Discount-Merchant.com(800) 281 8860 First in quality and customer service for all digital display parts & accessories!

Returns or RMAs (Return Merchandise Authorization):

We only accept exchanges and returns for merchandise that is found to have a manufacturer's defect. In which case, we reserve the right to send our customer a replacement or refund at our discretion within the first 30 days. Sorry, we cannot accept returns because the product is not to your liking. Our products are marked with a special stamp. Please make sure the stamp is visible on our product before sending it back for RMA. We are able to bring our customers bottom line pricing and great customer service by only handling returns related to manufacturer's defects; or in which cases where we can exchange the product from our suppliers. For more information on how to start the RMA process, please visit the KB RMA Page.

Returns or Exchanges for DLP Lamps:

Returns are handled through our RMA process. It must be started by a Returns Specialist by calling (800) 281-8860. We're sorry we cannot start any claims or RMA processes over email since emails are an insecure form of communication. To obtain a return authorization, please call a Returns Specialist toll free at (800) 281-8860, Monday-Friday from 8:00 AM to 5:00 PM Pacific Time.

We do not cover shipping costs unless otherwise noted. Send the lamp back to our facility in a manner as described on our RMA Page. We recommend using FedEx or UPS to certify the package's safe delivery. The package must have a tracking number and a visible RMA number. Packages missing an RMA number on the outside of the package, or hidden by a shipping label may be refused. Incorrect RMA numbers will result in slower processing times. RMA numbers expire within 30 days of issuance.

Once we receive your RMA Package, we will test the lamp for faults, and then we will issue you a credit, partial credit, partial refund, exchange, or refund based on the terms discussed with the Returns Specialist. If the lamp functions normally, we will return the lamp to you, but there is a diagnostic charge of $20.00. To learn more about the Lamp Diagnostic and Testing Procedure, please click here.

Please note that there is a 25% restock fee for all opened, unopened and non-defective lamps. Each lamp is serialized and marked for our internal use.

If you require an exchange for any reason, please contact a Returns Specialist. We cannot be responsible for email communication unless you are already working with a customer representative via email. If you need to cancel an order, please call us immediately at (800) 281-8860 during normal business hours. If you do not call in and confirm an order cancellation, we WILL ship out your order. Our advanced and streamlined processes are designed to save time and money, so be sure you need the part before you order!

Shipping Damages:

Shipping damages must be reported as soon as your receive the item. Any item that is reported over 5 business days late may not be claimed for damage. We use the most efficient and stable packing materials for lamps and anti-static bubble wrap for electronic parts. If there are no notes on damages upon receipt, we cannot issue a refund or exchange.

If you received a physically damaged item, give us a call and we'll assess the situation. Most damages that occurred during shipment may be reshipped once damage has been verified.

Warranty For DLP TV Lamps:

DLP lamps carry a 30-day "no-hassle" factory warranty. Should your lamp be found to be defective, let us know and we’ll help resolve your issue. All OEM Philips and Osram lamps have a Discount-Merchant.com warranty of 6 months. If your lamps stop working within that time, we’ll troubleshoot your problem over the phone. If that doesn’t solve your issue, receive an RMA number from a Returns Specialist and ship the lamp back to us. We’ll test it for a $20.00 diagnostic fee. If it’s working, we’ll send it back. If it’s not working, we’ll waive the diagnostic fee and replace the lamp. It’s that simple!

Under our warranty policy, each customer is allowed one like or similar replacement depending on availability within the warranty period. The warranty period does not extend with the replacement or exchange.

Please be away that 3 in 10,000 lamps fail. In real world numbers, we had two defective lamps from September 2008 - February 2009, while 2 lamps were damaged by Panasonic and Samsung ballasts (or other possible electromagnetic discharge).

Bcause lamps are not always the problem, please have a NESDA certified technician troubleshoot your problem before purchasing a lamp. You can always give us a call and we'll be happy to pre-qualify your television for a lamp replacement! If you've recently purchased a lamp through us, DO NOT purchase a lamp through your technician as your lamp is under a full exchange warranty.

Warranty For Projector Lamps:

DLP lamps carry a 30-day "no-hassle" factory warranty. Should your lamp be found to be defective, let us know and we’ll help resolve your issue. All high-wattage Philips and Osram projector lamps (150W+) have a Discount-Merchant.com warranty of 90 days. If your lamps stop working within that time, we’ll troubleshoot your problem over the phone. If that doesn’t solve your issue, receive an RMA number from a Returns Specialist and ship the lamp back to us. We’ll test it for a $20.00 diagnostic fee. If it’s working, we’ll send it back. If it’s not working, we’ll waive the diagnostic fee and replace the lamp. It’s that simple!

Under our warranty policy, each customer is allowed one like or similar replacement depending on availability within the warranty period. The warranty period does not extend with the replacement or exchange.

30-Day "No Hassle" Factory Warranty on all Philips Lamps:

Within 30 days of purchase, and US Residents only: Once you've called in for troubleshooting and technical support, and we've found your lamp to be defective, send the lamp back to our facility. When we receive the item and test it for the defect, we'll send you a new lamp at no further cost to you after we certify the lamp as defective. We'll even refund you for shipping costs. It's that easy!

Please note: All customers with non-defective lamps will incur a $20 shipping & testing charge. If a return is made within this 30-day period, we will also assess a 25% restocking fee should the lamp be in good working order.

Returns, Exchanges and Warranty For Plasma, DLP and LCD TV Parts:

Because PCBs and other parts for PDP, DLP, and LCD televisions are sometimes rare and fragile, please read our policy on ordering parts. Parts may only be exchanged for similar parts. We do not warranty products to customers who are not a registered service center with our company (this means we do not refund these parts to anyone that isn't registered as a repair center). Hobbyists and at-home tinkerers order at your own risk! To become a registered service center, please send business information to support@discount-merchant.com and call (800) 281-8860 to order. We except no returns and do not refund after 10 business days for parts unless the part is Dead/Defective On Arrival (DOA). Exchanges are offered only if you've received the wrong part or if the product is DOA. Exemptions to this policy are made on a case-by-case basis.

DOA Warranty:

Our Plasma and LCD parts are guaranteed to work when it reaches its destination. You have 10 business days to make a DOA warranty claim (from the time you receive the package) by calling our offices at (800) 281-8860 . Registered service centers have up to 30 days.

Please note that there is a 25% restock fee for all opened, unopened and non-defective parts. These fees are assessed on a case-by-case basis for registered service centers.

RMA Process:

Please call into our office at (800) 281-8860 and we will be happy to help you start your warranty claim or RMA process. If you can't get a hold of anyone, you may email us, but we encourage you to try calling again because we don't typically start an RMA process over email. Due to our high call volume, we apologize if we can't get to your call immediately. More information can be found on the RMA Knowledge Base page.

Diagnostic and restocking fees are refunded or waived if the lamp or part is defective, please see our testing information page.

International Customers: Please make sure the lamp or part is the component you require. We cannot cover shipping costs should your lamp fail within the warranty period. It's the responsibility of the customer to pay for shipping a product back to our facility to testing or for returns.