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Return Policy

Unless you have a separate written agreement with TTWILI, the return of hardware and software purchased from TTWILI (collectively, "Product") is subject to specific manufacturer, publisher, or distributor restrictions.

  • Suppliers may provide limited or no returns of Products.
  • If the supplier accepts returns, you may return Product and TTWILI will assist in its replacement or grant you a credit against future purchases in an amount equal to the original purchase price and freight paid for the Product less any applicable restocking fees.
  • You are responsible for shipping charges and risk of loss on all return shipments.
  • Returns are subject to the Return Conditions processes below.
  • If you fail to return the Product within the applicable return policy period or if the Product does not meet the Return Condition and processes under this Return Policy, the Product is considered accepted by you and not returnable.

Return Conditions

Permitted Product Returns

Hardware:

If permitted by the manufacturer's return policy, hardware, accessories, peripherals, and parts may be returned if: 1) the packaging is unopened and still in the manufacturer's sealed package, and 2) returned within 30 days from the date of shipment.

Software:

Software may be returned if permitted by the publisher's return policy. If the publisher does not allow the return of software, you may not return the software to TTWILI.

Damaged Products:

  • Packages that are obviously damaged should be refused at the time of original delivery attempt.
  • If damaged Products are accepted from the carrier, contact TTWILI Customer Service within 2 days after receipt of shipment to arrange for a carrier inspection and a pickup of the damaged Products.
  • All damages should be noted on the carrier delivery record prior to the driver leaving your premises.
  • Save the Product and all original box and packaging.

Timely receipt of this information is necessary to file a damage claim with the freight carrier and avoid delays in returns and replacements.

Order Discrepancies:

All order discrepancies (shortages, mislabeled product, or overages) must be reported to TTWILI Customer Service within 5 days of receipt of shipment.

Defective/Dead on Arrival (DOA):

Report DOAs to TTWILI Customer Service within 10 days of receipt of shipment. Some manufacturers and publishers require DOAs to be handled directly through them. In such cases, TTWILI Customer Service will provide the manufacturer's contact information.

Non-Returnable Product (not all inclusive)

The following Products cannot be returned to TTWILI:

  • Discontinued items
  • Special order items
  • Items for which manufacturers will not accept returns
  • Custom configurations of systems
  • Open units, and/or units which require re-packaging
  • Units in an unsuitable resale condition
  • Closeout, remanufactured, and refurbished Products

Process

All returns must have a TTWILI return material authorization (RMA) number. If the return meets TTWILI return guidelines, you may obtain an RMA number by contacting:

  • TTWILI Customer Service at 1-833-285-7555 between 9:30 a.m. and 5:00 p.m. Eastern Standard time; or
  • By email, RMA Request

To expedite a return, please have the following information on hand when requesting an RMA number:

  •  Client Account Number
  • Order Number
  • Serial Number (if applicable)
  • A description of the issue and whether the manufacturer's seal has been broken.

Once the RMA number is issued, please note:

  • RMA numbers issued by TTWILI are valid for 10 business days only. Product authorized for return must be received within such time period at the facility identified on your RMA instructions.
  • RMA numbers cannot be extended or re-issued.
  • Clearly mark each address label of each package being returned with the RMA number. Note: Do not write on the vendor's box.
  • TTWILI strongly recommends using a reputable shipping carrier capable of providing proof of delivery, as well as properly packing and fully insuring return shipments.
  • All returns MUST be 100% complete and contain:
    1. ALL original boxes and packing material;
    2. Have original UPC codes on the manufacturer's or publisher's boxes; and
    3. Contain all blank warranty cards, accessories, and documentation provided by the manufacturer or publisher.

Incomplete returns may be returned to sender or subject to a minimum 25% restocking fee at TTWILI's sole discretion.

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