What Should I Do If My ENGLAON TV Is Damaged on Arrival?Updated 11 days ago

What Should I Do If My ENGLAON TV Is Damaged on Arrival?

If your ENGLAON TV appears to be damaged when it arrives, please contact us as soon as possible so we can assess the issue and advise the correct next step.

Damage on arrival claims must be supported with clear photos and/or video evidence. Please do not install, use, or return the product before contacting ENGLAON Support.

Step 1 — Inspect the Delivery

When your order arrives, please carefully check:

• the outer carton for dents, holes, crushing, or water marks
• the shipping label and delivery condition
• the internal packaging
• the TV screen and frame after unpacking

Please inspect the product before installation or use.

Step 2 — Take Photos and Video Evidence

Before using the TV, please take clear photos and/or a short video showing:

• all sides of the outer carton
• the shipping label
• the internal packaging
• the TV screen while turned off
• the TV screen while turned on, if safe to do so
• any visible damage to the frame, panel, or accessories

This evidence helps us determine whether the damage occurred during transit and allows us to process your claim more efficiently.

Step 3 — Contact ENGLAON Support Promptly

Please contact ENGLAON Support as soon as possible and include:

• your order number, invoice number, or proof of purchase
• product model
• serial number, if available
• a clear description of the issue
• photos and/or video showing the damage
• photos of the packaging and shipping label

Notification within 48 hours of delivery is strongly recommended. Delayed claims may be harder to verify and may affect claim eligibility.

Step 4 — Do Not Install, Mount, or Repair the TV

Until your case has been reviewed, please:

• do not install or mount the TV
• do not continue using the product
• do not attempt any repair
• do not dispose of the carton or internal packaging
• do not return the product without approval

Please keep all original packaging, as it may be required if the product needs to be returned for assessment.

Step 5 — Assessment and Return Process

Once we receive your information, our support team will review the evidence provided.

Depending on the case:

• additional photos, video, or troubleshooting may be requested
• return instructions may be provided if inspection is required
• the product may need to be assessed before a resolution is confirmed

If a return inspection is required, assessment is typically completed within approximately 3 business days after the product is received.

Step 6 — Resolution

If damage on arrival or transit damage is confirmed after assessment, ENGLAON will advise the appropriate resolution, which may include a replacement, repair, or other remedy in accordance with our warranty process and applicable consumer law.

Important Notes

• Proof of purchase is required for all claims.
• Claims must relate to damage that was present at the time of delivery.
• Please report the issue as soon as possible after delivery.
• The original packaging must be retained until the claim is resolved.
• Damage caused after delivery, during installation, mounting, handling, misuse, or improper return packaging may not be covered.
• Return instructions must be provided by ENGLAON before any product is sent back.