There might be a time when you've requested a product for the wrong platform (Mac instead of Windows), or we shipped the wrong one, or the donation may have arrived damaged. If you notify us as soon as possible, we may be able to approve an exchange or refund for the administrative fee. This page provides guidelines for when exchanges and returns may happen and how to go about requesting them.
General Guidelines for Exchanges and Returns
Downloadable Products and Subscriptions
Product donations that are downloaded over the Internet through electronic software distribution (ESD) or online subscription services cannot be exchanged or refunded. We must consider these installed and in use as soon as the request is fulfilled and the administrative fee is paid.
When you receive a shipment of software from TechSoup, please examine the contents of the box before you open the manufacturer's packaging to make sure your request has been fulfilled correctly.
An exchange or return of installation discs may be approved if
- The discs arrived damaged or defective, even if they have been opened
- The product is boxed, or supplied as unboxed CDs or DVDs, under the following circumstances
- You have not opened the original packaging (shrink wrapping)
- You received the discs no more than 60 days ago
- The box or disc is not one of several that were donated as a bundle
- The disc shipped is for the wrong operating system platform (Mac instead of Windows)
Hardware and Special Exceptions
Some donation programs have special guidelines for exchanges and returns. Some also have special warranties and instructions for hardware product's end-of-life.
Requesting an Exchange or Return
If you need to request an exchange or a return please contact TechSoup Customer Service. Your request will be reviewed based on the guidelines above and, if approved, further instructions will be provided.
Refunds for returned products will be issued using the same method of payment that was used for the original request. Credit card refunds will be issued within five business days of receipt of the returned items. Check refunds will be mailed within six to eight weeks of receipt. We are unable to apply credit from returns to new donation requests at this time.
Canceling a Request
You can cancel a request if it has not yet been processed by logging in and finding the request under your Donation Request History. Requests that can be canceled will display a Cancel link in the Status of Request column. Canceling your request will reset your organization's eligibility for the products that were in the request.
If you don't see a Cancel link, your request can't be canceled because distribution of all products in your donation request is either complete or is currently underway.