Returns - Overview

1. Overview

Firstbase simplifies the return process for used IT equipment, ensuring secure data erasure, device grading, and refurbishment for redeployment. Our global facilities handle inbound device collection, diagnostics, cleaning, data erasure, OS restoration, grading, and repackaging, providing organizations with a seamless way to retrieve and repurpose their hardware assets.

2. What's Included?

• Pickup & Return Logistics – We handle device retrieval from employees across multiple regions.
• Inspection, Grading & Spec Enrichment – Devices are assessed for condition, functionality, and necessary repairs. Additionally, if legacy customer-owned equipment is returned, we enrich generic product descriptions  (e.g., "MacBook Pro") with full specifications, including Chip, RAM, SSD, CPU, GPU and Keyboard details.
• Cleaning – Devices are physically cleaned using air spray, microfiber cloths, and appropriate cleaning agents to remove dust, debris, and stickers.
• Data Erasure & OS Restoration – Secure data wiping and reinstallation of the latest compatible OS.
• Repackaging & Restocking – Devices are labeled, repacked, and restocked for redeployment.

3. Availability & Limitations

• Returns are limited to computers and docking stations in most regions, with phones, tablets, and monitors supported in select regions. See Firstbase Service Capabilities (Columns P-U) for regional details. Additionally, each return is limited to the following quantities by returnable category:

  Returnable Category	Max qty
  Computers	2
  Peripherals (applies ONLY to returnable peripherals)	5
  Monitors	2

• Logistics/collection process varies across regions. Pickup service is available across all locations, with some exceptions in remote areas and Malaysia. In Malaysia, pickup is offered in Kuala Lumpur, while employees in other areas receive a return label inside the retrieval box to drop off their package at the nearest post office. See Firstbase Service Capabilities (Columns W-Y) for regional retrieval logistics details. 
• In LATAM regions (Brazil, Mexico, Argentina, Colombia, Guatemala, and Costa Rica), retrieval boxes are not provided, and employees are required to pre-package the equipment prior to pickup. 

4. Logistics

Retrieval Boxes & Pickups

• In most cases, devices are collected using retrieval boxes, which accommodate standard laptops and accessories. Multiple box sizes are available for items like monitors, docks, and peripherals in supported regions. 
• Firstbase coordinates pickup with employees once they confirm return details in the platform. In some regions, local partners will contact employees directly to schedule collections. 
• Employees in the US, UK, EU, and Canada can choose to drop off their package instead of scheduling a pickup. 
• Apple devices require unenrollment from ABM before return. This instruction is provided to employees during the returns process by Firstbase customer support.

5. Return Service Details

Inbound Receiving

• Serial numbers are logged and verified against employee records.
• Device specs are cross-checked, and missing metadata (e.g., RAM, SSD, CPU) is enriched for generic descriptions (e.g. "MacBook Pro”) of legacy equipment. 
• Missing components (e.g., power adapters) are flagged for replacement quotes.
• If a device is locked (MDM, Activation Lock), the admin is notified for unlocking instructions.
• If a device has an associated "Hold Policy" (30, 60, or 90 days), it is diverted to a segregated area (after validating the serial number) until the end of the hold period, at which point it is re-pulled for processing. (Refer to this article for more details on the hold procedure.)

Cleaning, Diagnostics & Grade Assignment

• Devices are physically cleaned using microfiber cloths, air spray, and laptop-safe cleaning agents.
• Stickers and other residue are removed.
• Warehouse technicians use manufacturer diagnostics tools to check devices for issues.
• Grade is assigned
  • For details on grading, please refer to Returns - Grading

Data Erasure & OS Restoration

• Apple Silicon: Apple Configurator is used to erase data and reinstall the latest compatible macOS.
• Intel Macs: Recovery Mode is used to erase data and reinstall the latest compatible macOS.
• Windows: Windows Reset and USB recovery tools are used to erase data and update to the latest compatible Windows OS. 
• Chromebooks: Powerwash function is used for data erasure and restore.
• NIST-Standard Erasure: Devices are NOT wiped using NIST-standard tools (Bitraser, Securaze, Blancco, etc.) unless deemed end-of-life and processed through Firstbase’s ITAD services.

Repackaging & Restocking

• Power adapters are replaced at the customer's expense. If existing stock is unavailable, a quote will be sent for approval. If the device was not supplied by Firstbase, the customer may be required to provide an exact charger SKU/supplier for Firstbase Procurement to quote. 
• Equipment is repacked, and labeled with customer name, serial number, product details, and condition. 
• Devices are either restocked, sent to OEM for warranty processing, or placed into locked/no-warranty repair queues (requiring customer action to unlock the device or approve a repair quote). 

6. Billing & Terms

• Return Fees – Standard Return fees are billed per the Order Form and any supplemental agreement(s).
• Replacement Costs – Missing chargers are replaced at the customer's expense. If stock is unavailable, a quote will be provided. 
• Subscription Fees (HaaS) – Subscription fees continue to apply even after device return, until the device is bought out or the lease term ends.
• ITAD & Repair Services – Subject to separate processing fees as per the Order Form and any supplemental agreement(s).
• ITAD Returns – Customers using the ITAD Return feature to notify Firstbase in advance that a device is for ITAD services (not redeployment) may qualify for a reduced fee instead of the Standard Return fee, subject to regional limitations. 
• Intake Fee – Charged for all inbound used devices shipped to Firstbase facilities by the customer using the shipment notice feature. These devices receive the same technical services as returns but are billed at a lower cost since logistics are not provided by Firstbase.