Return & Refund Policy

Return & Refund Policy

Last updated: May 3, 2026

DisplayDetails wants you to be confident in every commercial display purchase. This policy explains exactly when returns and refunds are available, who pays for return shipping, and how the RMA process works.

30-Day Return Window

Returns must be initiated within 30 calendar days of the original delivery date. Requests received after day 30 are not eligible for return.

What Can Be Returned

To be eligible for return, items must be:

  • Unused and unmounted (no holes drilled, brackets attached, or tape residue)
  • In original Samsung-sealed packaging with all foam, cables, manuals, mounting brackets, remotes, and accessories
  • Free of any cosmetic damage from removal, transport, or handling
  • Accompanied by an RMA number issued by DisplayDetails (see process below)

Items that cannot be returned:

  • Custom-configured or built-to-order displays (special-order Samsung commercial SKUs)
  • Displays that have been mounted, modified, paired with custom bezels, or had firmware customized
  • CMS software licenses that have been activated
  • Installation services already performed
  • Items returned without an RMA number (refused at receiving dock)

Restocking Fee

A 30% restocking fee applies to all eligible returns. This fee covers Samsung commercial-channel restocking, repackaging inspection, and freight remediation. The restocking fee is deducted from your refund.

Customer Pays Return Shipping

The customer is responsible for all return shipping costs on non-defective returns (buyer's remorse, wrong size ordered, no longer needed, change of mind, or any other discretionary return). DisplayDetails does not provide return shipping labels for these returns. The customer must arrange and prepay return freight with their carrier of choice.

We strongly recommend purchasing shipping insurance and using a fully-insured LTL freight carrier — DisplayDetails is not liable for items lost, damaged, or delayed during return transit. Items damaged in return shipping are not eligible for refund.

Damage on Arrival — Different Process

If your display arrives damaged, this is handled as a damage-on-arrival claim, NOT a standard return. You do not pay for return shipping on damage-on-arrival cases.

  • Note any visible carton damage on the delivery receipt before signing
  • Take clear photos of the damaged carton before opening
  • Report damage within 48 hours of delivery to hello@displaydetails.com or (201) 834-6412 with photos and your order number
  • We ship a replacement unit at no cost to you
  • We arrange disposal or freight pickup of the damaged unit at our cost where required

RMA Process

  1. Email or call: Email hello@displaydetails.com or call (201) 834-6412 with your order number, the SKU(s) being returned, and a brief reason for return.
  2. RMA issued: We will reply within 1 business day with an RMA number, return shipping address, and packaging instructions.
  3. Customer ships: Customer arranges and prepays return shipping. Affix the RMA number visibly to the carton. Returns received without an RMA are refused.
  4. Inspection: Upon receipt, our team inspects the unit within 5 business days to verify return eligibility (unused, original packaging, no damage).
  5. Refund issued: Refund is processed to the original payment method within 5 business days of inspection clearance, less the 30% restocking fee.

Refund Timing

Refunds are issued to the original payment method:

  • Credit card / debit card: 5 to 10 business days to appear, depending on issuer
  • ACH / wire transfer: 3 to 5 business days
  • Net-30 purchase order: Issued as account credit applied to next invoice, or refund check on request

Warranty Claims After 30 Days

For defects discovered after the 30-day return window, claims are handled directly with Samsung under their commercial-channel warranty (typically 3 years parts and labor on QMC, QBC, QHC, OH, OM, and BE series). Our team can assist by providing your warranty registration and Samsung commercial channel contact info on request. Email hello@displaydetails.com or call (201) 834-6412.

Contact

Questions about a return, RMA, or refund? Reach out:

DisplayDetails
A brand of Crown Heights Communication, INC.
433 Broadway, Unit 220
New York, NY 10013
Email: hello@displaydetails.com
Phone: (201) 834-6412
Hours: Monday–Friday, 9am–6pm Eastern