TechSoup Stock Exchanges and Returns

We understand that sometimes you might have requested the wrong product, or we shipped the wrong one, or the product arrived damaged. If you let us know promptly and the product has not been opened, in most cases we can make an exchange or can refund the administrative fee. In other cases, we won't be able to. This page gives the details of when exchanges and returns can happen and how to go about doing them.

Downloaded Products Cannot Be Exchanged or Refunded

The big category of products that we can't exchange or refund are products that are delivered by downloading them. We must consider these installed and in use as soon as the request is approved and the administrative fee is received.

Special Exceptions for Microsoft, Cisco, IKON, Sun, and Refurbished Computer Initiative Products

The Microsoft, Cisco, IKON, Sun, and Refurbished Computer Initiative programs have special guidelines for exchanges and returns. Click the following links for details:

• Microsoft
• Cisco
• IKON
• Sun
• Refurbished Computer Initiative

General Guidelines for Exchanges and Returns

These guidelines apply to most TechSoup Stock donation and discount programs. For important exceptions, see the previous section.

• You can always exchange or return damaged or defective products, even if they have been opened.
• You cannot exchange or return downloaded products.
• You can exchange or return boxed products or products supplied as unboxed CDs or DVDs under the following circumstances:
  • You have not opened the original packaging.
  • You received the shipment no more than 60 days ago.
  • The box or disc is not one of several that were donated as a single unit or bundle.
• Refunds for returned products will be issued using the same method of payment that was used for the original order. Credit card refunds will be issued within 5 business days of receipt of the returned items, and check refunds will be mailed within four to six weeks of receipt.

When you receive a shipment from TechSoup Stock, please examine the contents of the box before you open the manufacturer packaging to make sure your order has been fulfilled correctly.

Please do not contact our technology partners with questions about products received through TechSoup Stock. If you have questions about the items in your shipment, or if there is a problem with your order, please call TechSoup Stock Customer Service at (800) 659-3579 x700 or (415) 633-9300 x700.

Exchanges

If you would like to exchange the item originally received for a product that carries the same administrative fee, we will send out the preferred product once the original item has been returned to inventory.

If the item you want to exchange carries an administrative fee that is different from the product you prefer, you will need to return the original item for a refund and then request the second product separately. Unfortunately, we are unable to apply credit to new requests at this time.

Exchanges are subject to the restrictions of the program involved. For example, if your exchange would give you three copies of a product, and you are restricted to only two, the exchange would not be allowed.

Subsequent Requests

Many of the donation programs at TechSoup Stock allow organizations to receive a fixed quantity of technology products in a TechSoup Stock fiscal year, July 1 to June 30 (Microsoft is not one of these programs).

If you have returned a product and later want to request another product from that same program, you might need to place that request by fax, rather than on the Web site. At this time, our system cannot reset your number of products received, so our database might show that you have exceeded the number of products allowed by the program restrictions. Faxing your request will bypass that technical issue.

To Exchange or Return Products

Package items securely in a sturdy shipping box. Enclose a note that references your order number and describes the reason for return. Mail to:

TechSoup Stock Returns
322 Ritch Street
San Francisco, CA 94107

If you have any questions about the TechSoup Stock exchanges and returns policy, we would be happy to assist you. Please email TechSoup Stock Customer Service at customerservice@techsoup.org or call us at (800) 659-3579 x700 or (415) 633-9300 x700.