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Free Delivery - 14 Day Returns - 12 Month Warranty - UK Based Customer Support

Frequently Asked Questions


Welcome to the FAQ section of the Finlux Direct website. Here you will find a bank of answers that will hopefully address any queries you may have. If you cannot find your answer here then please email into support@finluxdirect.com so we can assist you further.



Product FAQs
Order FAQs
Delivery FAQs
Security FAQs
Refund FAQs
Website FAQs


Product FAQs


What is PVR USB Recording?
Does USB Record offer two tuner recording?
Can I connect to my Sky Remote?
How do I tune in my TV’s analogue channel to the SKY Box?
What SMART Apps are available?
How do I connect to a PC or Mac, via HDMI and VGA and set the resolution?
How do I connect a 3D Blu-ray player or PS3 to my 3D TV?
How can I order the 4 pin to car DC input (cigarette lighter socket) connect our TV to caravans? (only suitable on 19H6030-D & 19H6030S-D TV’s)
What external audio connection does the TV have to connect to my Surround Sound system?
Is my TV wall mountable?
Does the TV play video and audio formats?
What is the difference between the Full HD 1080p and the HD Ready 720p?
Do your 3D TVs only show images in 3D? Or can you turn it off when you need to?
Do your TVs have a slot to put a card in i.e. topup TV card or ESPN?
I have been checking out other brands 3D TV's and was impressed with their picture quality in both 3D and up scaled 2D. Can I expect the same quality from Finlux?
I need to replace a TV we have which is fed from the coaxial output on my sky hd box. Are your TVs suitable?
Do your TVs have an on/off switch?
Are your TVs suitable for use in the Republic of Ireland?
Can I connect my laptop to your TVs?
What external audio connection does the TV have to connect to my Surround Sound system?
How do I connect to a PC or Mac, via HDMI and VGA and set the resolution?
Can I connect my laptop to your TVs via HDMI?
Are your TVs a good choice for countries with higher temperatures?
Do your TVs have an analogue tuner as well as their digital tuner?
I have seen other brands advertising contrast ratios of 1000000:1. Why are yours lower?
Do your TVs connect to 12v power supplies so I can use them in my motorhome?
Can I load the SkyGo App onto your Smart TV's?
Do your TVs feature a wake-up timer?
Do your TVs have a headphone port?
What does Wi-Fi Ready mean?
What DVD regions do your DVD combis play?
Is it possible to view Netflix or LoveFilms directly on your smart TVs?
What is DLNA and how do I get it to work?
Can your TVs be wall mounted vertically?
Can your TVs be set up to play a video file from a USB memory stick from start up?
My product arrived without an instruction manual, so how can I get a copy?
Are HDMI cables included with TVs?
How long is my TV's guarantee?
Does my guarantee cover commercial use?
Why does my TV not get a 3D picture?
My TV has a picture, but no sound?
I cannot play media from the USB device on my TV?
I cannot receive HD channels on my TV?
How can I connect an external sound system?
My TV is switching itself on/off (or performing another function on the TV without any buttons being pressed)?
My TV does not pick up all the channels (i.e. Dave, Viva, Really)
My image on screen is not right


    What is PVR USB Recording?

    USB Record enables you to record one Freeview channel onto a USB Memory stick or USB Hard disc drive at a time. You can use this to time slip (playback whilst still recording). If you are not recording you can also use this feature to pause live TV. This feature works with the digital tuner so it will not record from a satellite box or games console.


      Does USB Record offer two tuner recording?

      No, USB Record enables you to record one Freeview channel (at a time) onto a USB Memory stick or USB Hard disc drive. If you are not recording you can also use this feature to Pause Live TV.


        Can I connect to my Sky Remote?

