This Return and Refund Policy governs the conditions and procedures for returning professional AV and display mounting solutions purchased from DeskMountPro. We prioritize industrial-grade reliability and clear communication. Please review these terms carefully to understand your responsibilities and our commitments regarding returns and refunds.
Return Window & Eligibility
We offer a standard return window of 30 days from the date of delivery. If 30 days have passed since your order was marked as delivered, we cannot offer you a refund or exchange.
To be eligible for a return, the mounting hardware must be in a brand-new, uninstalled, and unused condition. Due to the strict safety and structural integrity requirements of heavy-duty display mounts, we enforce the following strict condition standards:
Hardware Intactness: All original assembly components (including screws, spacers, washers, and levels) must be present and remain in their original, unopened sealed plastic bags.
Structural Condition: The main metal brackets, wall plates, and articulated arms must show absolutely no signs of installation screw marks, thread wear, stress scratches, or paint abrasions.
Packaging Integrity: The item must be returned in its original exterior packaging with all internal protective foam and inserts securely in place. The heavy metal components must be tightly secured to prevent shifting, secondary damage, or structural deformation during the return transit. Returns arriving with inadequate protective packaging will not be accepted.
How to Initiate a Return
IMPORTANT WARNING: Do not return any packages directly to our return address (1450 E Bell Rd, Phoenix, AZ 85022-2776, USA) without contacting us first to obtain authorization.
To initiate a return, you must follow these steps:
State the clear reason for your return. If you are reporting a defective or damaged item, you must attach clear photographs showing the issue.
Once your request is processed, our support team will provide you with a Return Merchandise Authorization (RMA) number and detailed shipping instructions, including the authorized return address: 1450 E Bell Rd, Phoenix, AZ 85022-2776, USA.
Unauthorized returns sent without an RMA will be rejected and returned to the sender at the customer’s expense, and no refund will be issued.
Return Shipping Costs
Responsibility for return shipping costs is determined by the reason for the return:
DeskMountPro’s Responsibility: If the hardware arrives defective, structurally damaged in transit, or if you received the incorrect model, we take full responsibility. We will cover 100% of the return shipping costs and provide a pre-paid return shipping label.
Customer’s Responsibility: If the return is due to a change of mind, ordering the incorrect VESA size, or compatibility issues that were stated in the product specifications, you are solely responsible for purchasing the return shipping label and covering all associated return shipping costs. We strongly recommend using a trackable shipping service for your return, as we cannot process refunds for packages lost in transit.
Restocking Fees
We maintain a transparent pricing structure. We charge a $0.00 Restocking Fee on all authorized returns that meet our stated eligibility conditions.
Refund Process & Timeline
Once your return is received at our returns address, please allow 1-3 business days for processing.
After your return is processed and the refund is approved, a credit will automatically be applied to your original method of payment. Please be aware that it typically takes an additional 5-10 business days for banks and credit card companies to process the transaction and officially post the funds to your account.
Order Cancellations & Fraud Prevention
Order Cancellations: We operate with high-efficiency order processing. If you need to cancel or modify your order, you must contact us at [email protected] within 12 hours of purchase. Once this 12-hour window has passed, or if the order has already entered the shipping network, it cannot be canceled and must be processed as a standard return upon delivery.
Fraud Prevention: To maintain a secure environment, we reserve the right to refuse refunds and block future transactions if we detect fraudulent activity. This includes, but is not limited to, returning items that have been installed, stressed, or swapped with non-original parts, or claiming non-receipt of packages that carry a confirmed delivery scan from the carrier.
