FAQs

After completing your order, you will receive a confirmation email at the address entered during checkout. Please also check your spam folder. If no confirmation arrives, email ordini@graetzitalia.it with your name, email address and any payment reference.

Contact ordini@graetzitalia.it as soon as possible. An order can only be changed or cancelled if preparation or shipping has not already started.

Shipping costs depend on the product and destination. The final amount is calculated and displayed in the basket or checkout before you confirm the order.

When the order is handed to the courier, you will receive a tracking link or code when available. If tracking is missing or does not update, reply to the order email or contact ordini@graetzitalia.it.

Inspect the packaging before accepting delivery. If there is visible damage, accept it with a specific written reservation describing the damage, or refuse the parcel. Keep the packaging and documents, take photographs and promptly contact ordini@graetzitalia.it with your order number and product details.

Withdrawal applies when you change your mind about an online purchase; shipping damage concerns a product or package damaged during delivery; a fault or lack of conformity is handled through the warranty and technical support. Identifying the correct case helps us start the appropriate procedure.

Consumer purchases are covered by the statutory legal guarantee, with a minimum duration of two years from delivery for new products. Keep your proof of purchase and the product serial number.

Refunds are processed after the request and, where applicable, the returned product have been received and checked, in accordance with the Returns and Refunds conditions. The automatic form confirmation acknowledges receipt of the request; it does not confirm that a refund has already been issued.

Prepare the full model code, serial number, proof of purchase, a description of the issue and, where useful, photographs or videos. This information helps the service centre identify the correct procedure more quickly.

Check the model page in the Shop or Catalogue and any QR code attached to the product. If the manual is unavailable, request it from technical support and provide the full model code.

Only install firmware intended for the exact model and correct product revision. An incompatible file may prevent the TV from working. Check the full model code and follow only the instructions supplied by Graetz technical support.

Run a new automatic channel scan and make sure the aerial and cable are correctly connected. If only certain channels are affected, or the issue remains after retuning, it may be related to local coverage or the aerial system.

Enable automatic LCN numbering and retune the TV. If frequencies or regional channel versions conflict, manually select the required frequency or version by following the TV manual.

Compatibility depends on the TV model, tuner and CAM. Check the product specification and manual, or contact technical support with the full model code.

Make sure the TV is connected to the Internet, install official system updates and search for the app in the store provided by the operating system. Do not install unofficial files or app stores. If the app is not listed, it may not be compatible with that model.

They are different Smart TV platforms, each with its own interface, app store and features. Available apps and functions must be checked in the specification for the individual model.

Use the HDMI, USB, aerial, optical output or other connections actually available on the model, then select the correct source using the remote control. Check the product specification and manual before purchasing cables or adapters.

Check the volume and Mute function, disconnect any headphones and verify the selected audio output. Try another source or channel to determine whether the issue concerns the TV or the received content.

Replace the batteries and check their polarity, remove any obstacles in front of the receiver and test the remote at close range. If necessary, disconnect the TV from the mains for 60 seconds and try again.

Switch off the TV, disconnect it from the mains for at least 60 seconds and restart it. Check the Internet connection and official updates. Do not access service menus or install unverified firmware.

Check the aerial cable and position, try another channel or source, and move nearby devices that may cause interference. If the issue appears on every source, contact technical support.

Check the label on the back of the product or the original packaging. Always provide the full code, including any letters or suffixes, when contacting support.

Read the technical specification for the model. Check dimensions with and without the stand, weight, VESA spacing and screw type before purchasing a wall mount.

Hotel Mode is only available on models that list it in the technical specification or manual. For professional installations, contact Graetz or technical support with the model and number of units required.