        Yes you can. Please follow these steps:

          - Make sure your SKY box is connected to your TV
          - Turn your TV and SKY box on
          - Press TV on your SKY remote control handset
          - Hold down SELECT and the RED button together for about two seconds, until the red light on the SKY remote blinks twice
          - Key in 0065 on your SKY remote. The light on the SKY remote should blink twice
          - Press the STANDBY button on your SKY remote control. Your TV should now switch off
          - Press SELECT again. The light on your SKY remote control should now blink twice

        You should now be able to control some basic functions on your TV from your SKY remote control (e.g. volume up/down, programme up/down).


          How do I tune in my TV’s analogue channel to the SKY Box?

          Connect your TV to the aerial feed from the RF output of the SKY box. With the SKY box powered on, select the Menu on your Finlux remote, select Installation from the on screen menu and then select Analogue Tuning. When the TV has completed the search, select channel 901 or 9001 on your TV to select the SKY output. You may need to fine tune the TV if required.


          What SMART Apps are available?

          There are a number of SMART Apps which can be viewed here - giving full details of the active Apps. Some of the Apps may be under development; therefore some functions may be limited but may be updated. New Apps are under development and we are working to add these to the portal.


          How do I connect to a PC or Mac, via HDMI or VGA and set the resolution?

          All our TVs support VGA input via PC or Mac. HDMI input is also supported on our TVs. Computers use a wide variety of graphics cards so there can be quite a variety of compatibility issues. To help with any compatibility issues, you can download a utility called PowerStrip which provides multi-monitor, programmable hardware support to a wide range of graphics cards.


          How do I connect a 3D Blu-ray player or PS3 to my 3D TV?

          3D glasses are only required when watching 3D content. You need to connect the Blu-ray player (3D compatible) with a high speed HDMI cable (V1.4) to your TV.

          By default the PS3 will output a standard signal via the HDMI connection, therefore you may need to follow the below instructions to activate 3D on the PS3.

            - Have both TV and console off.
            - Turn on the TV and wait for it to power up, then turn on the console (Hold power button until beep)
            - The PS3 will then identify the 3DTV and ask for resolution information and screen size
            - Once selected the PS3 will then have the ability to play both games and Blu-ray 3D discs


          How can I order the 4 pin to car DC input (cigarette lighter socket) connect our TV to caravans? (only suitable on 19H6030-D & 19H6030S-D TV’s)

          The part can be bought by selecting the 12v adaptor add-on from the relevant product page.


          What external audio connection does the TV have to connect to my Surround Sound system?


          Audio output is either via Coax or optical output that would connect to the Audio Amplifier.


          Is my TV wall mountable?

          All our TVs are VESA wall mount compatible. Each TV will have a different screw type which will depend on the size screen. Please check the instruction book for the full specification.


          Does the TV play video and audio formats?

          All our TVs play Video and Music files, however please check the instruction book for the full specification.


          What’s the difference between the Full HD 1080p and the HD Ready 720p?

          Put simply, HD Ready TVs will only display HD broadcasts whereas Full HD TVs will do this, plus provide even greater picture quality when connected to a Full HD source such as a Blu-ray player.

          If your TV is HD Ready then it offers you a screen resolution of at least 1366 x 720p. Currently in the UK, TV programmes are only able to broadcast up to the HD 720p level so if you've got a HD Ready TV then you'll experience TV programmes at their finest levels of detail.


          Do your 3D TVs only show images in 3D? Or can you turn it off when you need to?


          3D content is only available when watching a 3D source such as a Blu-ray player or 3D satellite channel whilst connected by a high speed HDMI cable. The rest of the time the TV will display high quality 2D programming which you will not need to wear your 3D glasses to enjoy.


          Do your TVs have a slot to put a card in i.e. topup tv card or ESPN?

          Yes, there is a CI slot for a CAM and does support ESPN.


          I have been checking out other brands 3D TVs and was impressed with their picture quality in both 3D and up scaled 2D. Can I expect the same quality from Finlux?

          We use the same panels as many other manufacturers so you can expect a very similar stunning picture quality with a Finlux TV. The quality of the picture is also largely due to the input signal being used. Using an HDMI input connected to a Blu-ray source (playing a Blu-ray disc) will give a very good picture.


