Warranty Information

ALIENWARE Manufacturer's Warranty Details:

(The information listed below is for warranty use only and does not apply to returns or refunds)

BASIC SERVICE PLANS for Alienware Branded Systems:
The terms and conditions of the following contracts apply to each Basic Service Plan during the term of the service plan. Please verify whether you purchased mail-in service or in-home service after remote diagnosis by referring to your invoice from Dell/Alienware. The invoice will reflect the choice you made when you purchased your product.

For any service that requires Remote Diagnosis, you may be asked to access the inside of your system (where safe to do so) or to participate in troubleshooting until a cause can be isolated. For In-Home Service after Remote Diagnosis and Mail-In Service (Dell Pays Freight): for issues covered by Limited Hardware Warranty, technician and/or part will be dispatched, if necessary, usually in 1 or 2 business days following Remote Diagnosis.
(Any custom parts are warranted and supported by XOTIC PC only)

If you have further questions regarding Alienware's Basic Service Plans, please Click here.

ADVANCED SERVICE PLANS for Alienware Branded Systems:
The terms and conditions of the following contracts apply to each Advanced Service Plan during the term of the service plan. These plans offer additional services not included in the Basic Plan. All Advanced Service Plans come with In-Home Service after Remote Diagnosis.

For any service that requires Remote Diagnosis, you may be asked to access the inside of your system (where safe to do so) or to participate in troubleshooting until a cause can be isolated. For In-Home Service after Remote Diagnosis: for issues covered by Limited Hardware Warranty, technician and/or part will be dispatched, if necessary, usually in 1 or 2 business days following Remote Diagnosis. Please refer to your invoice to verify your service plan. Your invoice will reflect the choice you made when you purchased your new product.
(Any custom parts are warranted and supported by XOTIC PC only)

Alienware/Dell's In-Home Service Policy is not available in all countries. Please check to see if this service is provide in the country you reside in: Click here.

ALIENWARE Notes & Exceptions:

Remote Diagnosis and In-Home Service are services provided by Alienware/Dell. Alienware should be contacted directly regarding any warranty questions and information, and for any service or repair requests. (Any custom parts are warranted and supported by XOTIC PC only)
ALL Alienware laptops with custom etched name plates cannot be returned or refunded.
ALL Alienware laptop sales that are confirmed with custom name plate etching are considered final.
Shipping to and from Alienware service locations is not the responsibility of XOTIC PC, and is handled directly through Alienware/Dell.
Customized components are matched in Warranty by XOTIC PC to the Dell/Alienware warranty purchased on your Alienware Laptop (Customized Components are not warranted through Alienware). Alienware provides warranty for the OEM original stock system components by default for 1 year. Customized laptops DO NOT require shipment to XOTIC PC for diagnosis and repair. Shipping to and from Alienware will be covered as in Alienware's warranty policies as stated above. Shipping to XOTIC PC for diagnosis is not covered under warranty. Return shipping to the customer from XOTIC PC for customized systems will be covered by XOTIC PC for US residents only (excludes Alaska & Hawaii).

ALIENWARE Return Policy:

IF FOR ANY REASON WHATSOEVER YOU SHOULD FAIL TO BE SATISFIED WITH YOUR ALIENWARE LAPTOP, YOU MAY RETURN IT WITHIN 15 DAYS FROM ITS ORIGINAL SHIP DATE FOR A 100% REFUND LESS SHIPPING CHARGES. ALL RETURNS REQUIRE USE OF A RETURNED MATERIAL AUTHORIZATION (RMA) NUMBER, WHICH MUST APPEAR ON ALL COMMUNICATION ABOUT THE RETURNED ITEM AND ON THE OUTSIDE OF THE SHIPPING PACKAGING.

Alienware returns will be charged a 10% re-stocking fee if the Alienware laptop has ANY customized components or is sent in missing any original manufacturer retail packaging or parts. Alienware Laptops must be returned by the 15th day from shipment under the above return policy. When a Free Shipping coupon is offered it is deducted from the product's price and shipping is always charged on all items shipped. Shipping is nonrefundable. If Rush Production is purchased, this is a nonrefundable service. Returns are not accepted after 15 days from original shipment date. If you are sending your order back for a refund or return, you must ship the products to XOTIC PC in its original packaging, prepay shipping charges, and insure the shipment or accept the risk of loss or damage during shipment.

ETCHED, CUSTOM PAINTED or SKINNED LAPTOP RETURNS:

We will charge a 15% restocking fee for customizations of this nature that are returned for refund. Items returned to us with these customizations must have new exterior surfaces replaced that were physically customized with a customers design. Additionally these services are non refundable.

The return period is 15 days from ship date for custom painted or skinned machines.

When returns are set up for External Accessories purchased with laptops, they must be returned unopened in their original retail package to be eligible for refund.