Shipping, Returns & Warranty

Shipping

Where we ship

We ship worldwide, except to countries subject to trade sanctions or import restrictions on electronic displays. If we cannot ship to your address, checkout will tell you before you pay.

Cost

Shipping is free on all orders. There is no minimum order value.

Duties and import taxes are included

We ship Delivered Duty Paid (DDP). The price at checkout includes customs duties and import taxes for your destination country. The carrier will not ask you for money on delivery.

If a carrier invoices you anyway, forward it to support@rovesetups.com and we will reimburse you in full.

Where your order ships from

Orders are fulfilled from our network of fulfilment centres. The facility best placed to serve your destination handles your order, which is why delivery times vary by region rather than by product.

Processing and delivery times

These are estimates, not guarantees. Customs inspection, weather, peak season and carrier backlogs can add time.

If we have not dispatched your order within 30 days, we will contact you and you may cancel for a full refund.

Tracking

You receive a tracking number by email when your order ships. Tracking can take up to 48 hours to show its first scan.

Cancelling before dispatch

You can cancel free of charge as long as your order has not been dispatched. Email support@rovesetups.com with your order number. We refund in full to the original payment method.

Once an order has been dispatched it cannot be cancelled, and the return rules below apply instead.

Wrong address

Check your shipping address before you pay. If you spot a mistake, email us immediately, because we can usually correct it before dispatch. Once a parcel has shipped an address change may not be possible, and re-delivery costs caused by an incorrect address are not refundable.

Lost, delayed or damaged in transit

Tell us and we will handle it. You deal with us, not the carrier.

Report visible damage to the parcel or to the product immediately, and at the latest within 24 hours of delivery. Damage you can see while unpacking is visible at that moment. We need the report while it is still possible to establish where the damage came from, and while we can still hold the carrier to account for it.

Please keep the complete packaging for 14 days. The carrier may ask to inspect it. Without the carton and the inner padding we can no longer file a damage claim with them.

Send these with your report:

• A photo of the outer carton with the shipping label readable, before opening where you can
• A photo of the inner packaging as you found it
• A photo of the serial number
• Photos or a short video showing the damage to the product

Functional faults are a different matter. A display that does not come on, dead pixels, a failed port, an electronics fault: those are covered by the one year warranty and by your statutory rights. No 24 hour deadline applies to them. The deadline covers visible physical damage to the parcel and the product only.

For consumers in the EEA and the UK, risk stays with us until you take physical possession. If the parcel does not arrive, or arrives damaged, we replace it or refund you.

For consumers in the EEA and the UK, the 24 hour report is a matter of cooperation, not a loss of rights. Your statutory rights remain in full even if you come to us later. Without an early report and photographs the case simply takes longer, because we then have to reconstruct every step.

Outside the EEA and the UK, the deadline is a condition of any claim for damage in transit or on delivery. If you report physical damage later, we assess the case as a warranty claim, and physical damage is not a warranty matter.

If a parcel is marked delivered but you do not have it, contact us within 14 days of the delivery scan. We will investigate with the carrier and replace or refund.

Returning a damaged unit and what we check

Once you have reported damage in transit or damage to the product, we send you a prepaid return label. We pay the return shipping.

Replacement or refund follows as soon as the unit reaches us and has been inspected. That is the only way to attribute damage reliably. If the inspection shows the damage happened after delivery, for example through force applied to the frame, the hinges or the side displays, we show you the photographs and tell you what we found before we decide.

Returns outside the EEA and the UK

If you are a consumer in the EEA or the UK, skip to the next section. Your statutory rights are wider than this policy and take precedence.

We offer a voluntary 14 day return window on top of your legal rights. Because our products ship sealed and are resold as new, the refund depends on the condition in which the item comes back.

How to return

1. Email support@rovesetups.com within 14 days of delivery with your order number and the reason.
2. We reply with a return authorisation and the return address for your region. Do not send anything back before you have this. We ship from several fulfilment centres, so the correct return address depends on where you are. A parcel sent to the wrong one can be delayed or refused.
3. Send the item within 14 days of receiving the authorisation, packed securely, with the authorisation enclosed.

You pay the return shipping unless the item is faulty, damaged or not what you ordered. We recommend a tracked service, because until the parcel reaches us it is your responsibility.

What you get back

The restocking fee covers return logistics, inspection and testing, cleaning, and repackaging so the unit can be sold again. It is never charged when a product is faulty, was damaged in transit, or was sent in error. In those cases we pay the return shipping as well.

