Returns and Exchanges
We offer a simple 30-day return process for eligible devices.
Before You Submit
- Please review the instructions below carefully.
- Confirm your device is eligible for return within 30 days of purchase.
- Complete the return request form at the bottom of the page.
Before You Begin
You have 30 days from delivery to return your device. Whether it doesn't meet your expectations or you simply changed your mind, here's how it works.
To return your device, it must be:
- In the same cosmetic condition as when you received it consistent with the grade you purchased (Excellent, Good, or Proven)
- Signed out of all accounts — iCloud, Google, Samsung, Find My, and any MDM profiles
- Returned with all included accessories, cables, and original packaging
- Free of any new damage that wasn't there when it arrived
Restocking fee
If your device is still unopened and sealed, you'll get a full refund. If it's been opened but is in the same condition as delivered with all accessories, a 15% restocking fee will apply. If it shows new damage or wear beyond its original grade, we can't accept the return.
For change-of-mind returns, shipping is non-refundable.
Step-by-Step Process
How to start a return
- Scroll to the bottom of this page and complete the form. You will need your order number and photos of the device.
- Prepare your device (details below).
- We'll send you shipping instructions or a prepaid label depending on your return reason.
- Ship it back, and we'll inspect it within 3–5 business days of receiving it.
- Your refund goes back to your original payment method.
Before you ship it back
This is the most important part. If you skip these steps, your return may be delayed or rejected.
- Back up your data. All devices are securely erased by our team after receipt using NIST 800-88 standards. Do not erase computers prior to return, as this may delay processing.
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Prepare your device based on type:
-
Computers (MacBooks, Windows, Chromebooks):
- Do NOT factory reset or erase the device prior to return
- Remove all account associations (iCloud, Google, etc.)
- Remove from all management systems (MDM, Intune, Google Admin, etc.)
- Remove or provide any BIOS, firmware, or admin passwords
-
Tablets & Mobile Devices:
- Erase the device using your management console
- Remove all account associations (iCloud, Google, etc.)
- Remove from all management systems (MDM, ASM, AB/ABM, etc.)
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Sign out of all accounts:
- Apple: Sign out of iCloud, turn off Find My iPhone, remove any eSIM
- Android: Sign out of Google, turn off Find My Device, remove any eSIM
- Chromebook: Remove your Google account and Powerwash
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Remove any MDM profile (ensure device is fully unenrolled).
- Remove your SIM card if applicable.
- Remove any BIOS, firmware, or admin passwords.nclude everything that came in the box — charger, cable, docs.
-
Computers (MacBooks, Windows, Chromebooks):
Devices returned with active account locks (iCloud, Google FRP, MDM) cannot be processed.
Do NOT erase laptops or computers prior to return. Devices must retain an operating system so diagnostics can be completed. Erased devices may require additional setup, causing delays in processing.
Damaged or defective upon arrival
If something's wrong when it shows up — damaged, defective, or wrong item — let us know within 7 business days of delivery. Include photos of the device and the packaging.
We'll send a prepaid return label, and once we confirm the empty issue, you'll get a full refund or replacement (your choice, subject to availability). No restocking fee.
If you report damage after the 7-day window, it'll be handled under the standard 30-day return policy.
Device grading and returns
Every device is graded by cosmetic condition. All grades are fully functional and tested — the grade only reflects appearance, not function of the device.
| Grade | Screen | Body |
|---|---|---|
| Excellent | No visible scratches on display; maybe 1–2 tiny marks near the bezel | No dents, bends, chips, or discoloration |
| Good | Light hairline scratches, hard to see with screen on | A few light scratches, no dents |
| Proven | Moderate to heavy scratching; small edge-area white spots possible | Small dents, scratches with exposed metal, visible port wear |
Full grading details: edtechsupply.com/pages/device-grading
Refund timing
In most cases, you’ll receive a refund within 5-10 business days after we have successfully received and processed your return. Timelines can vary based on your payment method and bank. Please only reach out if you have not received your refund after 10 days from the date we accepted your return.
FAQ
Do I have to remove my iCloud/Google account before returning my device?
Yes. You must remove all account associations (iCloud, Google, etc.) and unenroll the device from any management systems (MDM, Google Admin, Apple School Manager, etc.).
What if I can't remove an MDM profile?
Contact the IT administrator who manages the device (usually a school or employer). Devices that remain enrolled in management systems may delay processing and impact final value.
Should I factory reset my device before returning it?
It depends on the device type:
- Computers (MacBooks, Windows, Chromebooks): Do NOT erase or factory reset before return.
- Tablets & mobile devices: These should be erased using your management console before return.
Do I need to remove passwords before returning my device?
Yes. Please remove any BIOS, firmware, or admin passwords. If removal isn’t possible, provide the password to our team to avoid delays.
What is Chromebook Auto Update Expiration (AUE)?
Google sets an expiration date for each Chromebook model after which it stops getting OS updates. The device still works, but won't receive new features or security patches. AUE dates are listed on product pages.
Start a Return or Exchange
Questions? Contact Us:
- Email: support@edtechsupply.com
- Phone: 1-888-207-3730
- Response time: 1–2 business days
EdTech Supply is powered by Secured Tech. This policy may be updated from time to time.
