Refund policy

Returns, Withdrawal & Warranty Policy

PIXEL DISCOVERY S.L. — C/ Dr. Zamenhof, 20 Bajo, 46008 Valencia, Spain.

Scope and Definitions

This policy applies to all purchases made from teleprompterpad.com. The rights and procedures set out below depend on whether you purchase as a consumer or as a business buyer.

Consumer

A natural person acting for purposes outside their trade, business, craft or profession, as defined in Article 3 of Royal Legislative Decree 1/2007 (LGDCU). Applicable sections: A, B, C, D, E, F.

Business buyer

Any company, partnership, self-employed professional or other buyer acting within the scope of a business or professional activity. This includes, without limitation, any order invoiced to a VAT/CIF number, any order placed on behalf of a third-party client, and any order delivered to a business address for professional use. Applicable sections: D, E, F, G.

Sections A, B and C confer rights granted by consumer protection law and do not apply to business buyers. Where a buyer supplies a VAT/CIF number or otherwise identifies as a business at the time of purchase, the sale is treated as a business-to-business transaction and Section G applies.

A) EU Legal Right of Withdrawal (14 Days) — Consumers Only

If you are a consumer in the European Union, you have the legal right to withdraw from your purchase within 14 calendar days from the date you (or a person you designate) physically receive the goods, without giving any reason, in accordance with Directive 2011/83/EU and Royal Legislative Decree 1/2007 (LGDCU).

How to exercise your right of withdrawal

To exercise this right, you must inform us of your decision by a clear written statement (e.g. email via teleprompterpad.com/contact) before the 14-day period expires. You may use the model withdrawal form below, but it is not obligatory.

Once you have communicated your withdrawal, you have a further 14 calendar days to return the goods. The buyer is responsible for the direct cost of returning the goods.

Refund

We will reimburse all payments received from you, including the initial delivery cost (except supplementary costs if you chose a delivery method other than our least expensive standard delivery), within 14 calendar days from the date we are informed of your withdrawal. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is the earliest.

Consumer's liability for diminished value

You may handle and inspect the goods as you would in a physical store. However, you are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. If the product is returned damaged, incomplete, or showing signs of use beyond reasonable inspection, we may deduct a proportional amount from your refund corresponding to the loss in value.

Exceptions to the right of withdrawal

Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
Goods made to the consumer's specifications or clearly personalised.
Digital content supplied on a non-tangible medium if performance began with your prior express consent and acknowledgment that you lose your right of withdrawal.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: PIXEL DISCOVERY S.L., C/ Dr. Zamenhof, 20 Bajo, 46008 Valencia, Spain

Contact: teleprompterpad.com/contact

I hereby give notice that I withdraw from my contract of sale of the following goods:

Product(s): _______________

Order number: _______________

Ordered on: _____ / Received on: _____

Consumer name: _______________

Consumer address: _______________

Date: _______________

Signature (only if sent on paper): _______________

B) Extended 30-Day Commercial Return Policy — Consumers Only

In addition to your legal right of withdrawal, and exclusively for consumers as defined in the Scope section above, we offer an extended 30-calendar-day return period from the date of delivery. This commercial policy extends the legal 14-day period to 30 days under the following conditions:

The product must be in its original condition with all original packaging, accessories, manuals and protective materials.
The product must not show signs of damage, modification or use beyond what is necessary to establish its nature, characteristics and functioning.
We strongly recommend contacting us before returning any item so we can provide return instructions and a smooth process. Failure to do so may delay processing.

The buyer is responsible for all return shipping costs. We recommend using a trackable shipping method with insurance — we are not responsible for products lost or damaged during return transit.

If the returned product shows diminished value beyond reasonable inspection, we reserve the right to apply a proportional deduction from the refund.

Refunds under this commercial policy will be processed within 14 calendar days after we have received and inspected the returned product, to the original payment method. Original shipping costs are non-refundable unless the return is due to a defective product or an error on our part.

Items excluded from the extended commercial return policy

Products purchased by companies, self-employed professionals or any buyer acting within the scope of a business or professional activity (see Section G).
Products returned after the 30-day period.
Products with damage caused by the customer (drops, water, misuse).
Gift cards or digital products.

This commercial policy is supplementary and does not limit or replace your statutory rights as a consumer under EU or national law.

C) 3-Year Legal Warranty — Consumers Only

In accordance with Royal Legislative Decree 1/2007 (transposing EU Directive 2019/771), all products sold to consumers carry a 3-year legal warranty against defects of conformity (manufacturing defects) from the date of delivery. Business buyers are covered by the commercial warranty regime described in Section G instead.

Warranty conditions

Defects appearing within the first 2 years from delivery are presumed to have existed at the time of delivery, unless the nature of the product or the defect is incompatible with this presumption.
For defects appearing between 2 and 3 years from delivery, the consumer must demonstrate that the defect existed at the time of delivery.
The warranty covers exclusively defects of conformity. It does not cover: misuse, negligence, accidents, unauthorised modifications, normal wear and tear, improper storage, use of incompatible accessories, failure to follow product instructions, or external causes (power surges, water damage, drops, extreme temperatures).
To exercise this warranty, the consumer must provide proof of purchase (order confirmation or invoice) and contact us with a description and, where possible, photographs of the defect.
We will first attempt repair or replacement. If both are impossible or disproportionate, the consumer may request a proportional price reduction or contract termination, in accordance with applicable law.
In the event of repair, the warranty period is suspended for the duration of the repair. In the event of replacement, applicable statutory rules on warranty periods shall apply.