          I need to replace a TV we have which is fed from the coaxial output on my sky hd box. Are your TV's suitable?

          Yes our TVs will tune into the Sky RF signal. This may require a manual scan.


          Do your TVs have an on/off switch?

          No – you’ll need to unplug the TV or flick the switch at the wall to help save energy.


          Are your TVs suitable for use in the Republic of Ireland?

          No - Our TVs are not compatible with SAORVIEW and our warranty is not valid outside of the UK.


          Can I connect my laptop to your TVs?

          Yes - All our TVs have a VGA input


          I have Surround Sound speakers - Is there a connection for external audio?

          Audio output is either via Coax or optical output that connects to the Audio Amplifier


          Can I connect my laptop to your TVs via HDMI?

          This depends on the Computer and what it is outputting. The laptop needs to have a HDCP compliant graphic card if you are playing copywrited films.


          Are your TVs a good choice for countries with higher temperatures?

          No – TV's are not designed to work at high temperatures.


          Do your TVs have an analogue tuner as well as their digital tuner?

          Yes - All our TVs have an analogue tuner


          I have seen other brands advertising contrast ratios of 1000000:1. Why are yours lower?

          Contrast ratio is the difference between the brightest image a TV can create and the darkest. There is no standard as to how to measure contrast ratio. In other words, a TV manufacturer could measure the maximum light output of 1 pixel driven at some normally unobtainable maximum, then measure that same pixel with no signal going to it at all. This hardly represents what you would see at home, but without a standard, such trivialities do not matter to TV manufacturers. It is a pure marketing figure and not one to judge a TV's performance by.


          Do your TVs connect to 12v power supplies so I can use them in my motorhome?

          Our 19” DVD Combi LED TVs will connect to a 12v power supply when connected to the adaptor available on the product page.


          Can I load the SkyGo App onto your Smart TV's?

          No - You cannot add Apps to the portal yourself.


          Do your TV's feature a wake-up timer?

          No - There is no wake-up timer on any of the Finlux TVs.

          Do your TV's have a headphone port?


          All our TVs have a 3.5mm headphone jack socket. When the headphones are plugged in the TV sound will mute to the outside.

          What does Wi-Fi Ready mean?

          Wi-Fi on your TV is only available via a Wi-Fi dongle (supplied). To connect to your Wi-Fi router you must use your dongle.


          What DVD regions do your DVD combos play?

          They play All Region DVD discs


          Is it possible to view Netflix or LoveFilms directly on your smart TV's?

          Only the Apps can be used on the portal. We will update the portals as new Apps become available.


          What is DLNA and how do I get it to work?

          Digital Living Network Alliance (DLNA) enables the sharing of digital media such as music, photos and videos between consumer devices such as computers, TVs, printers, cameras, cell phones, and other multimedia devices.

          Try the following using Windows Media Player:

          Start -> Windows Media Centre (if not), go to Network and Sharing Centre -> Change Advanced Sharing settings -> Public -> Media Streaming -> Choose Media streaming options… -> Media programs on this PC and remote connections = Allowed


          Can your TVs be wall mounted vertically?

          No - The product is designed for Domestic use only


          Can your TVs be set up to play a video file from a USB memory stick from start up?

          No the product is designed for Domestic use only


          My product arrived without an instruction manual, so how can I get a copy?

          For downloadable PDF instruction manuals visit the manuals page


          Are HDMI cables included with TV's?

          Our TVs do not come with an HDMI cable but they can be purchased here.


          How long is my TV guaranteed for?

          If you have purchased a television, your service guarantee is automatically 1 year. If you would like to extend your guarantee beyond its expiration to cover repair costs and insure against accidental damage. You can buy extended warranties from the product pages.


          Does my guarantee cover commercial use?

          No - we are sorry our guarantees only cover domestic use.


          Why does my TV not get a 3D picture?

