Products from Tier1 Asset Refurbishing Partner - Technical Support/Troubleshooting:

Customer must complete RMA form directly at TIER1 via link:

English -

Danish -

The next working day Tier1 contacts the customer for following up. Some cases can be resolved by email or phone while others require the product to be returned to Tier1 Asset. (the customer will receive the instruction on how and where to send the returning goods). The customer covers freight costs of returns.

Tier1 Asset exchanges or repairs the returned product within 10 working days. If a replacement cannot be done, the customer will be refunded.

Standard Warranties

Most refurbished computers and other mobile units from TellusRem for TechSoup NGOs include one-year warranties. All refurbisher warranties cover hardware and component failure, including all parts and labor costs, shipping fees, and customer support. Warranties also cover whether laptop batteries will hold a one-hour charge for the first 90 days. 

At any time during your warranty period, you can contact us for support at

TellusRem might first attempt to troubleshoot the issue by email to determine whether the refurbisher partner should replace the product. You will receive replacement hardware when and if it is evaluated and approved that the product should be replaced. Replacement units carry the remaining time of the original warranty. 

Warranties do not protect products with problems that occur because of installing additional software, uninstalling existing software, accidental damage, or any kind of manipulation of the refurbished mobile units and their components. 

Warranties are void if a third party evaluates or troubleshoots the product. 

TellusRem recommends that you inspect your product and activate your software immediately when your hardware arrives. Please keep all packaging until you have confirmed that everything works properly. 

The warranty period begins when TellusRem processes the request and communicates to the refurbisher partner to fulfill it. To find this date, write to

Damages and issues
Please inspect your order upon reception 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.

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. Please remember it can take some time for your bank or credit card company to process and post the refund too.


TechSoup recommends that you store all of the documentation (if any) included with the product in a safe place. It might contain important information such as license keys that you may need later. TellusRem is responsible for providing warranty and troubleshooting (to the extent we find possible and appropriate) for the refurbished products. 

For support send an email to

TellusRem may be able to troubleshoot the problem or request the refurbished partner to replace the product.

Contact TellusRem at within 14 days if 

 • The unit is damaged or defective 

 • There are problems with the preinstalled software 

 • The shipment included the wrong hardware 

 • The shipment is missing an entire product 

 • One or more products are missing parts 

To open a warranty claim or for troubleshooting support, please, send an email with the information about your Order (which you can find in your fulfillment email) to