Returns FAQs (Frequently Asked Questions)

To return a product, please first read though Return Policy and Terms and Conditions

RETURNS Frequently Asked Questions (FAQ)

Q: What is the best way for me to return my items to you?
A: We always advise our customers to use some form of delivery that requires a signature on delivery. The majority of items are returned to us using Recorded Delivery.

Q: I sent my item back to you but I didn't put the RMA number on the outside of the package as you requested, will this cause a problem processing my return?
A: If there is no Returns Merchandise Authorisation number ("RMA") on the outside of the package then there is a good chance that this will lead to delays of upto 30 days in processing your return.

Q: I have tried to raise a request but you inform me that I have to call someone else. Why is this?
A: In certain cases, manufacturers provide support direct to end users. They do this for many reasons, the main one is that they would like to ensure that their customers receive the best possible support on their products.

What is the ISO 13406-2 standard for LCD screen pixel faults?

All LCD displays sold at Headingonline.com adhere to the ISO 13406-2 standard with regard to pixel faults. ISO 13406-2 recommends how many defaults are acceptable in a display before it should be replaced, within the terms & conditions of warranty. The below is relevant to Class II LCD panels. The standard of production techniques today cannot guarantee an absolutely fault free screen display. A few isolated constant lit or unlit pixels may be present.

The table below shows the allowable number of malfunctioning pixels that are acceptable, depending on the native resolution of the LCD and allowing for 2 malfunctioning pixels per million pixels.

Native Resolution	No. of Pixels	No. of Million Pixels	Acceptable Defects
1024 x 768	786,432	0.8	2
1280 x 1024	1,310,720	1.3	3
1600 x 1200	1,920,200	1.9	4
2048 x 1536	3,145,728	3.1	6

The table below shows the allowable number of malfunctioning sub-pixels that are acceptable, depending on the native resolution of the LCD and allowing for 5 malfunctioning sub-pixels per million pixels.

Native Resolution	No. of Pixels	No. of Million Pixels	Acceptable Defects
1024 x 768	786,432	0.8	4
1280 x 1024	1,310,720	1.3	7
1600 x 1200	1,920,200	1.9	10
2048 x 1536	3,145,728	3.1	16

The table below shows the allowable number of malfunctioning sub-pixels that are acceptable within a 5 x 5 block of pixels, depending on the native resolution and allowing for 2 malfunctioning sub-pixels within a 5 x 5 block, per million pixels.

Native Resolution	No. of Pixels	No. of Million Pixels	Acceptable Defects
1024 x 768	786,432	0.8	2
1280 x 1024	1,310,720	1.3	3
1600 x 1200	1,920,200	1.9	4
2048 x 1536	3,145,728	3.1	6