Returns Policy

At ATW IT Solutions, we strive to ensure every customer is satisfied with their purchase. If you need to return a product, please review the following policy, which outlines the conditions and procedures for returns, replacements, and refunds.

Return Eligibility

Unless otherwise agreed in writing by ATW IT Solutions ("we," "our," or "us"), the following terms apply to all hardware and software products purchased from us.

Eligible products may be returned within 14 calendar days from the invoice date ("Return Period"), provided they meet the requirements outlined below.

Please note that certain manufacturers do not allow returns on specific products. In these cases, the product cannot be returned unless prior approval has been obtained directly from the manufacturer. Customers are responsible for contacting the manufacturer when required.

Return Authorization (RMA)

Before returning any product, customers must request a Return Merchandise Authorization (RMA) from ATW IT Solutions during the Return Period.

When requesting an RMA, please provide:

• Invoice or order number

• Product serial number (if applicable)

• Reason for the return

• Confirmation of whether the original packaging has been opened

Products returned without a valid RMA number will not be accepted.

Once an RMA has been issued, the product must be received by our returns department within 10 calendar days. Returns received after this period may be refused.

Any shipment sent without an approved RMA may be returned to the customer at the customer's expense without a refund or credit.

Return Conditions

To qualify for a refund or credit, returned products must:

• Be in their original condition

• Include the original packaging

• Include all accessories, cables, manuals, warranty documentation, software, and other items originally supplied with the product

• Be securely packaged to prevent shipping damage

Customers should not write on, tape over, or otherwise damage the original manufacturer packaging.

Returns that are missing accessories or components may be subject to a restocking fee, reduced refund, or may be rejected entirely.

For your protection, we strongly recommend using a fully insured, trackable shipping service when returning products.

Defective or Dead-on-Arrival (DOA) Products

Many products sold by ATW IT Solutions are covered by the manufacturer's warranty.

If a product is defective or arrives non-functional, customers may first be required to contact the manufacturer for troubleshooting, repair, or warranty authorization.

Where applicable, the manufacturer may issue a case number before a warranty claim can proceed.

Replacement products or account credits will normally be processed only after the original product has been received, inspected, and confirmed as defective by ATW IT Solutions.

Once verified, we will provide either:

• A replacement product (subject to availability), or

• A refund or account credit, where applicable.

Products Damaged During Shipping

Every order is inspected before shipment to help ensure it arrives safely.

If a shipment arrives with visible damage:

• Inspect the package before accepting delivery.

• Record any visible damage on the carrier's delivery receipt before signing.

• Keep all original packaging and packing materials.

• Contact ATW IT Solutions as soon as possible to report the issue.

When contacting us, please provide:

• Tracking number

• Order or invoice number

• Product serial number (if applicable)

• Description of the damage

• Clear photographs of the shipping carton, product packaging, and damaged product

If a shipment was arranged using the customer's own freight or courier account, ATW IT Solutions is not responsible for transit loss or damage. Claims must be filed directly with the selected carrier.

Failure to report shipping damage promptly may affect eligibility for replacement or reimbursement.

Software Products

Unless required by applicable law, all software products, software licenses, activation keys, and downloadable software are non-returnable and non-refundable.

Shipping Costs & Restocking Fees

Unless the return is the result of an error by ATW IT Solutions or an approved warranty claim:

• Customers are responsible for return shipping costs.

• Original shipping charges are non-refundable.

• Customers are responsible for shipping insurance on returned products.

• Applicable restocking fees may apply where permitted.

Refund Processing

Once your returned product has been received and inspected, we will notify you regarding the approval status of your return.

If approved, refunds or credits will be processed using the original payment method or as otherwise agreed. Processing times may vary depending on your payment provider or financial institution.

Exceptions

ATW IT Solutions reserves the right to refuse returns that:

• Do not meet the conditions outlined in this policy.

• Are returned without an approved RMA.

• Are physically damaged due to misuse or improper handling.

• Are incomplete or missing original components.

• Are returned outside the permitted return period without prior authorization.

Contact Us

If you have any questions regarding returns, warranty claims, or replacement requests, please contact the ATW IT Solutions Customer Support Team before returning any product.

Our team will be happy to assist you with the return process and provide the necessary instructions to ensure your request is handled as efficiently as possible.