Contents

• Upon Receiving Your Package
• How to Request a Return and Refund
• End-of-Life Options

Upon Receiving Your Package

We recommend that you follow these steps immediately when your package arrives.

1. Inspect and open the package.
2. Examine the product for physical damage.
3. Check that all components are included.
4. Confirm that the hardware is what you requested.
5. For laptops, tablets, and mobile devices, fully charge the battery.
6. Turn on the hardware.
7. Store all documentation included with the product in a safe place. It contains important information such as license keys that you may need later.

If the shipping package or device arrives in poor condition, please document the affected areas with photos or videos before opening a warranty support ticket. This will help our team quickly verify the issue and provide support as efficiently as possible.

Your warranty begins when your request is fulfilled by TechSoup. It covers hardware and component failure, including all parts and labor costs, shipping fees, and customer support. Learn more about your TechSoup warranty.

How to Request a Return and Refund

Open a Warranty Support Ticket to request a return and refund.

• You must report any shipping damages within 48 hours of delivery for your device to be eligible for return.  
• Other issues or incorrect shipments must be reported within 30 days of delivery. 
• Refund requests must be completed within 30 days of delivery. 
• For hardware issues that occur past the initial 30 days, refer to our standard warranty policy.

If the refund is approved, organizations are required to return the hardware within 7 days. Learn more about what to do if you have problems with a request.

End-of-Life Options

When your hardware reaches the end of its life, send it back for free and responsible recycling with the Refurbished Computers End-of-Life TakeBack Program.