FAQ
Warranty, delivery, installation
— the 20 questions we get most
Every price and every condition is written out here — nothing hidden. Can't find your answer? Message us on WhatsApp; we usually reply within minutes.
Warranty & after-sales
Do you sell international-version or Hong Kong official-channel products?Mostly international version. Anything without "International Version" in the title is official Hong Kong stock.
Most of what we sell is the international version (parallel import). Hardware, firmware, app support and accessories can differ by region. Official Hong Kong stock follows the applicable brand warranty; eligible international-version TVs are covered by our local technician team under our published terms. Check the full model, supplied region and warranty arrangements before ordering.
Some products are official Hong Kong stock: if the product title does not say "International Version", it is official stock with the manufacturer's warranty. Every product page states which it is.
Does an international version work differently in Hong Kong?All TVs sold by Elechid can receive Hong Kong local TV channels and have Traditional Chinese and English menus. Check the model details for apps, voice features, accessories and warranty arrangements.
Compatibility depends on the exact supplied model and regional version. Do not assume it is identical to the Hong Kong model.
- Hong Kong local TV: all TVs sold by Elechid can receive Hong Kong local TV channels. Reception quality depends on the aerial signal and building distribution system.
- Menus and firmware: all TVs sold by Elechid have Traditional Chinese and English menus. See the individual model details for voice features and other system functions.
- Power and accessories: verify rated voltage, plug and included accessories rather than relying on a series name.
- Streaming services: check model-specific app support, account region and subscription requirements for now TV, myTV SUPER, Netflix, Disney+ and other services.
If unsure, send us the full model and the functions you need on WhatsApp before ordering. Warranty provider and coverage follow the individual listing and published terms.
What does the 3-year on-site warranty cover, and what is excluded?Free on-site inspection and repair labour for three years; parts quoted first. Applies to international-version TVs.
Applies to: international-version TVs. Official Hong Kong sets carry the manufacturer's warranty; sound bars, headphones and cameras follow the terms on their product page (see the next question).
Covered:
- On-site inspection and fault diagnosis
- Repair labour
- Dismounting and remounting for wall-mounted sets
Not covered:
- Replacement parts — quoted first, work starts only once you approve
- Accidental damage — impact, drops, water ingress, power surges
- Some outlying islands — no on-site service on Cheung Chau or Lamma Island; please arrange to bring the unit to our Kwun Tong collection point. Discovery Bay and Ma Wan are within the on-site service area.
Everything other than those three is included for the full three years. Official Hong Kong TVs typically carry a one-year manufacturer warranty and usually require you to arrange the repair yourself.
What if I unbox the TV and the screen is cracked or shows display faults?One-for-one replacement within 10 days of installation; you may switch model.
If you find a cracked screen or display faults when unboxing, we replace it one for one.
This is the single biggest worry when buying a large TV, so we put it in writing: if it is faulty out of the box, you get another one.
The window is 10 days from the day installation is completed (for products we do not install, such as headphones and cameras, it runs from the day you receive them). Please keep the original carton during that period.
You may switch to a different model when we replace it — you are not tied to the one you bought. Choose a higher-priced model and you pay the difference; choose a lower-priced one and the balance is refunded.
How are sound bars, headphones and cameras covered?Sound bars: 30-day warranty. Headphones, cameras and similar: 10-day replacement. The 3-year on-site service is TVs only.
- Sound bars — 30-day warranty, covering non-accidental faults
- Headphones, cameras, projectors, microphones and similar — 10-day replacement for non-accidental faults
- The 3-year on-site warranty applies to international-version TVs only and does not extend to audio or accessories
The terms on each product page are what applies. If you are unsure before you buy, message us on WhatsApp.
Buying guide
What size TV should I get?For 4K, roughly "viewing distance ÷ 1.6". When torn between two sizes, take the larger one.
For a 4K set, a good starting point is "viewing distance ÷ 1.6". In practice:
Hong Kong flats are small, so most people worry about going too big. In reality 4K resolution is high enough that you will not see pixels sitting close, and far more people regret going too small than too large. If you are torn between two sizes, take the larger one.
Not sure how to measure? Send us a photo of the room and the rough distance on WhatsApp and we will help.
What is the difference between Crystal UHD, QLED, Neo QLED and OLED?It comes down to backlighting. Bright room: QLED or Neo QLED. Dark room for films: OLED.
The short version: bright room, choose QLED or Neo QLED; dark room for films, choose OLED; budget first, Crystal UHD.
Gaming, films or sport — what should I look for?Gaming: HDMI 2.1 and 120Hz. Films: contrast and black level. Sport: motion handling and brightness.
- Gaming — look for HDMI 2.1, 120Hz (some models reach 144Hz), VRR, ALLM and low input lag. To get the most out of a PS5 or Xbox Series X at 4K 120, you need all of them.
- Films — contrast and black level matter most; OLED is the strongest choice in a darker room. Dolby Vision and Dolby Atmos support add a lot, especially paired with a sound bar.
- Sport — motion handling (fast pans without smearing) and brightness (watchable in daylight).
Which brands do you carry?Samsung, LG, TCL, Skyworth, Hisense and Toshiba, from 32" to 98".
On the TV side we focus on Samsung, LG, TCL, Skyworth, Hisense and Toshiba, in sizes from 32" to 98". Audio, projectors and cameras include brands such as JBL, Bose and Samsung.
