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Order and Return Policy

 

Pricing and Availability 
We make every effort to have accurate pricing online. However, we always verify prices as part of our shipping procedures.
  • If an item's correct price is lower than our stated price, we charge the lower amount and ship you the item. 
  • If an item's correct price is higher than our stated price, we contact you for instructions before shipping.
 
Due to the nature of our business, availability fluctuates depending on the product. The Inventory on our website is live and constantly updated. We make every effort to keep all items in stock. If we cannot fill an order immediately, we will contact you to determine if you want to partially ship the available items or wait until we can process the entire order.
 
Product Condition Codes
The last two digits of the part number indicates the product's condition (new, refurbished, previously demo'd, used, etc.).
An example is part number 8659-41Y-01. The "-01" indicates a product condition code of "01", in this case indicating that it is brand new equipment, factory-sealed.
For a detailed list and description of our products' condition codes, go to Product Condition Codes.
 
Warranty Policy 
(e.g.: 8659-41Y-01 The 01 implies brand new factory sealed equipment) 
Warranty from Manufacturer:
  • 01 - Brand new equipment, factory sealed: 1-3 year warranty.
  • 02 - New equipment, bulk, non-retail packaging: 1-3 year warranty.
  • 04 - Demo equipment that has been opened for short term use: balance of OEM warranty.
  • 08 - OEM factory refurbished equipment: 30 days - 3 year warranty .
 
Warranty from ITXchange: 
90 Day General Warranty and 5 day DOA Warranty
  • 01 - Brand new equipment, factory sealed.
  • 02 - New equipment, bulk, non-retail packaging.
  • 03 - New equipment, factory sealed: 1 year return to depot ITXchange warranty. (No OEM Warranty)
  • 04 - Demo equipment that has been opened for short term use, may or may not have original retail box.
  • 05 - Demo equipment that has been opened for short term use, may or may not have original retail box, no OEM warranty.
  • 06 - Used, refurbished equipment Grade A - fully functional, may or may not have an O/S (read product description), no manuals.
  • 07 - Used, refurbished equipment Grade B - fully functional, may or may not have an O/S (read product description), no manuals, up to 2 cosmetic imperfections which do not impede use.
  • 08 - OEM factory refurbished equipment.
 
5 day DOA Warranty Only
  • 10 - Used equipment Grade C - not refurbished, functional, heavy wear and tear or 3+ cosmetic imperfections which may or may not impede use depending on the application. Description of defects available from your sales representative.
  • 15 - Equipment requiring minor parts to become working equipment.
 
No warranty on condition code 09 product - sold "as-is". 
No warranty on condition code 06, 07 printer consumables including toner and ink cartridges. 
No warranty on cc06, 07 laptop batteries or UPS batteries. 
 
Return Merchandise Authorization (RMA) Policy
  1. All products must be purchased originally from ITXchange (ITX).
  2. ITX reserves the right to repair, replace or credit any defective product that is covered by ITX warranty.
  3. All products must be returned in their original condition, including original packaging. All original components including manuals, software, keyboard, mouse, etc. must be returned. Any opened, unsealed product being returned will, at the sole discretion of ITX, be refused or re-audited and subject to a 15% or minimum $25 restock charge.
  4. Claims for "Defective On Arrival" product (DOA) must be made within 5 days of receipt of goods. All discrepancies, damages, short/mis-ships or short box claims must be reported within 2 days of receipt. Return freight is the responsibility of ITX.
  5. Requests for return of working product for a credit, must be made within 15 days of original Invoice date and a minimum restock fee of $25 CAD/USD/EURO or $15 GBP will be applied. Requests for return of working product for credit on orders less than $100 CAD/USD/EURO or 50 GBP will be for exchange only. Product being returned under ITX General Warranty must be reported within the 90 day warranty period. Return freight is the responsibility of the Customer. There are no returns of any kind on special order products.
  6. All product being returned must be approved by your Sales Representative in advance and an RMA Number must be issued.
  7. If product is returned to ITX without an RMA number clearly indicated on the outside of the packaging, the merchandise will be refused. Do not write directly on the original manufacturer's packaging.
  8. Product authorized for return by your Sales Representative, must be returned within 15 days of the issuance of the RMA number. Any returns received after 15 days will be refused and the RMA number will no longer be valid.
  9. Collect returns will be refused.
  10. A copy of the RMA Confirmation form MUST be included in your shipment. Each carton/skid must be clearly identified i.e. Box 1 of 3; Skid 2 of 4 etc.
  11. The following condition code 06 items do NOT have warranty: printer/toner cartridges, laptop batteries and UPS batteries.
 

Cancellation Policy

  • You can cancel an unshipped order by Contacting Customer Service. 
  • If you cancel an order after it has been picked, ITXchange will charge a restocking fee of 15% of the cost of the item (or items) that must be restocked. 
  • You can not cancel an order once it has a Carrier Tracking number applied.