          You need to have a 3D compatible device ( ie. 3D Blu Ray Player, 3D Console, Sky 3D) connected to your TV in order to receive 3D images. It also needs to be connected by a 1.4 version HDMI cable, running the latest software. Only 3D Media, such as 3D movies or 3D games can produce 3D images.


          My TV has a picture, but no sound?

          You need to carry out first time installation. Press MENU on your remote control, then select INSTALL AND RETUNE, click OK, then FIRST TIME INSTALLATION, click OK, after that highlight YES, then click OK. From here on, on screen instructions will help you to complete the process.


          I cannot play media from the USB device on my TV?

          Check to ensure that your USB device is fully connected and your TV recognises the USB device. If you can access the USB device on the TV, try playing either an *.MP3 or a *.JPG file. If your TV plays these files then your TV is fine, it may be that your media type is not compatible with the TV. You can check the list of compatible media types at the rear of their instruction manual. Please note that the sound and picture must be encoded in a compatible format.


          I cannot receive HD channels on my TV?

          You must have an HD tuner to receive HD channels.


          How can I connect an external sound system?

          If you have the red and white RCA inputs available, you need an RF to RCA cable. You can then connect the cable from the TV’s Coax out socket to the sound bar etc. If you have a scart input available, you can connect that to either SCART1 or SCART2. The sound will only output from the freeview.


          My TV is switching itself on/off (or performing another function on the TV without any buttons being pressed)?

          This could be an issue with wither the TV, or with the remote control unit sending a ‘rogue signal’. Switch on the TV, remove the batteries from the remote control, and see if the problem continues. If the TV still has the same issue, your TV may be faulty, if the issue is solved then your remote control is faulty. Faulty items will be replaced.


          My TV does not pick up all the channels (i.e. Dave, Viva, Really)

          Your licence fee covers from main BBC 1 to channel 5 channels, as long as you pick up these channels then your TV is not faulty. Some areas may be receiving weak signal or signal from a relay transmitter which will not broadcast additional channels such as Dave ETC.


          My image on screen is not right?

          The problem can be caused by various factors depending on the source of the image and its connection to the TV. If you are not using a digital television/aerial connection, then remove and reattach cables, or try a new cable. Also check another appliance connected via this source or try connecting to another TV to see if same issue persists.


        Orders FAQs


          Can I cancel or change my order?

          If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice - we are open 9am-6pm Monday to Friday. Please be ready to quote your order number and order date.


          What payment options can I use?


          We offer various ways for you to pay for your order, including: Visa, Visa Debit, Mastercard, Maestro & Solo. We also accept PayPal.


          Do you accept PayPal?

          Yes we do. We now accept PayPal for all online orders.


          I am unhappy about buying goods online - is there another way I can order?

          Unfortunately we can only take orders online.


          Do you offer finance or interest free?

          No, we are sorry we do not currently offer an interest free credit option.


          Can I cancel an order online?

          In some circumstances we may be able to cancel your order, so please call us immediately. However, if you have received email confirmation that your order has already been despatched or delivered, then you will need to follow our returns procedure in the event of any unwanted products.


          How will I know if you have successfully received my order?

          Once the order has been processed a confirmation email will be sent to you. This is usually within an hour. Please note that this may go into your junk/spam email folder if you have not shopped with us online before.


        Delivery FAQs


        How can I track my order?

        We will send you a dispatch email on the evening before your TV will be delivered. The email will also contain the tracking code for your parcel. We use different couriers depending on the size of TV. The courier will be confirmed in your dispatch email.

          • If you want to track your UK Mail Delivery (14-digit code) click here.
          • To track your APC Overnight Delivery (7-digit code) click here.
          • To track your UPS Delivery (18-digit code) click here.
          • If your order states Hi-Way Express in the dispatch status you will be sent a text the evening before delivery, advising you of your delivery slot.

          My order has not turned up, what should I do?

          If your order has not arrived, first of all please view the consignment status of your delivery on UKMail’s website.

          If it says ‘out for delivery’ then the delivery is still scheduled for the later in the day.

