Returns and Refund Policy

Last updated: October 2026

The short version

• You have 15 days from the date of purchase to request a return.
• Faults on arrival must be reported within 10 days of delivery.
• Every return needs an RMA number from us before you ship anything.
• A restocking fee of 20 percent or more may apply depending on the condition of the item.
• Software licenses, digital products and certain special order items cannot be returned.

1. Return window

Requests for return must reach us within 15 days of the purchase date. After 15 days we are unable to offer a refund or exchange, because the distribution channels we buy from operate on their own return deadlines and a late claim can no longer be processed upstream.

To be considered for a return, the product must be complete. That means the original box, all cables, adapters, manuals, accessories, packaging inserts and any bundled items must be present. A product returned without its original packaging or missing parts will either be refused or subject to a higher restocking fee.

2. Faulty on arrival

If a product arrives dead, damaged or not working as described, tell us within 10 days of delivery. Email sales@techretailerusa.com with your order number, the serial number of the unit and a short description of the fault. Photographs of the product and the shipping carton help us process the claim faster, particularly where transit damage is involved.

Claims raised inside this window are handled as a fault, not a change of mind. That means no restocking fee, and in most cases we cover the cost of return shipping. Faults reported after 10 days are still supported, but they move into the manufacturer warranty process rather than a return, and we will help you open that claim.

3. RMA number required

Do not ship anything back before you have an RMA number. A return without an RMA number cannot be matched to your order, may be refused at the receiving point, and risks being lost.

To request one, email sales@techretailerusa.com with your order number, the product details and the reason for the return. We will issue an RMA number along with the exact return address.

Depending on the product and the reason, the return address may be our own facility or, in some cases, a distribution centre we ship to on your behalf. Either way, you will receive written instructions with the RMA. Please write the RMA number clearly on the outside of the package.

Important: do not send products directly back to the manufacturer unless we specifically instruct you to do so. Doing this breaks the chain of records and usually delays your refund significantly.

4. Restocking fees

A restocking fee applies to returns that are not the result of a fault. The fee starts at 20 percent of the product price and may be higher depending on the condition of the item when it reaches us.

• Sealed and unopened, in original packaging. Minimum restocking fee applies.
• Opened but complete and undamaged. Higher fee, since the item can no longer be sold as new.
• Opened with missing parts, marks, wear or damaged packaging. Fee assessed on inspection and may be substantial.
• Damaged through misuse, incorrect installation or unauthorised modification. The return will normally be refused and the item returned to you at your cost.

We inspect every returned item before approving a refund, and we will tell you the exact fee in writing before it is deducted. Nothing is deducted silently.

5. Return shipping costs

• Change of mind, ordered the wrong item, or no longer needed. You pay the return shipping. The original outbound shipping cost is not refunded, including on orders that qualified for free shipping, where the actual shipping cost we incurred may be deducted from the refund.
• Faulty, damaged in transit, or we shipped the wrong item. We cover the return shipping cost, and in most cases we will send you a prepaid label.

For higher value items we strongly recommend a tracked and insured service. Until a returned package reaches us, responsibility for it remains with the sender, and we cannot issue a refund for a return that never arrives.

6. Items that cannot be returned

Some categories cannot be returned once supplied, because the distribution channel does not accept them back and the value is consumed the moment the item is issued.

• Software licenses, license keys, activation codes and subscription services
• Digital downloads and electronically delivered products
• Opened software packaging where a license key or seal has been broken
• Cloud services, support contracts and warranty extensions once registered
• Custom configured systems built to your specification
• Special order and non stocked items brought in specifically for your order
• Consumables such as toner, ink and media once opened
• Bulk cabling cut to a requested length
• Products marked as clearance, final sale or non returnable on the product page

If any of these arrive faulty, the manufacturer warranty still applies and we will help you pursue it.

7. Refunds

Once your return is received and inspected, we will email you to confirm that it arrived and to tell you whether the refund has been approved. If approved, the refund is issued to the original payment method, less any restocking fee and any shipping deduction described above.

Refunds usually appear within five to ten business days of approval, although the exact timing depends on your bank or card issuer. If the refund has not appeared after that period, first check your account and then contact your card issuer, since posting delays are common. If it still has not appeared, email sales@techretailerusa.com and we will trace it from our side.

Orders paid by purchase order are refunded as a credit note or an account credit unless another arrangement is agreed in writing.

8. Exchanges

We exchange items that are defective or damaged for the same product. If you want a different product instead, the usual process is a return under this policy followed by a new order, which is normally faster than trying to substitute items on an existing order.

9. Warranty after the return window

Once the 15 day return window closes, products are covered by the manufacturer warranty that applies to that product line. Warranty length, coverage and service method are set by the manufacturer, not by us. Our team will help you identify the correct warranty route and open the claim, and for business accounts we can handle the correspondence on your behalf.

10. Order cancellation

You can cancel an order at no cost while it is still being prepared. Once an order has been dispatched it can no longer be cancelled, and it must be handled as a return under this policy. Special order and custom configured items may not be cancellable once the order has been placed with the supplier.

11. How to start a return

Email sales@techretailerusa.com or call (406) 272-3069 with the following:

• Your order number
• The product name and serial number
• The reason for the return
• Photographs, if the item is damaged or faulty

We will reply with an RMA number, the return address and any prepaid label that applies.

12. Contact

Kleindesign LLC doing business as Tech Retailer USA
904 4th Ave SW
Conrad, MT 59425, United States
Email: sales@techretailerusa.com
Phone: (406) 272-3069
Hours: Monday to Friday, 9:00 am to 6:00 pm Eastern Time

Related pages: Terms and Conditions and Privacy Policy.