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Purchase Returns
Introduction
This article will explain Electric's return policies for hardware purchased from Electric.
Important: Please note that all return requests must be submitted to Electric within 10 calendar days of item delivery. The 10-day period begins on the date of delivery as confirmed by tracking information or delivery receipt.
To initiate a return, contact our order support team at product-support@electric.ai. Please include your order number and reason for return for faster processing.
Return Scenarios
Delivery Issues
If an item cannot be delivered it will be marked as Return To Sender by our carrier. RTS items will be sent back to our distributor to be assessed and restocked.
You will not be charged for the return shipment. You will be issued a refund once the distributor approves the return. See the Refunds section below for further details.
Undamaged Items
If an undamaged item needs to be returned, submit a request to Electric to begin a return request.
If your request is approved, Electric will supply a printable return shipping label for a fee. Costs will vary based on the size and type of device being returned. Shipping multiple devices may require additional shipping labels.
Shipping fee to return device accessories/peripherals = $40/label
Shipping fee to return computers and monitors = $60/label
The shipping label will be provided via email.
Under-performing device
If you are inquiring about a return due to device performance reasons, manufacturers typically require you to start by initiating a warranty support request.
If the manufacturer recommends a return they will issue you a support case number. Please provide the case number when submitting the return inquiry to Electric for quicker processing of your request. See the Device warranty section for more information.
Damaged Items
If an item or package is damaged in transit, we ask that the delivery recipient refuse delivery. This will allow the damaged device to be returned to the distributor at no cost.
If an item is found to be damaged upon unboxing, immediately contact Electric to initiate a return request.
Returns for damaged items typically require pictures to be submitted to receive a refund. Please include the following images when submitting a return request for damaged items:
The item package showing any damage
The item showing any damage
The serial number and model info on the box, if available
The serial number and model info on the item, if available
The distributor will review the details and images prior to approving the return.
If the distributor rejects the return, no refund will be issued.
If the return is accepted, Electric will supply a shipping label for the recipient to send the item back to the distributor at no cost.
Once the item has been received and processed by the distributor, a refund will be issued. See the Refunds section below for further details.
Return Policy for Apple Devices
Standard Apple devices and accessories follow the above requirements. However, configure-to-order (CTO) MacBooks, which have non-standard specifications, are not able to be returned.
If there are issues with a CTO MacBook, you will need to contact Apple for support and warranty services.
Refunds
Refund amount and time to issue the refund is subject to an internal review of the order, as well as the results of the intake assessment performed by our distributor. If everything is approved, refunds are typically issued two weeks after the item was received by the distributor.