Warranty or Returns

Warranty (UK Mainland) 

If you are buying one of our digital displays it comes with a 3-year commercial warranty and free lifetime technical support. Below outlines the standard warranty conditions. The warranty covers hardware failure but EXCLUDES accidental damage or user error.

All screen sizes up to and including 55” 

Any suspected hardware failure should be reported to DS20 Displays Ltd in the first instance. DS20 Displays Ltd will then provide telephone technical support to determine hardware failure; hardware failure must be confirmed by DS20 Displays Ltd 

All screen sizes up to and including 55” are covered by a swap-out or collect and return service. Once hardware failure has been determined by DS20 Displays Ltd over the phone, the screen should be repackaged using the original packaging. At this point DS20 Displays Ltd, at their discretion, will either: 

  • Arrange for collection of the faulty screen by a courier service, then once the screen is back with DS20 Displays Ltd it will either be repaired or replaced with a new unit, or 
  • A replacement screen will be sent out and a courier service will be used to collect the faulty screen. 
  • All deliveries and collections will be at the cost of DS20 Displays Ltd
  • If the screen is not packaged correctly no liability will be taken by DS20 Displays Ltd if the product is damaged during transit. 

If the screen is returned in full working order no liability will be taken by DS20 Displays Ltd and any costs incurred will be passed on to the customer. 

Screens sizes above and exclusive of 55” and freestanding (L-series) 

UK Mainland only: Screens sizes above and exclusive of 55” and freestanding (L-series) products are covered by an on-site service. Once hardware failure has been determined by DS20 Displays Ltd over the phone DS20 Displays Ltd will arrange for technician(s) to make an on-site visit to repair or replace the faulty screen. 

  • The screen(s) must be in a location accessible to our technician(s) and in no circumstances would DS20 Displays Ltd staff be expected to remove screens or disassemble non-standard installations or constructions or be expected to work above ground level. 
  • Where no genuine hardware failure has occurred a call out charge of at least £180 (+VAT) is payable for each visit per technician. 

For customised or out of stock items the turnaround period is dependent upon factors such as, but not limited to, availability, production and shipping. 

This warranty covers hardware failure 

The warranty shall not apply to the following, including, but not limited to:  

Damage which occurs in shipment; delivery and installation; applications and uses for which this product was not intended; altered product or serial numbers; cosmetic damage or exterior finish; accidents, abuse, neglect, fire, water, lightning or other aspects of nature; use of products, equipment, systems, utilities, services, parts, supplies, accessories, applications, installations, repairs, external wiring or connectors not supplied or authorised by DS20 Displays Ltd, or which damage this product or result in service problems; incorrect electrical voltage, fluctuations and surges; customer adjustments and failure to follow operating instructions, cleaning, maintenance and environmental instructions; product removal or reinstallation; reception or display problems and distortion related to noise, echo, interference or other signal transmission and delivery problems; reduced screen brightness related to normal aging, or burned-in images. 

Warranty (Overseas) 

If you are buying one of our displays it comes with a Standard 3-year warranty and free lifetime technical support. Below outlines the standard overseas warranty conditions. The warranty covers hardware failure but EXCLUDES accidental damage or user error. 

 Any suspected hardware failure should be reported to DS20 Displays Ltd first by emailing, including your contact name, telephone number and the details of the issue to [email protected]  DS20 Displays Ltd will then provide telephone technical support to determine hardware failure; hardware failure must be confirmed by DS20 Displays Ltd. 

Once hardware failure has been determined by DS20 Displays Ltd over the phone, replacement parts, along with an instructional guide, will be sent to the Client at the cost of DS20 Displays Ltd. 

  • If the Client does not have the facility to repair the product then the screen should be repackaged using the original packaging and returned to our factory in China (or another specified location) at their cost. The product will then be repaired and sent back to the client at the cost of DS20 Displays Ltd.
  • In the event of advanced replacement parts being sent to the client, DS20 Displays Ltd reserves the right to request faulty parts be returned to us at the cost of the client after the repair work has been carried out. DS20 Displays Ltd also reserves the right to request that faulty parts be returned to us for repair at the cost of the client if advanced replacement parts are unable to be sent. 
  • If the screen is not packaged correctly no liability will be taken by DS20 Displays Ltd if the product is damaged during transit.
  • If the screen is returned in full working order no liability will be taken by DS20 Displays Ltd and any costs incurred will be passed on to the customer. 

