Her explanation was that someone bought it, and refused it upon receiving it, so it went to the RMA warehouse.
Assuming this is true, then it should be sold as an open box item, assuming there's nothing wrong with it. There's no way for them to know if the contents were damaged in shipping, regardless if the box was opened by the customer or not.
In either case, you're deserving of a new product, which is what they made right.
Having a friend of mine purchase a monitor that size recently (a hannspree), I will say the stock of these things are pretty limited at the stores we checked out, so I theorize that there may have been a stock issue that started this out. I guess be glad the item didn't go into backorder.