          ‘Please call’ means that the driver had difficulties locating your address and more information is required.

          ‘Attempted delivery’ means that they tried your address but nobody was in, so they should have left a card from which you can reschedule delivery.


          What is a standard delivery?

          Our delivery promise is to deliver the next working day if you have ordered before noon within the working week. Our delivery options cover all of mainland UK. Deliveries take place between (8am and 6pm Mon-Fri excluding public holidays).


          Where does your standard delivery not cover?

          We deliver to Northern Ireland, however you will experience an extended delivery time. We do not ship to the Channel Islands


          Do you deliver on bank holidays?

          Our delivery service is suspended on bank holidays.


          What happens if I am out when you deliver?

          Deliveries will usually be made Monday to Friday between 9am and 6pm. If you or the intended recipient are not available, each time an attempt is made, our courier will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery or to collect your products. In some instances the delivery company may leave the item with a neighbour.


          Can I choose a delivery day?

          We will deliver the next working day if you have ordered before noon on a working day, unless you email immediately after you order to inform us of a day you would prefer delivery is delayed until.


          Will you call me before my delivery arrives?

          We will send you an email the day before we deliver to inform you to expect your delivery the next day. We are sorry that we can not be more specific but you will be able to track your order online with the consignment number we will send you within the dispatch email.


          What does order status mean?

          In Progress - Your order has not been processed yet. Order Processing - Your order could be at any point between the warehouse receiving it and despatching your products. Approved and ready for delivery Despatched - Your order has left our warehouse. You should have received a dispatch email with tracking information. Cancelled - Your order has been cancelled either by you or by us.


          My delivery has arrived damaged - what are my options?

          We are very sorry your items were damaged. Please call us on 0845 459 5282 with your order number ready and we will be happy to discuss your options.


          My delivery has arrived but there was an item missing?

          To report a missing item please contact our customer service team on 0845 459 5282


          Can I change my delivery address?

          When placing your order, you can add a different delivery address if you wish. Please note that if the billing address and delivery address do not match then we may request further proof of identity for the protection of our customers online.

          This can be simply be one of the following:

            - Utility bill
            - Drivers Licence
            - Passport
            - Copy of the card used


          Can I update my account details including name, address, email and phone number?

          If you would like to update any account details, please log into your account via the Log in/Register link at the top of the screen. Once logged in, you will gain access to your details where you’ll be able to edit your contact details and edit your preferences.


          Do you offer international delivery?

          No - Unfortunately at this time we do not deliver to international addresses.


          Can I order from an international location?

          Yes - You can place an order from outside the UK, but the order must be delivered to a UK delivery address.


          Do you deliver to businesses?

          Yes, we will certainly deliver to business addresses. Additional ID may be required for this.


          When should I expect my delivery?


          Order by 12pm and we'll deliver the next working day.


          How do I make sure I get next day delivery?


          If you place your order before 12pm during the working week (Monday to Friday) your order will be delivered on the next working day. Please note that orders placed on weekends or after noon on Friday will be delivered on Tuesdays.


          Security FAQs


          We realise how important it is to securely store any information that you provide. Finluxdirect.com maintains the highest levels of security. We have received Tier 1 status from PCI DSS Compliance so you can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.


          What is PCI DSS Compliance?


          The Payment Card Industry Data Security Standard (PCI DSS) is a security standard which at Tier 1 Certification and compliance ensures unbeatable security & protection of sensitive customer information including credit cards.

          The requirements for Tier 1 Certification include:

          • Security management policies
          • Security policies
          • Security procedures
          • Network architecture
          • Software Design
          • Critical Protective Measures

          Websites go through a rigorous INDEPENDENT audit and significant investment to attain Tier 1 PCI DSS certification. The purpose is to ensure that their customers' data is as safe as possible when they purchase products online.


          What other steps do you take to protect against fraud?


          To give you even more confidence in shopping online with Finluxdirect.com, we have introduced Verified by Visa and Mastercard® SecureCode™. These services enhance your existing card account against unauthorised use when you shop with us.

