CDW Global Returns Policy

In general, there is a 30-calendar day return policy—measured from date of invoice (“Return Period”)—on most physical Products (reference Section “C” below) sold in the US, Canada, UK and the rest of the world by the CDW entity fulfilling the order (“Seller”). Due to Original Equipment Manufacturer (“Manufacturer”) restrictions, virtual Products are generally non-returnable, with exceptions outlined in Section “C” below.

For all Product returns, Manufacturer restrictions apply. To ensure compliance with international trade regulations, there may be additional conditions or required customs documentation for the return of Products to Seller. This may include items that fall under export control laws. Further details can be provided upon request.

All Products MUST be returned in the original packaging and MUST contain all delivered components, including packing materials, cables, blank warranty cards, manuals and accessories.

Manufacturer Warranty: Manufacturer warranties are unaffected by this return policy. Outside of the Return Period, Customers should contact Manufacturers directly with respect to any returns.

We care about your experience at CDW. If you have any questions or need help, please reach out to your Account Manager or contact Customer Relations using the information below.

All Product returns require Seller written authorization, are subject to Manufacturer restrictions and are at Seller’s discretion. Returns to Seller will only be accepted with a Seller-approved RMA (Return Merchandise Authorization) number. After approval of the RMA, Products must be received by the Seller within ten (10) calendar days. Customer can get an RMA number by providing the following information to Seller:

• Customer name
• Invoice number
• Product serial number
• Quantity
• Reason for return
• Package condition (open box, Manufacturer sealed, defective with original packaging, etc.)
• Manufacturer tech support case number (when required by Seller)

If a Product is returned without a valid RMA or returned later than the time referenced above after the RMA request, it will be refused and no credit, replacement or exchange will be issued.

Restocking Fees: If a Product is returned outside of the designated Return Period or is returned for reasons other than a defect or error solely attributable to the Seller (such as if the Product is no longer needed or wanted by the Customer), the Seller reserves the right to assess a restocking fee. This fee may be up to 15% of the original amount billed for the Product. This fee will offset costs incurred by the Seller associated with processing the return and preparing the Product for resale. The restocking fee will be deducted from any credit issued to the Customer for the returned Product or, if applicable, charged to the Customer in a subsequent invoice.

Return Shipping Costs: The Seller will be responsible for the cost of return shipping for any returns that are deemed to be the result of the Seller's error (e.g., defective product, incorrect item shipped). In all other cases, the Customer will be responsible for the cost of return shipping.

Product No Longer Wanted/Needed: Seller will provide a credit for the originally billed amount if a Product is returned within the Return Period defined in Section “A” above. Restocking fees may apply.

Damaged or Defective Products: For issues with damage to packaging or Products during transit, see Section “D” below.

For all other Damaged or Defective Products: Seller will provide a Product exchange or credit for the originally billed amount if the Product is returned within the Return Period (See Section “A”). Seller is responsible for the cost of shipping replacements or exchanges of returned Products and will use reasonable efforts to match the original shipping method. Damaged or defective Products that are not returned within the Return Period are not eligible for return or exchange. If Seller determines that the Product was not defective after testing, Customer may be subject to a restocking fee. Otherwise, Seller may return the Product to the Customer, at the Customer’s expense.

Custom or Bespoke Orders: Products that are specially ordered, staged or configured to Customer specifications are not returnable, cancelable, nor eligible for credit, replacement or exchange, unless otherwise agreed in writing within the order documentation. If Seller grants an exception and accepts the return, Seller may charge a restocking fee. No credit will be issued for the original delivery, installation and configuration charges for such Products, and a charge for de-configuration will be made where applicable.

Virtual Products: Due to Manufacturer restrictions, virtual Products, such as software, licensing, warranties, and electronic deliveries, are considered non-returnable. Solely where authorized by the applicable Manufacturer, exceptions for virtual Products may be accepted for return within thirty (30) calendar days from invoice date, provided the Product was not activated or used in any way. Customer should contact Seller for assistance and authorization.

Damaged Packaging: If an un-opened box or the outer packaging of Product arrives at Customer’s location damaged, Customer must:

1. Note the damage on the carrier’s delivery record so that Seller may file a claim.
2. Retain, as is, the damaged Product AND the original box and packaging it arrived in.
3. Provide the Seller with pictures of the damaged Product and packaging as soon as reasonably possible.
4. Within fifteen (15) calendar days from delivery, notify Seller to arrange for carrier’s inspection and pickup of the damaged Product.
5. Keep damaged Product at original receiver location. Any damaged Product shipped to any other location will result in a denied claim.

Over/Short/Inaccurate/Damaged Products:

1. Customer must promptly open the outer packaging and inspect the Products for any OSD (over, short, or damaged) Products, verify that the correct Products were sent and where applicable, verify Manufacturer’s part number and/or serial number. 
   
2. If there are discrepancies, Customer must make note of these on the freight carrier’s documentation and contact the Seller within fifteen (15) calendar days of receipt, otherwise Customer will be deemed to have accepted the Product as-is and will be liable for the cost of OSD Product. 

Lost Products: If Customer does not receive their shipment as expected, Customer is obligated to notify Seller within ten (10) calendar days of the anticipated delivery date to allow Seller to file a claim for the undelivered Products. Failure to notify Seller within this timeframe absolves Seller of any responsibility or liability concerning the non-delivered Products.

Notwithstanding anything else in this Section “D”, in the case where Customer provides its carrier account number to Seller or Customer selects a carrier that does not ship regularly for Seller, title and risk of loss pass from Seller to Customer upon delivery by Seller to the carrier (F.O.B. Origin, freight collect).

If, in an accepted order, Customer indicates that it requires Seller to hold the Products, this will be subject to Customer’s binding acceptance of Seller’s stockholding or other storage agreement, which shall be provided to Customer upon request.