Shipping

1. Fast and reliable delivery

We make every effort to ensure that your order sails you as soon as possible, everywhere in Europe.

Shipping modes:

Colissimo, Chronopost, Fedex or UPS according to the current contract. We reserve the right to modify the selected carrier during your order to optimize deadlines and costs.

Estimated delivery times:

Europe : Delivery in 4 to 16 business days.
Rest of the world : Delivery in 5 to 20 working days.

Shipping costs:

Shipping is calculated from your delivery address and shown in full at checkout, before payment.
We don't charge any tax on our prices. At checkout, you choose between DDP and DAP, depending on the options open to your country (both are offered in the EU): with DDP, import charges are prepaid with the shipping and nothing is due on delivery; with DAP, your country's import VAT and any duties are collected by the carrier on delivery. Kuycon does not charge VAT, so our invoices carry no recoverable VAT. However, if DAP delivery is offered for your country, you pay the import VAT and duties yourself on delivery; depending on your country's rules (for example for a VAT-registered business), this import VAT may be recoverable. Please check with your tax authority or accountant.

Order processing:

Any order placed before 16h (Paris time) will be prepared and shipped within 2 to 3 working days (Monday to Friday).
The orders placed after 16h or during the weekend are prepared from the next business day.

Note:

Once your order is with the carrier, we track it and take the matter up with the carrier if there is any delay or incident.
Once your order is with the carrier, we can no longer stop the shipment. You keep your right of withdrawal: see "After dispatch" and "Parcel on its way" in section 2.

2. Returns and withdrawal

You can change your mind. Here is how to cancel an order or send a product back, and how you get your money back. These rules apply in every country.

Before dispatch: cancel by email

Until your order is handed to the carrier, email us at [email protected] with your order number. The other means described below are also accepted.
We cancel it and refund you in full, no later than 14 days after your message: products, delivery and, where applicable, DDP import charges. Nothing is deducted.
What counts is the day we receive your message. If it reaches us before the order is handed to the carrier and the parcel leaves anyway, its return is at our expense and the refund stays in full.
This is the simplest and fastest option. If you are unsure, write to us before dispatch rather than when the parcel arrives.

After dispatch: 14 days to withdraw

You have 14 days to withdraw from your purchase, without giving any reason and without any penalty. The only costs that may remain yours are the cost of the return where it is not free, the extra cost of a delivery more expensive than the least expensive standard delivery, and any loss of value (see "Return costs" and "Your refund").
The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier named by you, receive the product. If your order arrives in several parcels, for example a monitor and its stand, the period runs from the day the last parcel arrives. If the last day falls on a Saturday, a Sunday or a public holiday, the period is extended to the next working day.
You can also withdraw before the parcel arrives (see "Parcel on its way").
We give this right to all our customers, individuals and businesses alike, whatever their country. The law provides it for consumers in the European Union, the European Economic Area and the United Kingdom. In the United Kingdom, the Consumer Contracts Regulations 2013 call it the right to cancel: wherever this page says "withdraw", UK customers can read "cancel". If the law of your country gives you more favourable rights, those rights apply.

You can unpack and try your monitor

Just as you would in a shop, you can open the box, fit the stand, connect the monitor, switch it on and check the picture, the pixels, the ports and the settings.
Opening the packaging or trying the product never costs you your right to a refund.
If the product comes back with a loss of value caused by handling beyond that kind of trial (scratches, knocks, signs of extended use, a missing accessory or original box), we may deduct the amount of that loss of value from your refund, and nothing more. In that case we send you photos and the breakdown of the amount, without delaying your refund beyond the deadline given below.
Send the product back with all its accessories (cables, stand, remote control, manual), well protected and in its original box, designed for the monitor. Without that box, the resulting loss of value may be deducted (see above).

How to tell us you are withdrawing

Before the 14 days are up, send us a clear statement of your decision, by whichever means you prefer:

By email to [email protected], or through the contact form on the site. One sentence is enough, for example: "I withdraw from order no. …". You can also attach the model form below.
By post, to the address shown in the model form.
From your account: My account, then "My returns", reason "Changed my mind (right of withdrawal)". No justification is required and photos are optional.

Your statement only has to be sent before the 14 days are up. You do not need our approval. We reply to confirm receipt and to send you the return instructions.

How to send the product back

Customers in the European Union: the product comes back to our warehouse in France. We email you the prepaid label and the instructions no later than 5 working days after your statement.
Other countries: the return address depends on your country and on the product; it may be in France, Hong Kong or China. We email it to you with the instructions no later than 5 working days after your statement. Please wait for it before sending the parcel.
If the label or the address does not reach you, write to us: a delay on our side never costs you any of your rights.
Send the product back no later than 14 days after telling us of your decision. The deadline is met if the parcel leaves before the 14 days are up.
If you do not use our label, we recommend a tracked service; keep your proof of postage. Email us the tracking number as soon as you drop off the parcel: this proof of dispatch releases your refund.
A bundle (for example a monitor and its stand sold together at a single price) is a single purchase: a withdrawal covers the whole bundle, and all its items must come back to us.

