driver to note it and take photos.
- For concealed damage, keep all packaging and contact us within 48 hours with photos of the box, foam, and screen.
- We will arrange a replacement or repair at no cost after verification.
7) DOA & Early Defects
- DOA (within 7 days): Replacement or full refund per your preference after verification.
- Functional defects (within 30 days): We cover return shipping and provide a replacement, repair, or refund.
After 30 days, issues are handled under the manufacturer warranty (see Section 10).
8) Refund Method & Timing
- Refunds are issued to the original payment method once the return passes inspection.
- Inspection typically takes 2–3 business days after the item reaches our facility; banks may require an additional 3–10 business days to post funds.
- If purchased with financing/BNPL, refunds go to that account per the lender’s rules.
- Shipping charges are refundable only if the return is due to our error or a verified defect.
9) Missing Parts or Wrong Item
Received the wrong model or missing accessories? Contact us within 7 days of delivery. We’ll ship missing parts or replace the item at our cost once confirmed.
10) Warranty Service (After Return Window)
Beyond the return period, your TV remains covered under our limited warranty and applicable local laws. We’ll help with:
- Troubleshooting and firmware updates.
- Authorized service center referral or in-home service (model/region dependent).
- Parts and labor per your warranty terms.
11) Freight & Large-Screen Guidance
For large TVs (commonly 65″ and above) shipped by freight:
- Use original carton/foam; the unit must be upright on a pallet where required.
- We arrange the pickup window; please be available at the scheduled time.
- If original packaging is not available, ask us for approved packing options (fees may apply).
12) Cancellations & Delivery Refusals
- Before shipment: Free cancellation; full refund.
- After shipment: Treated as a return (shipping may be non-refundable; restocking may apply).
- Refused delivery (non-damage): Counted as a buyer’s remorse return; shipping/restocking may apply.
13) Bundles, Gifts, & Promotions
- Bundle or promotional items must be returned together. If you keep part of a bundle, the refund will be adjusted to reflect the full, non-promotional price of items kept.
- Free gifts must be returned unused; otherwise, their value may be deducted from your refund.
14) Data & Privacy
Before returning, sign out of streaming accounts, remove personal data, and perform a factory reset. We are not responsible for data left on returned products.
15) Contact
- Email: support@yourdomain.com
- Phone: +1 (xxx) xxx-xxxx
- Returns Address: [Returns Dept., Your Brand, Street, City, State/Province, ZIP/Postal, Country]
16) Policy Notes
- This policy applies to purchases from [Your Brand] official channels. For marketplace or retailer purchases, please follow their return policies.
- Where this policy conflicts with mandatory local consumer law, we will follow the law that provides you with greater protection.