U.S. Return Policy
Direct (applies only to purchases directly from Dell — by internet, phone or Dell Direct Store)

 

Dell values its relationship with you, and offers you the option to return most products you purchase directly from Dell. You may return eligible products for a credit or a refund of the purchase price paid, less shipping and handling, and any applicable restocking fees, as set forth in detail below.

21-Day Return Period for Certain Products and Accessories: Unless you have a separate agreement with Dell, or except as provided below, all hardware, accessories, peripherals, parts may be returned within 21 days from the date on the packing slip or invoice for a credit or a refund of the purchase price paid, less shipping and handling, and any applicable restocking fees (as further described below). Any product returned to Dell without prior authorization from Dell will be considered an unauthorized return, and the customer will not receive credit for the product and Dell will not ship the product back to you.

Exceptions to Dell's 21-Day Return Period:

  • Software may not be returned at any time, unless the software being returned is:
    1. Application software or operating systems installed by Dell on a returnable system which is being returned within the applicable return period; or
    2. Media-based software that is unopened and still in its sealed package or, if delivered electronically, software that you have not accepted by clicking "I agree to these Terms and Conditions."
  • Except as otherwise set forth herein, new PowerEdge™, PowerConnect™ and PowerVault™ products purchased directly from Dell may be returned within 30 days from the date on the packing slip or invoice.
  • Unless you have a separate agreement with Dell, or except as provided below, all returnable products purchased directly from Dell by large enterprise or public customers may be returned within 30 days from the date on the packing slip or invoice.
  • Dell EqualLogic™ and EqualLogic-branded products, Dell|EMC and EMC-branded products, Dell Compellent™ and Compellent-branded products, Dell KACE™ and KACE-branded products, Dell Force10™ and Force10-branded products, PowerVault ML6000 tape libraries, PowerVault DL and DR products, Dell SonicWALL™ and SonicWALL-branded products, Dell Wyse™ and Wyse-branded products, Dell Quest, Quest, ScriptLogic and VKernel branded products, Dell Software branded products, Dell AppAssure™ and AppAssure™ branded products, Dell StatSoft and StatSoft-branded products, non-Dell-branded enterprise products, enterprise software, and customized products may not be returned at any time.
  • Licenses purchased under any type of volume license agreement may be returned only with the express approval of the publisher, which in many circumstances will not be granted.
  • Non-Dell branded mobile phone offers fulfilled by third-party partners are subject to partner return policies, which may have shorter return periods.
  • Consumer, Small Business and Member Purchase Program (MPP) purchases eligible for the Easy Returns program may be returned within 30 days from the date on the packing slip or invoice. 
 

Restocking Fees: Unless the product is defective or the return is a direct result of a Dell error, Dell may charge a restocking fee of up to 15% of the purchase price paid, plus any applicable sales tax.
 
Promotional Items: If you return a purchased item that qualified you for a discount, promotional item or promotional card ( for example, buy a service, get a computer half off; buy a computer, get a free printer; buy a TV, get a promotional gift card) and either (i) do not also return the discounted or promotional item or (ii) have already redeemed the promotional card, Dell may deduct the value of the discount, promotional item or redeemed card from any refund you receive for the return of the purchased item.

How to Return a Product: Before returning a product, you MUST first contact Dell customer service and obtain a Credit Return Authorization (CRA) number before the end of the applicable return period. Dell will not accept returns without a CRA number. To find the appropriate phone number or to send an email to customer service to request a CRA number, go to www.dell.com/contact or see the "Contacting Dell" or "Getting Help" section of your customer documentation. NOTE: You must ship the product to Dell within 5 days of the date that Dell issues the Credit Return Authorization number and MUST follow these steps:

  • Ship back all products you are seeking to return to Dell and for which you received a CRA number. For partial returns, your credit may be less than the invoice or individual component price due to bundled or promotional pricing or any unadvertised discounts or concessions.
  • Return the products in their original packaging, in as-new condition, along with any media, documentation and any other items that were included in your original shipment.
  • Ship the products at your expense, and insure the shipment or accept the risk of loss or damage during shipment.

Upon receipt of your return, Dell will issue a credit or a refund of the purchase price paid, less shipping and handling, and any applicable restocking fees subject to this policy.

Note: Before you return the product to Dell, make sure to back up any data on the hard drive(s) and on any other storage device in the product. Remove any and all confidential, proprietary and personal information as well as removable media such as flash drives, CDs and PC Cards. Dell is not responsible for any confidential, proprietary or personal information; lost or corrupted data; or damaged or lost removable media that may be included with your return.

Rev. 05012014