Cannot find the model you want? Message us on WhatsApp and we will check availability and lead time for you.
Delivery & installation
What do delivery and installation cost?By screen size, from HK$200, delivery and installation included; wall mounting includes the bracket.
Charges are based on screen size and include both delivery and installation:
Other options:
- Collection by appointment: free — confirm stock and collection time on WhatsApp; Monday–Saturday 11:00–19:00; closed on Sundays and Hong Kong public holidays
- Kerbside delivery: HK$200 — we bring it to street level and you carry it up yourself
- Outside Hong Kong (Macau, Taiwan and elsewhere): please message us on WhatsApp
Surcharges:
- Walk-up buildings / stairs: HK$100 per floor
- Discovery Bay: additional HK$500
Outlying islands:
- Ma Wan: normal delivery, no surcharge
- Cheung Chau and Lamma Island: delivered to Central Pier for collection. Installation is not available in these two areas — please choose a delivery-only option at checkout
What if my building has no lift?Yes. HK$100 per floor, with no floor limit.
Not a problem. Where stairs are involved we charge HK$100 per floor.
Example: a 65" TV delivered to the 4th floor of a walk-up with wall mounting = HK$600 (delivery and mounting) + HK$400 (4 flights) = HK$1,000.
There is no floor limit — we will carry it up however many flights it takes, charged per floor.
How long does delivery take, and can I pick a time slot?Usually next day. No time slots, but the driver calls an hour before setting off.
Orders are normally delivered the next day.
We cannot book a specific time slot, but the driver calls you an hour before setting off, so you do not need to wait in all day.
No deliveries on Sundays or public holidays; all other days run as normal.
Does wall mounting include the bracket?Yes. The wall-mounting price includes the bracket, with no add-on charges on the day.
Yes, the bracket is included. The wall-mounting prices above cover the bracket — nothing extra to buy, and no add-on charges on installation day.
About your wall: concrete and brick walls are generally fine. Plasterboard and stud walls depend on the actual structure and may not hold a large set. If your TV wall is a stud wall, let us know on WhatsApp before you order so we can check first, rather than finding out on installation day.
Cable routing and concealment are not included. If you need it, tell us before you order.
Do you take away the old TV?Yes, free of charge, for sets 40" or larger and no more than 10 cm thick.
Yes — free of charge, for sets that are 40" or larger with a chassis no more than 10 cm thick.
We cannot take away sets under 40", sets thicker than 10 cm, or CRT (tube) televisions. Not sure which yours is? Send us a photo of it from the side on WhatsApp before you order and we will check.
Ordering & payment
What payment methods do you accept?Credit cards, FPS, bank transfer, the major e-wallets, and payment in store.
- Credit card: Visa, Mastercard, American Express, UnionPay
- FPS
- Bank transfer
- E-wallets: PayMe, Octopus, AlipayHK, Alipay, WeChat Pay, Samsung Pay
- Pay on collection — confirm stock, payment method and your collection appointment on WhatsApp first
Do you offer instalments?Not at the moment.
Not at the moment. If instalments matter to you, message us on WhatsApp and we will see what we can arrange.
Can you issue a company invoice?Yes. Send us the company details on WhatsApp when you order or shortly after.
Yes. Get in touch on WhatsApp when you order or shortly after, with your company name and the details you need on the invoice.
Can I return an item?Yes for faulty or wrongly supplied items within 10 days — but not for change of mind.
Yes, if: the product is defective, damaged, missing parts or incorrectly delivered. The window is 10 days from the day installation is completed; for products we do not install, it runs from the day you receive them.
Not accepted: returns or exchanges because of personal preference or a change of mind.
What it costs:
- Delivery and installation fees already paid are not refundable
- But installation of the replacement is free — you will not be charged a second time
- Return shipping is free where the product is defective, damaged or wrongly supplied
When the refund arrives: we inspect the returned product on receipt, then process the refund within 3 business days to your original payment method.
If the product itself is faulty you do not need to arrange the return yourself — message us on WhatsApp and we will send a technician to collect it.
Store & contact
Can I collect in Kwun Tong, try on headphones or listen to audio products?Collection is available by appointment. There are no TV demonstrations, headphone try-ons or audio listening facilities. Confirm stock and collection time on WhatsApp first.
Collection is available by appointment. Please confirm stock and collection time on WhatsApp first.
Our Kwun Tong address is an office and appointment-only collection point. There are no TV demonstrations, trials, headphone try-ons or audio listening facilities. Closed on Sundays and Hong Kong public holidays.
Address: Room 403, Block A, Chung Mei Centre, 15 Hing Yip Street, Kwun Tong, Kowloon, Hong Kong | Opening hours Monday–Saturday 11:00–19:00; closed on Sundays and Hong Kong public holidays
How do I reach you?WhatsApp +852 9847 9793 is fastest — usually a reply within minutes.
- WhatsApp: +852 9847 9793 — fastest, usually a reply within minutes
- Phone: +852 3709 6847
- Opening hours: Monday–Saturday 11:00–19:00; closed on Sundays and Hong Kong public holidays
- Address: Room 403, Block A, Chung Mei Centre, 15 Hing Yip Street, Kwun Tong, Kowloon, Hong Kong
Usually a reply within minutes · Monday–Saturday 11:00–19:00; closed on Sundays and Hong Kong public holidays
