Shipping & Returns

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, along with any accessories. You’ll also need the receipt or proof of purchase.

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Contact us to request a return. An RMA number (Return Merchandise Authorization Number) will be issued for shipment to our return depot. Please follow the instructions given by Tustin Systems technical support staff to ship your computer. Tustin Systems will not accept any return shipments without an RMA number.

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Shipping Damages and issues

Tustin Systems will ship to the address provided by the customer. Provided the carrier delivers properly to that address, with or without signature, Tustin Systems will not assume responsibility for non-delivery or theft of a properly delivered item. We recommend contacting local authorities to file a theft report. You should also Contact Us to initiate a loss claim with the carrier to start an investigation, however, generally the carriers will also not assume responsibility if they determine that delivery was completed as ordered.

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If you receive the product with visible damage to the shipping box, we recommend that if the damage appears severe enough that the product inside may be damaged, you should refuse delivery and have it returned to Tustin Systems unopened. Contact Us to report the damage. Upon receipt, Tustin Systems will inspect the contents and either repackage it if not damaged, or repair/replace the product and reship it. Tustin Systems will submit any damage claims as necessary.

If you receive the product without visible damage to the shipping box but there is physical damage to the product, please take the following actions:

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Do not fully unpack the product if the damage is seen immediately.
Take clear and detailed photos of the product, the packaging and shipping box, including any dents, holes, and labels.
Retain the shipping box and all packaging for inspection and return shipping.
Contact Us as soon as possible.
Tustin Systems will initiate the damage claim.

If Tustin Systems receives any returns, whether computers or parts, that has physical damage, the following will be assessed:

Did the customer pack the product with substantial packaging that should have properly protected the products? Did the customer use original packaging, including internal foam and shipping box foam and/or Styrofoam?
Did the damage appear to be caused by the carrier during shipment?
Did the customer initiate and assume costs of the shipment or was an Tustin Systems shipping label provided and used for the return?

If the damage is deemed to have been caused by improper package by the sender, then the sender will be responsible for any associated costs.

If the damage is deemed to have been caused by improper package handling by the carrier, then a damage claim will be initiated by the sender and the product held until a final disposition is ascertained. Once determined, Tustin Systems will then determine the next course of action.

If a shipment is lost in transit, the circumstances will be investigated and any loss claims should be initiated by the sender. Depending on the results of the investigation and claim, either a refund or replacement will be provided Tustin Systems or the sender assumes the loss.

Appeals to the carrier cannot be submitted without new evidence to present.

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In the case of damaged items, we may ask that you provide photos of the item and/or packaging in order for us to file a claim with the carrier.

 

All of our new computers carry a One Year Limited Warranty that covers parts and labor. Used or refurbished computers are sold as-is and are not covered under warranty. Click here for details on eligibility and coverages.

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We record serial numbers of all major components such as graphic cards, water pumps, etc. Serial numbers on returned items must be readable and match our records to receive a refund or warranty service. No Exceptions! 

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If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

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You can contact us for any return question at support@tustinsystems.com.

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Exceptions / non-returnable items

Certain types of items cannot be returned, like software, custom products (such as special orders or personalized items), or items with missing proof of purchase barcodes. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

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Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@tustinsystems.com.

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We strive to provide value by offering exceptional goods and services at low prices. In order to keep costs low, we charge a 20%-35% restocking fee on all non-defective returned items depending on the item's condition after inspection. 

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