Refunds

We refund within 14 days of receiving the item back and completing the condition check. Refunds go to the original payment method. Your bank may take a further 3 to 10 business days to show it.

Exchanges

We do not process direct exchanges. Return the item and place a new order.

EEA and UK Consumers: Right of Withdrawal

If you are a consumer resident in the European Economic Area or the United Kingdom, you have a statutory right to withdraw from this contract within 14 days without giving any reason. This right is wider than the return policy above, and nothing in these terms limits it. In particular:

• No restocking fee applies.
• You do not have to keep the packaging sealed. You may unpack the product and test it the way you would examine it in a shop.
• You do not have to give a reason.

Withdrawal period. 14 days from the day on which you, or a third party you nominate other than the carrier, acquire physical possession of the goods. If your order is delivered in several parts, the period starts when you receive the last part.

How to withdraw. Email support@rovesetups.com before the 14 days expire. Say you are withdrawing and include your order number. That is enough. You do not need a form.

Do not send the product until we reply. We email you the return address for your region.

Effects of withdrawal. We reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day we are informed. We use the same payment method you used, at no charge to you. We may withhold reimbursement until we receive the goods back or you supply evidence of sending them, whichever is earlier.

Returning the goods. Send them back without undue delay and in any event within 14 days of telling us. You bear the direct cost of returning the goods. Because these products cannot be returned by ordinary letter post, that cost is typically between 15 and 45 EUR depending on your country, the carrier and the weight of the item. If you prefer, we can send you a prepaid label and deduct what it actually cost us from your refund. Ask us when you declare your withdrawal.

Loss of value. You are liable only for any diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning. Opening the packaging and testing the product does not reduce your refund. The following do, because the unit can no longer be sold as new:

Deductions are based on the actual loss in value and never exceed the purchase price. If we deduct anything we tell you what and why, with photographs, before we refund.

Warranty

One year limited warranty

We warrant that our products will be free from defects in materials and workmanship for one year from the date of delivery.

If a defect appears within that period we will repair the product, replace it, or refund you, at our option.

What is covered

• Panel defects, including dead or stuck pixels above the manufacturer's threshold
• Failure of USB-C or other ports under normal use
• Hinge, stand or enclosure failure not caused by impact
• Internal electronics failure
• Manufacturing defects in supplied cables and adapters

What is not covered

• Damage from drops, impacts, liquid, heat, or transport after delivery
• Damage from unfolding, adjusting or folding the product by force, in particular where the frame, the hinges or the side displays are moved against the setup instructions
• Damage from misuse, unauthorised repair or modification
• Normal wear such as scratches, scuffs and cosmetic marks
• Damage caused by a third party power supply or cable that does not meet the product's specification
• Incompatibility with your hardware or operating system, which is a returns matter rather than a defect
• Products bought from anyone other than rovesetups.com

Physical damage is not a warranty matter

A bent frame, bent or sheared hinges, displays that no longer sit straight, broken mounts, and panel damage caused by pressure or force are mechanical damage. They come from handling rather than from a defect in materials or workmanship, and the warranty does not cover them.

If that kind of damage came from the shipment, it is damage in transit. The section "Lost, delayed or damaged in transit" above applies instead, including the report within 24 hours of delivery.

How to claim

Email support@rovesetups.com with your order number, a description of the fault, and photographs or a short video showing it. We aim to respond within 2 business days. If the claim is valid we send a prepaid return label. Repaired or replaced products are covered for the remainder of the original warranty period, or 90 days, whichever is longer.

Your statutory rights are not affected

This warranty gives you specific legal rights. You may have others that vary by jurisdiction, and this warranty does not replace them:

• EEA consumers have a legal guarantee of conformity of at least two years from delivery under Directive (EU) 2019/771 and national law. Our one year warranty runs alongside it and does not shorten it.
• UK consumers have rights under the Consumer Rights Act 2015, including that goods must be of satisfactory quality, fit for purpose and as described, with a right to reject within 30 days.
• US consumers have implied warranties, including merchantability and fitness for a particular purpose, limited in duration to the one year warranty period except where state law does not allow such a limitation. Some states do not allow limits on how long an implied warranty lasts, so this may not apply to you.

Contact

PrimeVision Group L.L.C-FZ (trading as Rove Setups)
Registered office: Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates
Email: support@rovesetups.com

Do not send returns to this address. We tell you where to ship your return when you start one.