Refund policy

Return, Refund & Warranty Policy

This Return, Refund & Warranty Policy applies to both retail customers and business customers purchasing products from DDMSCREEN.

For wholesale, customized, or specially negotiated business orders, additional terms stated in the quotation, invoice, purchase agreement, or other written agreement may apply. Where applicable, mandatory consumer rights under local law will not be affected.

30-Day Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.

For change-of-mind returns, products must be in the same condition as when received, unused, uninstalled, undamaged, and in their original packaging. Proof of purchase is also required.

To request a return, please contact us at info@ddmscreen.com.

Approved returns should be sent to:

NO. B103, 19/F, YHC TOWER 1
Kowloon Bay, Kowloon
Hong Kong SAR

Please contact us before returning any product. Returns sent without prior authorization may not be accepted.

Return shipping costs and other return arrangements will be confirmed based on the reason for the return and the applicable order terms.

For any return-related questions, please contact us at info@ddmscreen.com.

12-Month Warranty

DDMSCREEN products are covered by a 12-month warranty from the date of delivery, unless otherwise stated in a specific quotation, invoice, sales agreement, or product description.

The warranty covers manufacturing defects and product quality issues occurring under normal use.

Customers are strongly advised to test the screen and all functions before installation.

Before installation, please test functions including, where applicable:

  • Display

  • Touch functionality

  • Brightness

  • Color performance

  • Connectors and flex cables

  • Other relevant screen functions

If a product is found to be defective before installation, please stop installation and contact us immediately.

The warranty does not cover damage caused by improper installation, accidental damage, misuse, excessive force, broken flex cables, damaged connectors, physical impact, liquid damage, unauthorized repair or modification, or other damage caused by the customer or a third party.

A product that has been installed may still be eligible for warranty support if the issue is confirmed to be caused by a manufacturing defect rather than installation or physical damage.

To make a warranty claim, please contact info@ddmscreen.com and provide your order information together with clear photos or videos showing the issue.

For business customers, additional warranty or after-sales terms agreed in writing as part of a wholesale order may also apply.

Damaged, Defective, or Incorrect Items

Please inspect and test your order as soon as possible after delivery.

If your product arrives damaged, defective, or different from what you ordered, please contact us at info@ddmscreen.com as soon as possible.

Please provide:

  • Your order number

  • Product model

  • Quantity affected

  • Photos or videos showing the issue

  • Photos of the packaging if shipping damage is involved

We will review the information and provide an appropriate solution, which may include replacement, repair, credit, partial refund, or full refund depending on the circumstances.

Non-Returnable or Restricted Returns

Change-of-mind returns may not be accepted for products that have been:

  • Installed

  • Used

  • Physically damaged

  • Modified or repaired

  • Missing original packaging or accessories

  • Damaged due to improper handling or installation

Customized products, specially ordered products, and products manufactured or sourced specifically for a customer's requirements may also be non-returnable unless they are defective, damaged, or incorrect.

These restrictions do not limit any mandatory rights that consumers may have under applicable law.

Business and Wholesale Orders

For B2B, wholesale, distributor, repair shop, or other commercial orders, specific commercial terms may be agreed separately.

Where a quotation, proforma invoice, purchase agreement, invoice, or written sales agreement contains specific terms regarding returns, warranty, quantities, customized products, pricing, or after-sales service, those agreed terms may apply to the relevant business transaction.

Please contact info@ddmscreen.com before placing a large or customized order if you require specific warranty or return arrangements.

Exchanges

If you would like to exchange a product, please contact us first.

For standard retail orders, the fastest method may be to return the original product after approval and place a new order.

For wholesale or business orders, replacements or exchanges may be handled directly by our sales or after-sales team depending on the circumstances.

European Union 14-Day Cooling-Off Period

If you are a consumer and your order is shipped into the European Union, you may have the right to cancel or return your order within 14 days of receiving it, without providing a reason, in accordance with applicable consumer protection laws.

For change-of-mind returns, products should be returned in substantially the same condition in which they were received, together with the original packaging and proof of purchase, subject to applicable law.

This section generally applies to qualifying consumer purchases and may not apply to B2B or wholesale transactions.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved.

If approved, the refund will normally be issued to your original payment method within 10 business days.

Please note that banks, credit card providers, and payment processors may require additional time to process the refund.

For business customers who paid by bank transfer or another commercial payment method, refunds may be processed through an agreed payment method.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@ddmscreen.com.