          To use this service, you must first register with the bank or other organisation that issued your card. Once you've registered and created your own private password with your card issuer, you'll be prompted automatically at checkout to provide this password each time you make a purchase.

          Please note: Your Verified by Visa or Mastercard SecureCode™ password is not your finluxdirect.com account password. Finluxdirect.com does not have access to your Verified by Visa or Mastercard SecureCode™ password.


          What about phishing?


          Phishing is the practice of tricking someone into giving confidential information. Examples include falsely claiming to be a legitimate company when sending an e-mail to a user, in an attempt to get the user to send private information that will be used for identity theft and fraud.

          We will never ask you to send any personal details via email. If we require such details, for security reasons we will ask you to contact us by phone. Should you receive an email claiming to be from finluxdirect.com requesting this kind of information, please do not respond but let us know.


          Refund FAQs


          What’s your refund policy?

          We operate a 14 day no-quibble cancellation and returns policy for goods bought on FinluxDirect.com. If you wish to return any products for whatever reason, please contact us within 14 days of delivery to obtain a Return Merchandise Authorisation number (RMA) and instructions for return. Please note that for an item to be accepted for return and refund, it must be in its original condition, with all packaging, manuals and accessories intact. We reserve the right to refuse returns or to charge you for our reasonable cost if the product is not received in accordance with these requirements.


          How long will it take to get my refund?

          Provided the products are returned in 'as new' condition, we will endeavor to provide you with a full refund of the purchase price and any delivery charges you initially incurred in getting the products to you (standard delivery charges), no later than 14 days from and including the day on which we received the returned item(s) and notified you that the return has been approved.


          Will I get a refund for my special delivery charge I have paid when I return my item?

          If you return your full order, your delivery charge will be refunded as well as your product costs. We will credit your debit or credit card within a maximum of 30 days (usually within 10 days) of receiving your returned products.


          How long do I have to return an item?

          Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt. This includes any delivery charge. However, under our no quibble returns policy, we will accept returns up to 14 days from receipt.

          After this 14 day period we are unable to accept returns unless the item has developed a fault.


          How do I return an item?

          If you would like to arrange a return, please email us at support@finluxdirect.com, and include:

          - Your original order number
          - Reason for return

          We will respond confirming your RMA number and provide the details of when we will come and collect your product.


          Website FAQs


          How can I use your website?

          We have selected a wide range of products to suit any home which can be accessed 24 hours a day, 7 days a week. We hope that you will find using our website quick and convenient, and we will guide you safely through the online shopping experience, because your privacy and security is extremely important to us.

          These features will help make your shopping experience even easier:

          - Home page link: You can get back to our home page at any time by clicking on the Finlux Direct logo on the top left of the screen.

          - Navigation bar: The names on the navigation bar near the top of the screen directly under the Finlux Direct logo are the "categories" of our product range. Clicking on one of those categories takes you to a new page containing all the relevant products for this category. Once in there, the menu on the left of the screen will give you more refined options.

          - Search box: the search box is always in the middle of the screen. You can search by product name, key words such as the product type, or key technologies.

          - Your basket: The number of items in and the subtotal of your basket can always be seen at the top right of the screen. If you click on ‘My Basket’, you can see what's in your basket.

          - Log in/register: If you create an account with us (click on register or create an account when prompted in checkout), then you can view and amend details on it, and view previous orders by signing in when you visit the website.


          How do I place an order?

          It is quick and easy to place your order online. Simply find the product you would like to buy and click on the orange 'add to basket' icon. Once your basket holds everything you would like to order, simply click on 'checkout' and log in/register to enter your delivery and payment details.

          If you are having technical difficulties placing your order, please send us an email to let us know.


          Can I find out when a product that is out of stock comes back in?

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          Unfortunately, we are not able to be specific on our website as to when each individual stock line will be back in. If you send us an email with your stock availability request then we will give you an estimate on when we can expect further stock. Please note that this will only be an estimate and subject to change.