Refund and returns policy

Order return guidelines

When your shipment arrives, before opening the manufacturer packaging, please examine the contents of the box to make sure your order has been fulfilled correctly. If you have any questions about the items in your shipment, or if there is a problem with your order, please contact us at customercare@connectingup.org

•If you have received a product you did not order, we will gladly pay the return shipping cost and send the correct item(s), providing the product is still in its sealed manufacturer's packaging.
•If an item is damaged, or you believe it to be defective, we will work with you to determine the nature of the problem.
•If you wish to return one or more items for any other reason, you may do so, but items should be returned in their original condition with the manufacturer's packaging intact.

Downloaded Products

Some partners do not allow downloadable products to be returned. Please read the return guidelines on our individual partner pages to see if return is possible on a downloadable product. If you are able and wish to return a downloaded product, please contact customercare@connectingup.org

Refurbished PC's and laptops

Please refer to our warranty policy or contact customercare@connectingup.org if there is a problem with any of the PC's or laptops ordered through the discount program.

Microsoft Software Donation Program Returns

If you want to return or exchange any of the Microsoft donated products you've received, you will need to return the entire Microsoft portion of your request and place a new request for the Microsoft items you want.

Since all Microsoft products are download-only, returns will be accepted only if none of the software has been installed, and you received the donation no more than 60 days previously.

If you want to return or exchange your Microsoft software donation, please notify Connecting Up of the impending return via email - customercare@connectingup.org

We will notify your organisation when the donation limit on your account has been reset.

Please Note: products within the Get Genuine range are non-refundable and cannot be exchanged.

Cisco Donation Program Returns

If you wish to return a Cisco product for any reason, please email customercare@connectingup.org with "CISCO RETURN REQUEST" as the subject line. Please be sure to include the following:
•Your organisation name
•Your order number
•Return reason
•A list of the products you plan to return

Cisco reserves the right to allow or disallow any order return request at their discretion.

Our Cisco Program representative will review your request, and get in touch with you to make arrangements for the return.

IMPORTANT To receive a refund or exchange products ordered through the Cisco Donation Program, items should be returned within 30 days of delivery.

If you have any questions about our Refunds & Returns Policy, we would be happy to assist you. Please email customercare@connectingup.org