Return & Repair Questions

If your product arrived damaged, do not proceed through the standard return process. Follow the instructions below so our team can document the shipping damage and arrange the appropriate replacement or resolution.

Report the Damage Within 48 Hours

You must notify Touch Screen Guru within 48 hours of delivery if your product arrives damaged.

Before removing or disposing of the original packaging, take clear photos of the following:

Required Photos

1. All 6 sides of the shipping box
Photograph each side of the box, including the top, bottom, front, back, left, and right sides.

2. Close-ups of any visible shipping damage
Take clear close-up photos of all major punctures, crushing, tears, holes, dents, or other signs of impact.

3. The damaged monitor from several angles
Photograph the damage from multiple angles so the affected area and extent of the damage are clearly visible.

4. The monitor in its original packaging
Take a photo from the top showing the monitor still sitting in its original packaging and foam.

5. Shipping label
Take a clear photo of the shipping label with the tracking number fully legible.

6. Serial number label
Take a clear photo of the product's serial number label.

7. Box manufacturer's stamp or certificate, if visible
If the original box has a manufacturer's stamp, certification, or other identifying marking, include a clear photo of it.

What to Do Next

Send the required photos to our Technical Support team as soon as possible.

Phone: 833-286-8241
Email: support@touchscreenguru.com
Contact Us: [Contact Us Form]

Please include:

• Your order number
• Your name and contact information
• A brief description of the damage
• The required photos listed above

Keep the product and all original packaging until our Support team provides further instructions. Do not discard the box, foam, accessories, or other packaging materials.

Once we review the documentation, our Support team will determine the next steps and, when applicable, provide an RMA and replacement instructions.

Important Shipping Note

If an order was shipped using a customer's own logistics or freight account, responsibility for shipping damage rests with the customer and/or their selected carrier. Touch Screen Guru is not responsible for damage occurring during transportation arranged through a customer's own logistics account.

The standard return process applies to eligible, undamaged products. If your product arrived damaged, use the Damaged Unit process instead.

Eligibility

To be eligible for a standard return, all of the following conditions must be met:

• Product was purchased within 15 days (North America only)
• Product is unused, uninstalled, and undamaged
• Original packaging is intact with all accessories and included materials
• Serial number matches the original order record
• Proof of purchase or receipt is provided
• A Return Merchandise Authorization (RMA) has been issued

Note: Products that have been installed, mounted, or used must go through our Warranty process and are not eligible for a standard return.

Packaging & Shipping Your Return

Once an RMA has been issued:

1. Securely package the item in its original box with all included accessories and materials.
2. Include a copy of your receipt/invoice and your RMA number inside the package.
3. Include a note indicating whether you are requesting a refund or exchange. If requesting an exchange, specify the replacement item.
4. Ship your return to:

Touch Screen Guru / Interactive Solutions LLC
1 E Deer Valley Rd Ste 207
Phoenix, AZ 85024

After We Receive Your Return

• All returns are inspected within 2–5 business days of arrival.
• You will be notified by email once your return is approved or denied.
• If approved, refunds or exchanges will be processed according to our Refund Policy.

Important Notes

• Shipping charges are non-refundable.
• Customers are responsible for return shipping costs and the risk of loss or damage in transit.
• Returns may be subject to a 15% restocking fee.
• If a return does not meet eligibility requirements after inspection, the item will be returned to the customer at the customer's expense.

If your product is experiencing technical issues beyond setup or configuration, our Technical Support team will help determine whether it qualifies for repair under warranty or as a paid service.

Repair Process

1. Begin with troubleshooting. Our technicians may request photos, videos, serial numbers, or diagnostic information.
2. Obtain an RMA. If repair is approved, you will receive an RMA number and instructions for returning the unit.
3. Ship the product. Send the product to our repair center as directed by our Support team.
4. Evaluation and repair. Once received, our technicians will evaluate the product and perform the necessary repairs or replacements.
5. Return shipment. If the repair is covered under warranty, repairs and return shipping will be handled at no cost to you.

If the product is out of warranty, an estimate will be provided before any work is performed.

All Ultra-Series and commercial-grade products include warranty coverage as specified by model:

• Standard 3-Year Commercial Warranty: Models 32" and below
• Standard 2-Year Commercial Warranty: Models 43" and above
• Advanced Replacement: Available on select models

Warranty Covers

• Manufacturing defects or component failures under normal use
• Hardware malfunction not caused by misuse, modification, or environmental damage

Warranty Does Not Cover

• Accidental or cosmetic damage
• Improper installation or unauthorized modifications
• Damage from natural disasters or power surges
• Normal wear and tear or consumable parts

For warranty or service inquiries:

Phone: 833-286-8241
Email: support@touchscreenguru.com