Our Commitment to Customer Satisfaction

At Mountup Store, we stand behind the quality of our premium mounting solutions and workspace products. We understand that sometimes products may not meet your expectations, which is why we offer a straightforward returns and exchanges process for your convenience.

Return & Exchange Timeframe

We accept returns and exchanges within 15 days from the date you receive your order. This gives you ample time to ensure your Mountup product meets your requirements.

Conditions for Returns & Exchanges

To be eligible for a return or exchange, your item must meet the following conditions:

  • Item must be in original condition, unused, and in its original packaging
  • All original parts, accessories, and documentation must be included
  • Item must show no signs of installation or use
  • Proof of purchase (order number) is required

⚠️ Important: Non-Returnable Items

Based on our product analysis and safety considerations, the following items cannot be returned or exchanged:

  • Custom Artisan Products (from Artisans menu) – These are handmade and often made-to-order
  • Used Deskmats – For hygiene reasons, once opened they cannot be returned
  • Opened Merchandise – Personalized or used merchandise items
  • Installed Mounting Products – Once installed, wall mounts and monitor mounts cannot be returned due to safety and warranty considerations

Step-by-Step Return Process

Step 1: Initiate Your Return Request

Contact our customer service team within 15 days of receiving your order. Use the template below to ensure we have all necessary information.

Return/Exchange Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]

Body:

Dear Mountup Store Customer Service,

I would like to request a [return/exchange] for my recent purchase.

Order Information:
• Order Number: [Your Order Number] • Order Date: [Date of Purchase] • Product(s) to Return: [Product Names and Quantities] • Reason for Return: [Please specify – Wrong Size, Changed Mind, Defective, etc.]
For exchanges, please specify:
• Desired Replacement Product: [Product Name and Quantity]
Contact Information:
• Full Name: [Your Full Name] • Email Address: [Your Email Address] • Phone Number: [Your Phone Number] • Shipping Address: [Your Current Shipping Address]
I confirm that the item(s) are in original condition, unused, and include all original packaging and accessories.

Thank you for your assistance.
Sincerely,
[Your Name]

Step 2: Receive Return Authorization

Within 1-2 business days, you’ll receive:

  • Return Authorization Number
  • Shipping instructions and return address
  • Return shipping label (if applicable)

Step 3: Package and Ship Your Return

Securely package the item(s) in their original packaging and include all accessories. Affix the provided shipping label and drop off at the designated carrier location.

Step 4: Return Processing

Once we receive your return, we will:

  • Inspect the returned item(s) within 3-5 business days
  • Process your refund or exchange
  • Send you a confirmation email

Refund Information

Refund Timeline

Payment Method Processing Time Refund Method
Credit Card (Visa, MasterCard, JCB) 5-10 business days after return processing Original payment method
PayPal 3-5 business days after return processing Original PayPal account

Deductions

Please note:

  • Original shipping costs are non-refundable
  • Return shipping costs are the customer’s responsibility, unless the return is due to our error or defective product
  • Restocking fees may apply for large or heavy items (TV wall mounts, standing desks)

Exchange Process

For exchanges to a different product:

  1. Follow the standard return process above
  2. Once your return is received and inspected, we’ll ship your replacement product
  3. You’ll be responsible for any price difference and additional shipping costs
  4. Exchanged items are subject to the same 15-day return policy from the original purchase date

Defective or Damaged Products

If you receive a defective or damaged product:

  • Contact us immediately within 48 hours of delivery
  • Provide photos of the damage or defect
  • We will arrange for a replacement at no additional cost
  • Return shipping for defective items is always free

Need Assistance?

Our customer service team is here to help with any questions about returns or exchanges:

Email: [email protected]

Response Time: 1-2 business days

Business Hours: Monday-Friday, 9:00 AM – 6:00 PM PST

We’re committed to ensuring your complete satisfaction with every Mountup product.

Note: This policy applies to all Mountup Store products including Monitor Mounts, TV Wall Mounts, Standing Desks, and Accessories, unless otherwise specified.