If a product is faulty on receipt (Dead on Arrival) they are generally replaced with a new unit rather than repaired. This is usually for the first 7 days. There are certain exceptions to this rule. Products that develop a fault after use are generally repaired rather than replaced. Some manufacturers require that the end user contact them directly regarding faulty products and not the retailer.

In such cases please contact Compupac and we will be happy to supply you with the manufacturer’s contact details. Please note that your statutory rights are not affected, if you are having problems contacting/dealing with the manufacturer, we will be happy to assist you. The quickest route is usually always for customers to contact the manufacturer directly.

Unwanted / Cancelled Products

Consumers with unwanted products must submit a return within 14 days and goods returned to Compupac within 30 Days, starting the day after receipt of goods, in line with the “EU Directive” as long as the goods are in a resalable condition and include all packaging and accessories. Doing so will incur a restocking fee or in some cases be rejected. In such cases standard RMA procedures still apply. Goods must be returned at your own expense. Please note that this option is only available for home users, not business users.

You do not have a right of cancellation if the relevant products were made to your specifications or were clearly personalised or, by reason of their nature, cannot be returned or are liable to deteriorate or expire rapidly; the relevant products are audio or video recordings, computer software or any other intangible digital product and were unsealed by you; you are contracting or making an order for or on behalf of a business, company or other commercial entity.

Damaged in Transit

If your goods were damaged in transit, please report it to us within 24 hours. If goods are visibly damaged on receipt, please sign the delivery note stating damage. Once the damaged goods are received back into our warehouse, we will send out a replacement for the item.

Incorrect Product

If you have received the incorrect product, we request that you report it to us within 24 hours. Please do not open the incorrect product. If you have missing items in your delivery which are not on backorder, we request that you report it to us within 24 hours.

Dead Pixel Tolerance

The standard lists four classes of devices, where a device of a specified class may contain a certain maximum number of defective pixels. Three distinct types of defective pixels are described:

  • type 1 = a hot pixel (always on, being colour white)
  • type 2 = a dead pixel (always off, meaning black)
  • type 3 = a stuck pixel (one or more sub-pixels (red, blue or green) are always on or always off)

The table below shows the maximum number of allowed defects (per type) per 1 million pixels.

Definition of Pixel Fault Classes – Maximum number of faults per million pixels

Cluster with more than one type 1 or type 2 faults
Cluster of type 3 faults
I 0 0 0 0 0
II 2 2 5 0 2
III 5 15 50 0 5
IV 50 150 500 5 50

Pixel defects or failures cannot be fixed or repaired and can happen at any stage in the LCD’s life. To regulate the acceptability of defects and to protect the end user, ISO have created a standard for manufacturers to follow. ISO 13406-2 recommends how many defaults are acceptable in a display before it should be replaced, within the terms & conditions of warranty. All reputable manufacturers conform to and support the ISO 13406-2 standard.

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