At PC Matic, we stand behind our products and want you to be completely satisfied with your purchase. This return policy outlines the terms and conditions for returning products purchased directly from PC Matic.
For products purchased from third-party retailers, please consult the retailer's return policy.
Return Period
You may return most products within 30 days of receipt for a full refund or exchange. The return period begins from the date you receive your order.
Extended Holiday Return Period
Items purchased between November 1st and December 31st may be returned until January 31st of the following year.
Eligibility Requirements
To be eligible for a return, your item must be:
- In the original packaging
- In new condition (unused and unopened)
- Accompanied by the original receipt or proof of purchase
- Returned within the specified return period
Software products that have been activated or had their license key revealed are generally not eligible for return unless defective.
Non-Returnable Items
Certain types of items cannot be returned:
- Activated software licenses
- Downloadable software products
- Gift cards
- Products marked as final sale
- Opened software unless defective
Return Process
To return a product, please follow these steps:
Step 1: Request a Return Authorization
Contact our customer service team to request a Return Authorization (RA) number. Returns without an RA number will not be accepted.
Step 2: Package Your Item
Securely package the item in its original packaging including all accessories, documentation, and proof of purchase.
Step 3: Ship Your Return
Ship the package to the address provided by our customer service team. We recommend using a trackable shipping service.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days.
Please note that shipping charges are non-refundable. Return shipping costs are the responsibility of the customer unless the return is due to our error.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact our customer service team to arrange an exchange.
For exchanges due to customer preference (such as incorrect product ordered), the customer is responsible for return shipping costs and any price difference between products.
Frequently Asked Questions
What if I received a damaged or defective product?
If you receive a damaged or defective product, please contact us immediately. We will arrange for a replacement at no additional cost to you.
How long does it take to process my refund?
Refunds are typically processed within 5-10 business days after we receive and inspect your return. Please allow additional time for your financial institution to process the refund.
Can I return a gift I received?
Yes, gifts can be returned within 30 days of purchase. The refund will be issued to the original purchaser in the original form of payment.
Contact Us
If you have any questions about our return policy or need to initiate a return, please contact our customer service team:
Email: returns@pcmatic.com
Phone:
Hours: Monday-Friday, 8:00 AM - 8:00 PM EST
Postal Address: PC Matic Returns, 123 Security Drive, Cybersecurity City, SC 29345