Dell Return Policy: Simplified
Need to return a Dell product? Learn everything about Dell return policy, including the 30-day window, restocking fees, refunds, and exchange process.
Dell offers a return policy for most products purchased directly from them. However, there are specific rules, exceptions, and steps to follow to ensure a smooth return process. Below, you will find all the details in simple terms to help you understand Dell return policy.
Quick Overview of Dell Return Policy
| Feature | Details |
|---|---|
| Return Window | 30 days from invoice date |
| Eligible Products | Most Dell products (exclusions apply) |
| Return Approval | Must get a Credit Return Authorization (CRA) number from Dell |
| Restocking Fee | 15% (waived for defective products, Dell errors, and personal use purchases) |
| Return Condition | Must be in original packaging with all accessories |
| Refund Time | 10-15 business days after Dell receives the item |
| Return Shipping | Free for eligible returns (Dell provides a return label) |
| Exchanges | Only allowed if Dell support determines it’s necessary |
Detailed return Policy
Who Can Return a Product?
- Individual Customers: Can return most products within 30 days of the invoice date.
- Commercial Customers: If the purchase was made using a Purchase Order, returns are not allowed unless stated otherwise in an agreement with Dell.
Conditions for Return
- The product must be in its original packaging with all accessories, media, and documentation.
- It must be in new or like-new condition.
- The return must be received by Dell within 30 days of the CRA number being issued.
Items That Cannot Be Returned
Certain items are not eligible for return under Dell’s policy:
- Software (except unopened physical copies or software installed on a returnable product)
- Dell Wyse™ and Wyse-branded products
- Non-Dell branded enterprise products (e.g., servers, networking products)
- Dell APEX products
- Gift cards (except where required by law)
- Customized or made-to-order products
- Volume licenses (unless agreed upon in writing)
Restocking Fees
- No restocking fee if:
- The product is defective.
- Dell made an error in shipping.
- The purchase was made for personal use.
- A 15% restocking fee applies to all other permitted returns.
Returning Items Bought During Promotions or Bundles
- If you bought a product with a free item (e.g., a laptop with a free printer), Dell may deduct the value of the free item if you don’t return it.
- If you bought a product with a Dell gift card, and already used the gift card, Dell may deduct its value from your refund.
- If Dell Rewards were used for the purchase, the rewards will be credited back when you return the product.
How to Return a Product to Dell
Follow these steps to return a Dell product:
- Go to Dell.com/orders and enter your order number.
- Select “Return/Replace Items.” Verify your identity and follow the steps.
- Print the return label and pack the product in its original packaging.
- Drop off the package at a designated location or schedule a pickup.
- Track your return online using the order number.
- Wait for the refund (10-15 business days after Dell receives and validates the return).
Exchanges
Dell does not allow direct exchanges unless a Dell support team diagnoses a defect and authorizes an exchange. There are two exchange methods:
1. Advanced Exchange (Faster, but requires a credit card hold)
- Dell ships the replacement first.
- Your credit card is used as a security hold until the original item is returned.
- You must return the original product within 10 days.
2. Return First Exchange (Slower, no credit card required)
- Dell ships the replacement only after receiving the original item.
- Processing and shipping can take up to 10 business days.
Refund Process
- Dell will issue a refund 10-15 business days after receiving and validating the returned product.
- Refunds will be credited to the original payment method.
- Restocking fees, shipping costs, or promotional deductions may reduce the refund amount.
What to Do If Your Order is Wrong, Damaged, or Missing Items
If Your Order is Incorrect or Missing Items:
- Check if your order was split into multiple shipments.
- Compare received items with your packing slip or invoice.
- If an item is missing, contact Dell Customer Support.
If Your Item Arrived Damaged:
- Take pictures of the damaged item and packaging.
- Log into Dell My Account and initiate a return or exchange.
- Attach photos and submit a request for a return or replacement.
If Your Item is Not Working Properly:
- Contact Dell Technical Support before initiating a return.
- Dell may offer troubleshooting steps or authorize an exchange.
If Your Item Was Stolen:
- Contact Dell Customer Support and provide a police report to mark the product as stolen.
If you have any more questions about the returns, you can visit the return policy on their website.
FAQs
Summary
Dell return policy is straightforward but has important conditions and exclusions. Always check the details before purchasing or returning a product to avoid unexpected issues.
