GENERAL RETURN POLICY

All returns require a Return Material Authorization (RMA) number.  Customer Service reviews requests based on the following guidelines.  The policy is subject to change based on manufacturer’s guidelines and requirements.  CompuCom reserves the right to reject any return that a manufacturer will not accept.

CLIENT RESPONSIBILITIES

Please contact Customer Service at 800.801.2059 or customerservice@compucom.com .  Returns of any type will not be accepted without an RMA number.  For prompt service, please have as much of the following information available as possible: Client name, Client account number, original invoice number(s), Client purchase order number(s), part number(s), serial number(s), SKU(s), quantity, product condition, whether the product has been opened or is manufacturer sealed, and reason for the return request.

The Client is responsible for shipping charges on returned items and all risk of loss. CompuCom recommends that all shipments have full insurance coverage and use a carrier that can provide proof of delivery. CompuCom will provide prepaid shipping labels or credit client’s one-way shipping charges for returns that are caused by CompuCom error.

If the original box is not suitable for shipping, the Client is responsible for repacking the product to avoid damage to the original packaging and the product itself.  Boxes made of thin cardboard with clear plastic wrapping is an example of boxes that may need to be repackaged or over-boxed that may be subject to damage.

The Client should discuss the possibility of restocking fees being assessed with Customer Service.  Customer Service will be able to provide the amount and reason for the fee(s) on a case-by-case basis.

All approved RMA’s should be shipped to the address provided by the Customer Service team.  Clearly mark an adhesive shipping label with the RMA information and place it on the box.

THE ORIGINAL MANUFACTURER'S BOX MUST NOT BE WRITTEN UPON.  DO NOT PLACE SHIPPING LABELS OVER SERIAL NUMBERS.

PERMISSIBLE TIMEFRAME FOR RETURN

CompuCom provides a twenty-one (21) day return policy.  All requests for an RMA must be made within twenty-one (21) days from the invoice date.  RMA numbers issued by CompuCom are valid for ten (10) days only.  The product must be returned to CompuCom or directly to the manufacturer within this timeframe.  RMA numbers will not be extended or reissued.  RMA product received with an expired RMA number may be refused or returned to the client at their expense and may be charged a $50 processing fee.

DOA PRODUCT

Product that has never worked may be Dead On Arrival (DOA) and will be repaired, replaced, or credited according to the manufacturer’s warranty and at CompuCom’s discretion.  Clients should contact CompuCom FSST, 800.366.3888 or the manufacturer directly and open a service call for DOA warranty repair assistance. Products returned as DOA may be tested.  Products found not to be DOA may be returned to the customer at the customer’s expense and charged a twenty-five percent (25%) restock fee. 

DEFECTIVE PRODUCT

Products which are not functioning according to the manufactures instructions may be defective.  Defective return requests will be subject to the restrictions of the manufacturers specific warranty policies.  Clients must first contact CompuCom FSST, 800.366.3888 or the manufacturers directly (Lenovo 800.426.7272 or HP/Compaq 800.474.6836) and open a service call for warranty repair or replacement before a CompuCom RMA will be issued.  Products inoperable or non repairable under warranty will be considered for replacement or credit at CompuCom’s discretion.

DAMAGED PRODUCT

If product arrives with damage that is visible or likely to have affected the contents of the boxes, the preferred method of handling it is to refuse delivery of the shipment due to damage by the carrier and notify Customer Service.  The carrier will be responsible for returning it to CompuCom.  The Client must note the reason for refusal on the carrier’s ‘attempted delivery’ record.  If the damaged shipment is accepted, the recipient must note all known and visible damage on the carrier’s ‘delivery record’ in order for CompuCom to file a damage claim.  The recipient must save the product and all packing it arrived in and notify Customer Service immediately so a carrier inspection and pickup can be arranged.  Failure to follow these instructions or to report damage within five (5) days from the invoice date will result in the request being denied as out of return eligibility

NON-DEFECTIVE RETURNS

Non-defective returns are accepted for credit or exchange at CompuCom’s discretion.  Specific manufacturers have more restrictive polices and do not accept open box returns, including HP/Compaq, Lenovo, and IBM.  Manufacturer policies are subject to change without notice.  All non-defective returns which are unopenedmay be subject to a fifteen percent (15%) restock fee.  All non-defective open returns are subject to a twenty-five percent (25%) restock fee. 

For all non-defective unopened or opened returns which are not returnable to the manufacturer/supplier, the AE’s gross margin dollars will be charged for the average difference in the cost of the product and recovery cost after product disposition.  This will be reflected on the AE’s monthly commission statement. 

RETURNED PRODUCT RECEIVED MUST BE 100% COMPLETE.

All original manufacturer’s protective packaging (including electrostatic protection), manuals, software, documentation, cables or other accessories originally shipped with the product, blank warranty cards, and original UPC codes on the box must be included in the return.  Incomplete returns may be returned to the Client or assessed an incomplete return fee of up to twenty-five percent (25%) in addition to any other fee(s).

Returns received with the original manufacturer’s box written upon or where the Client did not use an adhesive shipping label may be assessed a defaced carton fee of fifteen percent (15%) in addition to any other fee(s).

CompuCom reserves the right to charge an additional twenty-five percent (25%) restock fee for product approved for return as unopened but received in open condition.

RESTRICTIONS ON RETURNS

The following is an example of products not authorized for return:

• HP/Compaq CTO (Configure To Order)
• Toshiba BTO (Build To Order)
• Dell (including DOA)
• Apple BTO (Build To Order)
• Cisco
• SUN
• Opened software
• Software licenses (MLP’s, MOLP’s, MSOL’s, etc.) unless first authorized by the manufacturer
• Special order product
• Discontinued or obsolete product
• Duplicate CD’s
• Consumable product (printer toner, batteries, etc.)
• Product not purchased through CompuCom (customer supplied product)
• Warranty upgrades

The following is an example of items that will not receive credit:

• Configuration charges
• Freight charges

SMALL DOLLAR RETURNS

Return requests for items with a total value of less than $25 will be approved or denied by Customer Service.  Requests which have been approved for a small dollar credit the client should send the product back to the address below.

CompuCom

700 W. Bethel Rd.

Suite 300

Coppell, TX 75019

OVERGOODS

Overgoods are unauthorized returns.  Products returned to CompuCom without a valid RMA number will be considered Overgoods.  The Overgoods may be returned to the Client and the Client may be charged a $50 processing fee per shipment returned, plus related freight charges.  If the Client refuses the shipment of Overgoods from CompuCom or returns the Overgoods to CompuCom a second time without CompuCom’s prior authorization, the Client agrees to relinquish all right and title to and waives all claims against CompuCom for credit related to such products.