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How to start a return?
All product returns require a Return Merchadise Authorization (RMA) number. Once created, you will have 30 days to return the item(s) to Monoprice. To request your own RMA number, please follow these steps:
Log into your account My Account. If you checked out as a guest you will need to create an account using the same email address.
In the left hand column under “MY ACCOUNT” select “Request refund/replacement”.
Select Refund or Replacement. (If the option is greyed you are no longer eligible for a refund or replacement based on the time frame and policy specific to that item).
Follow the instructions provided throughout the RMA process.
Once you have successfully requested your Return Merchandise Authorization (RMA) their returns team will then contact you via email within 2 business days to tell you if your return has been approved or if they need more information.
How long does it take to process my return?
Once processed, you will receive instructions through your RMA request to return your item(s). You will have 30 days to return the item(s) to Monoprice.
After they receive your item, they will need to process and verify the contents of the package.
Some items will go through a rigorous inspection process to properly evaluate the condition of the product.
What is the return policy for heavy items?
Due to the size and weight of certain items (projector screens, server cabinets and bulk items), they can only be delivered via FedEx Freight.
If this type of item arrives damaged or defective within 30 days from delivered date, please contact their Returns Department to request a Return Merchandise Authorization (RMA).
Once a Return Merchandise Authorization (RMA) is approved, the Monoprice Returns department will arrange a scheduled pickup by FedEx Freight shipping carrier. Heavy items must be returned via FedEx Freight, which they will arrange for you.
Monoprice requires photo verification of any damaged suffered by projection screens during transit before processing an RMA.
What if I received the damaged item?
If your item(s) arrives damaged, please reach out to Monoprice's Customer Service Team within two days of your order being delivered.
All cases of damaged items are subject to review. Photos may be required to move forward in processing a Return Merchandise Authorization.
They suggest opening your items immediately, when you receive them to ensure they are in working condition, in case a return is needed due to a defective/damaged product.