Refund policy

A) EU Legal Right of Withdrawal (14 Days)

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

The right of withdrawal does not apply to:

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 personalized.
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

In addition to your legal right of withdrawal, 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 returned after the 30-day period.
Products with damage caused by the customer (drops, water, misuse).
Gift cards or digital products.

Note: 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

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.

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, unauthorized 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.

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.

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 neighbors, building reception, household members, safe delivery locations).
Resolution (refund or re-shipment) will depend on the outcome of the carrier investigation.

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.