Return costs

European Union: the return is free. We send you a prepaid label to our warehouse in France, one per order. If you prefer another carrier, we refund your shipping on proof of cost, up to the price of our label, which we give you with the instructions.
Outside the European Union (United Kingdom, Switzerland and rest of the world): the return is paid by you. You pay the carrier of your choice directly. Where we can offer it for your country, we provide our label at cost, deducted from your refund. Estimated maximum cost of returning a monitor, stand and accessories included: USD 200.
If the address we give you makes the return cost more than that maximum, the difference is on us: we refund it to you on proof of cost.
If the return address is in a different country from yours, your country's export formalities and their costs are paid by you, as are any duties and taxes due on arrival at our premises, which are deducted from your refund. Your total return costs (transport, formalities, duties and taxes) never exceed the maximum shown: beyond it, the difference is on us.
Faulty product, damaged in transit or a mistake on our side: the return is at our expense, whatever your country.
We charge no handling, administration or restocking fee.

Parcel on its way: accept it or refuse it?

You can withdraw while the parcel is on its way. Tell us by any of the means listed above (an email is enough): simply refusing the parcel without telling us may not count as a withdrawal.
The simplest option: accept the parcel and send it back (in the EU, with our free prepaid label). Proof of dispatch is enough to release your refund.
If you refuse the parcel, it goes back to where it was shipped from, sometimes as far as Hong Kong or China. The carrier charges for this return, in the EU too. The actual cost of that return (transport, and any duties and taxes due on its arrival at our premises) is deducted from your refund, up to:
- €90 for an order shipped from our EU warehouse;
- USD 200 for an order shipped from Hong Kong or China.
A refused parcel often takes several weeks to come back. Your refund is made once it has reached us. If it is lost or damaged on the way back, the loss is ours: you are refunded all the same.
In the EU, a return with our label is free, whereas a refused parcel is charged to you: tell us before dispatch instead, or accept the parcel and send it back.
In every case, the price and the original delivery (at the rate of the least expensive standard delivery) are refunded, and no handling fee is charged.

Your refund

We refund the price you paid and the original delivery charge. If you chose a delivery option more expensive than the least expensive standard delivery offered for your order (express, for example), we refund the price of that standard delivery; the extra cost stays with you.
If you send back only part of your order (bundles excepted), the original delivery charge is refunded in proportion to the products returned.
The refund is made no later than 14 days after the day we are informed of your withdrawal. We may, however, wait until we have received the product back, or until you have sent us proof that you have sent it, whichever comes first. For a refused parcel, what counts is its return to us (see "Parcel on its way").
It is made to the payment method used for your order, unless you expressly agree to another method, at no cost to you.
If you paid in instalments, the refund is paid to the payment provider and your instalment plan is cancelled or reduced accordingly.
We don't charge any tax on our prices. If you chose DDP delivery, the import charges you paid us with the delivery are refunded in full. If you chose DAP delivery, the import VAT and duties paid to the carrier were not paid to us: we provide the documents you need (invoice, proof of return) to claim them back from your country's customs, where its rules allow it. The carrier that handled customs clearance can tell you how.
Only two amounts may be deducted, and nothing else: the return costs payable by you (return transport of a refused parcel, a label provided at your request outside the EU, duties and taxes due on arrival of a return from another country), up to the amounts shown above; and any loss of value caused by handling beyond a trial (see above). We send you the breakdown of any deduction.

When the right of withdrawal does not apply

Products made to your specifications or clearly personalised.

Faulty product, damaged in transit or order error

This is not a withdrawal: the return is at our expense.

Parcel damaged or incomplete on delivery: tell us as soon as possible, ideally within 48 hours, with photos of the parcel and the product. This helps us take the matter up with the carrier; your rights remain intact after that time.
Faulty product: report it in "My returns" (or by email to [email protected]) with photos or a short video and the serial number.
After checking, we send you a prepaid return label. The product is repaired or replaced. If that is not possible, or not done within a reasonable time, you can obtain a price reduction or a refund, under the conditions set by law. Under the legal guarantee of conformity, you choose between repair and replacement, unless your choice is impossible or disproportionately costly, and bringing the product into conformity is free of charge.
Your warranties: the Kuycon 2-year warranty, valid worldwide, covers manufacturing and material defects. In addition, consumers in the European Union benefit from the 2-year legal guarantee of conformity (Directive (EU) 2019/771), and consumers in the United Kingdom from the Consumer Rights Act 2015, which also lets them reject a faulty product for a full refund within 30 days of delivery. These legal guarantees are free of charge and apply independently of the Kuycon warranty.

Defective pixels

Standard tolerance: up to 3 dead or bright pixels, not concentrated within the central 5 cm × 5 cm area.
More than 3 defective pixels, or any defective pixel in the central area: free exchange, or a full refund if you send the monitor back, at our expense. If you prefer to keep the monitor, we can agree on a partial refund.
This tolerance does not reduce your other rights: during the 14-day withdrawal period you can return the monitor for any reason, and the legal guarantee of conformity still applies.

Model withdrawal form

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

To Reboot Global Corporation Limited, Flat 5, 4/F, Won Hing Building, 74-78 Stanley Street, Central, Hong Kong, [email protected]:

I/We (*) hereby give notice that I/We (*) withdraw from (*) / cancel (*) my/our (*) contract of sale of the following goods:

Ordered on (*) / received on (*):

Order number (optional):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate. "Cancel" is the term used in the United Kingdom.