For customised or out of stock items the turnaround period is dependent upon factors such as, but not limited to, availability, production and shipping.  

This warranty covers hardware failure 

The warranty shall not apply to the following, including, but not limited to:  

Damage which occurs in shipment; delivery and installation; applications and uses for which this product was not intended; altered product or serial numbers; cosmetic damage or exterior finish; accidents, abuse, neglect, fire, water, lightning or other aspects of nature; use of products, equipment, systems, utilities, services, parts, supplies, accessories, applications, installations, repairs, external wiring or connectors not supplied or authorised by DS20 Displays Ltd, or which damage this product or result in service problems; incorrect electrical voltage, fluctuations and surges; customer adjustments and failure to follow operating instructions, cleaning, maintenance and environmental instructions; product removal or reinstallation; reception or display problems and distortion related to noise, echo, interference or other signal transmission and delivery problems; reduced screen brightness related to normal aging, or burned-in images. 

Mounts Warranty

DS20 Displays Ltd warrant that its products to be free of defects in material and workmanship for 10 years, excluding motorised mount products which have a 5 year warranty. 

  • DS20 Displays Ltd asks you to examine the goods as soon as reasonably possible before signing for delivery.  
  • All warranties are in effect beginning the date the product was invoiced by DS20 Displays Ltd.  
  • All warranties are in effect for the original purchaser only.  
  • The warranty excludes accidental damage.  

Any claim by you based on any defect in the goods quality or their failure to correspond with specification must (whether or not delivery is refused by you) be notified to the company within 14 days from the date of delivery or within a reasonable time after discovery of the defect or failure if it was not apparent on reasonable inspection.  DS20 Displays Ltd disclaims liability for any modifications, improper use or installation and/or installations over the specified weight capacity. Examples of improper use are, but not limited to, wheeling products with castors over a step the height of 20mm or above or mounting a screen that exceeds the listed weight limit.  

Returns  

Please note, products can only be returned within a 14-day period from delivery date and the below conditions are excluded. 

  • If you brought a B grade or clearance product knowing, it’s condition upon purchase. 
  • If you chose the item in person and no longer want it.  
  • Any product that is a special custom-made product. 
  • Any CMS software system that has been logged on to and the licence has been activated. Once activated we do not offer any partial refunds on the software. (We can offer a trial of the software if you are unsure prior to purchase)    

Any variation to the return period or any special conditions will only bind the Seller if agreed in writing between authorised representatives of the Seller and the Buyer. If you wish to return your purchase you must, in the first instance email DS20 Displays Ltd on [email protected] and get the approval number, returns address location and associated returns paperwork to attach to the box. The product must be complete and in ‘as new’ condition.  

  • If the packaging has not been opened, and the goods are returned at the expense of the customer, we will offer a full refund within a 14-day period. 
  • If you have opened the packaging to examine the product you must have done so without damaging or marking the product or packaging. It should be returned in the original packaging, at the expense of the customer, along with any accessories you received Once we have received and inspected the products, we will offer a refund, minus a 25% restocking fee, at our discretion. 
  • If the product has been used, we will not offer any kind of refund. 

Disclaimer 

Exclusions and Limitations 

The information on this web site is provided on an “as is” basis. To the fullest extent permitted by law, this Company:

• Excludes all representations and warranties relating to this website and its contents or which is or may be provided by any affiliates or any other third party, including in relation to any inaccuracies or omissions in this website and/or the Company’s literature; and

• Excludes all liability for damages arising out of or in connection with your use of this website. This includes, without limitation, direct loss, loss of business or profits (whether or not the loss of such profits was foreseeable, arose in the normal course of things or you have advised this Company of the possibility of such potential loss), damage caused to your computer, computer software, systems and programs and the data thereon or any other direct or indirect, consequential and incidental damages.
The above exclusions and limitations apply only to the extent permitted by law. None of your statutory rights as a consumer are affected. 

Updated on 28th November 2019