CDW Return, Refund and Exchange Policy

CDW Order Policies:

Read below for CDW Order Return and Refund Policy, Price Match Policy, Exchange and Cancellation Policy.

CDW Return, Refund, and Exchange Policy

Return Policy Overview

CDW allows customer returns based on the policies of the original product manufacturer. All returns must be processed through CDW’s Return Merchandise Authorization (RMA) system.

Return Time Limits

• Within 30 days from invoice date: Returns can be for exchange, replacement, refund, or credit at CDW’s discretion
• After 30 days: If the product is accepted, credit will be issued toward future purchases only
• Manufacturer restrictions: Specific manufacturers may have more restrictive return policies and may be subject to return fees

RMA Process

Initiating a Return

1. Contact Customer Relations at 866-SVC-4CDW (866-782-4239) or email CustomerRelationsReturns@WEB.CDW.COM
2. Alternatively, request an RMA through your CDW account online:
   • Access Recent Orders history
   • Go to Order Details page
   • Select “Request a Return” in Product Details section
   • Select items to return and detail the reason for request

RMA Number Validity

• Your approved RMA number is valid for 10 calendar days
• RMA number must be included with returned merchandise

Return Shipping Requirements

Customer Responsibilities

• Shipping fees to CDW are your responsibility
• Recommend insuring return items as CDW is not liable for merchandise lost or damaged in return shipping
• All international duty fees must be paid by the sender

Return Address

CDW
Attn: Returns Dept. / RMA # ____________
220 North Milwaukee Ave.
Vernon Hills, IL 60061

Recommended Carriers

• Lightweight orders: UPS, Federal Express, DHL
• Heavyweight orders: AIT

Packaging Requirements

RMA Number Placement

• Clearly note RMA number on shipping label of each box
• May write RMA number on shipping box
• Do NOT record RMA number on original manufacturer’s box

Complete Returns Required

Return box must contain all items from original shipment:

• Original manufacturer’s box and packing material
• All accessories
• UPC bar codes
• Manuals
• All other items included with original shipment

Special Instructions for Printers/Copiers

• Remove all toner and ink cartridges to prevent spillage
• Package toners/cartridges separately in another box or sealed in plastic bag within return box

Multiple Package Returns

• Make photocopies of return address emailed to you
• Tape one address label on each package
• Use clear tape or clear carrier pouch with self-adhesive back
• Securely pack all boxes to prevent damage during shipping

CDW Processing Upon Receipt

Processing Actions

Upon receipt of return, CDW will:

• Replace, exchange, or repair product as indicated in RMA application
• Return product at CDW’s expense using same shipping method customer used

Credit Processing

• If purchase price is to be credited to account, CDW will post credit within 24 hours of receiving product at distribution center

Software Return Restrictions

Physical Software

• Software is not returnable if packaging has been opened

Electronic Software

• Software distributed electronically is not returnable if licenses were downloaded

Damaged Products

Notification Requirement

• Customers must notify CDW Customer Relations of any damaged products within 15 days of receipt

Exchange Policy

Exchange Options

• Exchanges are available within 30 days from invoice date
• Subject to CDW’s discretion
• Must follow standard RMA process
• Exchanges processed as indicated in RMA application

Refund Policy

Refund Processing

• Refunds available within 30 days from invoice date at CDW’s discretion
• Credits posted within 24 hours of product receipt at distribution center
• After 30 days: Credit issued toward future purchases only

Refund Method

• Refund checks issued according to information on the account under which order was billed

Will Call Returns

• Customer returns can be processed at CDW Will Call location
• Pre-approved RMA recommended for efficiency
• Location: Vernon Hills, IL

CDW Customer Service:

Telephone Number: +1 847-465-6000
Email ID: customercare@cdw.com

CDW Headquarters Address: 200 N Milwaukee Ave Vernon Hills, IL 60061

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