Customer Service Policies
Money Back Guarantee & Return Policy
MantelMount guarantees 100% satisfaction, or your money back, for MantelMount units ordered directly on our website. If at any time you are unsatisfied with our product, you may return it to MantelMount within (90) days of our shipping date for a replacement or full refund of the purchase price, less shipping and handling. To receive your refund, you must follow these steps:
(a) Your MantelMount must be in the same condition that you received it and in its original packaging. We also require a receipt or proof of purchase.
(b) Contact our Customer Service Center directly at (416) 603-9090 x310 or by clicking here, and request a Returned Material Authorization (“RMA”) number.
(c) Place the RMA number you receive clearly on the outside of the returned package. Our return department is not allowed to process packages without an RMA number, and no refunds will be issued for any packages returned without an RMA number, including packages marked as “Return to Sender”. You will be given the return address by Customer Service
(d) You must send the product and all parts in their original package using a shipping method with delivery confirmation or signature confirmation. You are responsible for the costs of returning any product.
(e) Returned products must be received within fifteen (15) days after you receive your RMA number.
(f) Refunds will be issued only to the same credit card that was used in ordering the product. It generally takes about 7 to 14 business days to receive a refund. Refunds will be for the cost of the product. Shipping and handling is not refundable.
Mantel Mount Limited Warranty (updated 7-12-18)
What the Warranty Covers:
MANTEL MOUNT warrants its products to be free of defects in material and workmanship for the product's Warranty Period. The Warranty Period starts on the original purchase date of the product.
What the Period of Coverage Is:
This Limited Warranty extends only to the original purchaser of the product and not to any subsequent owner. If still owned by the original purchaser, all MANTEL MOUNT products are covered by a limited product warranty from the original purchase date of the product.
Limited Lifetime Warranty for all non-automated TV mounts and accessories subject to limits stated below.
Limited Five (5) Year Warranty for automated mounts subject to the limits stated below.
How to Get Warranty Service and What We Will Do:
For warranty claims made during the Warranty Period, MANTEL MOUNT will replace any defective product part free of charge. If a part of your MANTEL MOUNT product fails, call MANTEL MOUNT at (416) 603-9090 x243 to make a warranty claim. We will discuss the problem with you and at our discretion will determine if the product is covered under warranty. We will ship replacement parts at no cost to you within 72 hours. This Limited Warranty does not cover the costs of removing and replacing defective parts from your MANTEL MOUNT product. So, if your problem requires a repair technician, you must pay any labor charges. MANTEL MOUNT will not be liable in any way for damages whatsoever arising from the use or inability to use its products, even if MANTEL MOUNT has been advised of the possibility of such damages. To the maximum extent permitted by applicable law, MANTEL MOUNT disclaims any responsibility for incidental or consequential damages.
Additional Limits on the Warranty:
The Limited Warranty is automatically void if your MANTEL MOUNT product is modified in any way, improperly installed, taxed beyond its stated weight capacity or otherwise misused or abused. All MANTEL MOUNT products are intended for indoor use only and any outdoor use voids this Limited Warranty. The Limited Warranty for wall and ceiling mounts is void if the mount is moved from its initial installation. The Limited Warranty excludes gas springs after (5) years as they are an item that naturally wears with use.
How State Laws Relate to the Warranty:
To the maximum extent permitted by applicable law, MANTEL MOUNT disclaims any other warranties, express or implied, including warranties of fitness for a particular purpose and warranties of merchantability. In any event, no express or implied warranty can last longer than the term stated above (“What the Period of Coverage Is”). Some states do not allow disclaimers of implied warranties or limitations on how long an implied warranty lasts, so these limitations may not apply to you.
MANTEL MOUNT will not be liable for any damages whatsoever arising out of the use or inability to use its products, even if MANTEL MOUNT has been advised of the possibility of such damages. To the maximum extent permitted by applicable law, MANTEL MOUNT disclaims any responsibility for incidental or consequential damages (such as the cost of repairing or replacing other property which damaged when the device does not work properly). Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.
Cancellation Policy
MantelMount strives to deliver exceptional customer service and in so doing, most orders are prepared for shipment within hours of being placed. As a result, all sales on our website are final. However, if you very recently placed an order and would like to cancel it, you may contact customer service at (416) 603-9090 x1 or by clicking here, and we will do our best to accommodate your cancellation request. However if your order is beyond our ability to cancel it, you may still receive a refund by following the Return Policy outlined on this page.
Shipping Policy
We don't mark-up our shipping rates and brokerage fees. We negotiate the most competitive shipping rates on your behalf and pass those directly on to you. We ship our products through one or more MantelMount authorized fulfillment warehouses. You should receive your package within 3 - 7 days of the order date depending on the destination location and method of shipping. Please allow up to 24 business hours for processing.
Shipping Within Canada
All Canadian orders are shipped from within Canada and deliver between 1-5 business days depending on the Canadian destination. Shipping costs provided at checkout include applicable taxes and duties specific to the Canadian province being shipped to.