TechSoup Exchanges and Returns

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

Downloadable Products Cannot Be Exchanged or Refunded

Product donations that are delivered by download (ESD) are the biggest category of product donations that we can't exchange or refund. 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, Refurbished Computer Initiative, and Adobe Products

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

• Microsoft
• Cisco
• IKON
• Refurbished Computer Initiative
• Special Guidelines for the Adobe Donation Programs
• Boxed products from the main Adobe Donation Program, the Adobe Special Donation Program, and TechSoup Limited cannot be returned or exchanged, and administrative fees cannot be refunded.

General Guidelines for Returns

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

When you receive a shipment 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.

You can return products if:

• They 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 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.

You cannot return products if:

• The products were downloaded.
• The products were from the Adobe Donation Programs.

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, and check refunds will be mailed within four to six weeks of receipt.

Please do not contact our technology partners with questions about products received through TechSoup. If you have questions about the items in your shipment, or if there is a problem with your donation, please contact TechSoup Client Services.

Exchanges

If you would like to exchange the item you originally received for another 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 from exchanges to new requests at this time.

Exchanges are subject to the restrictions of the program involved. For example, if your exchange gave 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 allow organizations to receive a fixed quantity of technology products in a TechSoup 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 website. At this time, our system cannot reset your number of products received after you returned an item. Therefore, our database might show that you have exceeded the number of products allowed by the program restrictions. Faxing your request will bypass this technical issue.

Donation Request Fax Form

To Exchange or Return Products

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

TechSoup Returns
322 Ritch Street
San Francisco, CA 94107

If you have any questions about the TechSoup exchanges and returns policy, we would be happy to assist you. Please contact TechSoup Client Services.