D) Defective, Incorrect or Missing Items (DOA)

If you receive a product that is dead on arrival (non-functional), incorrect (different from what you ordered), or with missing components, contact us within 72 hours of delivery with:

Your order number.
Photographs of the product received and, if applicable, the packaging.
A description of the issue.

We will arrange a replacement or full refund at no additional cost to you, including return shipping. This is independent of your warranty and withdrawal rights.

For business buyers, this 72-hour procedure operates alongside the statutory claim periods set out in Section G.2 and does not extend them.

E) Transport Damage

If you receive a product damaged during transport:

Document the damage with photographs immediately upon delivery.
Notify us by email within 48 hours of receipt, including photos of the damage and packaging.
Retain the original packaging and all materials for inspection.

Claims submitted after 48 hours may not be eligible for carrier insurance claims, as shipping carriers do not accept claims outside these deadlines. We will work with you to find a solution in all cases, subject to carrier insurance availability.

Where goods are shipped to a business buyer, risk of loss or damage passes to the buyer upon handover of the goods to the carrier, unless otherwise agreed in writing.

F) Packages Marked as Delivered

When the shipping carrier's tracking system confirms delivery, the order is considered delivered. If you claim non-receipt of a package marked as delivered:

We will open an investigation with the carrier on your behalf.
We ask for your cooperation in the investigation (checking with neighbours, building reception, household members, safe delivery locations).
Resolution (refund or re-shipment) will depend on the outcome of the carrier investigation.

G) Business-to-Business (B2B) Sales

Sections A, B and C of this policy apply exclusively to consumers. Purchases made by business buyers, as defined in the Scope section above, fall outside the scope of Royal Legislative Decree 1/2007 pursuant to its Article 3, and are governed by the Spanish Commercial Code (Articles 325 et seq.) and, subsidiarily, by the Civil Code.

G.1 — No right of withdrawal

Business buyers have no right of withdrawal and no equivalent contractual right of return. Returns based on change of mind, project cancellation, budget changes, misunderstanding of product specifications, or the decision of the buyer's own end client are not accepted.

Product specifications, dimensions, compatibility requirements and intended use are published on the product pages. It is the business buyer's responsibility to verify suitability for its intended application before purchase, and to contact us in advance where clarification is needed. We are happy to advise before any order is placed.

G.2 — Defects and non-conformity

Apparent defects, damaged packaging, shortages or non-conforming goods must be notified at the time of delivery or, where the goods are delivered packaged, within 4 calendar days of receipt (Article 336 of the Commercial Code).
Hidden defects must be notified within 30 calendar days of receipt (Article 342 of the Commercial Code).
Once these periods have elapsed without written notice, the goods are deemed accepted and no claim as to conformity will be admitted.
The 3-year consumer warranty described in Section C does not apply. Business buyers are covered by the statutory commercial warranty and by any manufacturer warranty applicable to the product.

G.3 — Discretionary returns

Any return outside Section G.2 is discretionary and requires our prior express acceptance in writing. Acceptance is in all cases conditional upon the goods being received:

unused and unopened, with manufacturer seals intact;
in the original packaging, undamaged and unmarked;
complete with all accessories, cables, manuals and protective materials;
in a condition allowing immediate resale as new.

Where a return has been accepted subject to these conditions and the goods are received in any other state, our acceptance lapses automatically and Section G.5 applies.

G.4 — Costs of a discretionary return

Where a discretionary return is accepted, unless expressly agreed otherwise in writing:

the original outbound shipping cost is borne by the buyer and is not refundable, whether or not it was itemised separately on the invoice;
the return shipping cost is borne by the buyer, who must use a trackable and insured service and bears the risk of loss or damage in transit;
a restocking and reconditioning fee of up to 25% of the invoiced net amount may be applied.

Any amount refunded will be documented by a rectifying invoice (factura rectificativa) issued in accordance with Royal Decree 1619/2012.

G.5 — Diminished value and goods returned in unsalable condition

Where returned goods show broken seals, opened or damaged packaging, signs of installation or use, missing components, or any other condition preventing resale as new, we may, at our sole discretion:

refuse the return in its entirety, in which case Section G.6 applies; or
accept the goods and apply a deduction proportional to the loss in value, determined by reference to the difference between the price of the product as new and its realisable value as a reconditioned or used unit, plus any repair, cleaning, repackaging or certification costs incurred.

The condition of returned goods is documented photographically upon receipt, recording date, serial numbers, seal integrity and accessories. This record constitutes the basis of any valuation under this section.

G.6 — Unauthorised returns

Goods returned without our prior written acceptance, or in breach of the conditions in Section G.3, do not operate to rescind or terminate the contract of sale. Such goods will be held at the buyer's disposal, cost and risk at our premises, and the corresponding invoice remains fully due and payable. We may charge storage costs from the fifteenth calendar day following receipt.

Where goods held under this section are not collected within 90 calendar days of written notice, we may dispose of them and apply any proceeds against amounts owed by the buyer.

G.7 — Precedence and liability

This Section G forms part of our general terms of sale and prevails over any purchase order, general conditions or standard terms issued by the buyer, unless we have expressly accepted them in writing. Our liability in B2B transactions is limited to the invoiced value of the goods concerned and excludes indirect or consequential loss, including loss of profit, loss of contract and loss of opportunity.

How to Contact Us

For any return, warranty claim or delivery issue: teleprompterpad.com/contact

Include your order number, a description of the issue and photographs if applicable. We will respond within 2 business days.