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142 Appendix
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"Total Satisfaction" Return Policy (U.S. and Canada Only)
If you are an end-user customer who bought new products directly from a
Dell company, you may return them to Dell within 30 days of the date of
invoice for a refund or credit of the product purchase price. If you are an
end-user customer who bought reconditioned or refurbished products from
a Dell company, you may return them to Dell within 14 days of the date of
invoice for a refund or credit of the product purchase price. In either case,
the refund or credit will not include any shipping and handling charges
shown on your invoice. If you are an organization that bought the products
under a written agreement with Dell, the agreement may contain different
terms for the return of products than specified by this policy.
To return products, you must contact Dell Customer Service to receive a
Credit Return Authorization Number. See “Contacting Dell” on page 103
to find the appropriate contact information for obtaining customer
assistance. To expedite the processing of your refund or credit, Dell expects
you to return the products to Dell in their original packaging within five
days of the date that Dell issues the Credit Return Authorization Number.
You must also prepay shipping charges and insure the shipment or accept
the risk of loss or damage during shipment. You may return software for
refund or credit only if the sealed package containing the diskette(s) or
CD(s) is unopened. Returned products must be in as-new condition, and all
of the manuals, diskette(s), CD(s), power cables, and other items included
with a product must be returned with it. For customers who want to return,
for refund or credit only, either applications software or an operating system
that has been installed by Dell, the whole system must be returned, along
with any media and documentation that may have been included in the
original shipment.
This "Total Satisfaction" Return Policy does not apply to DellWare
products, which may be returned under DellWare's then-current return
policy. In addition, reconditioned parts purchased through Dell Spare Parts
Sales in Canada are nonreturnable.
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