What is the best way to send an item back to you?
All items should be returned in good condition. This includes the original packaging and all components and documents included with your product.
To return an item to us, please ensure you securely pack the item so that no damage can be done in transit.
Please also ensure that you include your RMA number with your item.
I received the incorrect item, what next?
If you have been sent an incorrect product, please ensure that you still complete the returns process as instructed. Once you return has been submitted and has been approved we will email you further instructions with what to do next. Please do not send items back until you have received an RMA number and return address.
How do I return an item if I didn't order via your website?
If you placed your order via a sales representative or account manager and you don't have an online account then we have made it as easy as possible to request an RMA number. Firstly, please ensure you have fully read all support and returns information. You will then need to follow the "start return" process and select the "purchased offline" option. You will also need to accept our Returns Terms and Conditions, before you can continue to complete the returns form.
How long does it take for an RMA to be approved?
It usually takes 24-48 hours for an RMA request to be responded to by our Returns Department (but we aim to do it sooner). Therefore please leave two working days before following up a request. Please also bear in mind that suspected faulty items must have been through troubleshooting direct with the manufacturer or via our support team before they will be authorised for return.
I've already sent my item(s) back, when should I expect to receive my replacement/credit note?
We process returns as quickly as possible, but sometimes we need to work with the manufacturer to get goods either repaired or replaced. We will contact you as soon as we can. As such please wait at least five working days after sending faulty goods back, before you follow up on the status.
How do I check the status of my return?
We will always keep you up-to-date on the status of your return as it progresses. If you are unsure of the status and it has been 2 working days since submitting the request or 5 working days since sending the unit back, you can email us by simply replying to any previous email from us that was sent regarding the Return. We will then provide you a current update on its status.
The RMA form is asking for a Serial Number, but I don't know where to find it
The serial number to a product will usually be located on the back or underside of the physical product, and sometimes it is also found on the box. If you have a phone, check the underside of the device; if it is an interface card check for a sticker on the card, if it is a headset the serial number is usually located somewhere along the cable. If you are unsure where to find it, please submit a ticket with us before you submit the RMA form.
There appears to be more than one serial number on the product - how do I know which one to provide?
On many network devices there will be a serial number and a MAC address. To avoid unnecessary delays, please ensure you provide us the Serial Number and not the MAC address. A MAC address is a combination of letters and numbers 12 characters long and usually looks like this: 01-23-45-67-89-ab or 01:23:45:67:89:ab. Serial numbers come in various different formats.
Click on a manufacturer logo if you require support. Once you click on the logo we will direct you to support information. If you cannot see your manufacturer logo please raise a Support Ticket.
Please see our Support section for more useful information. You can also see our Premium VoIP Technical Support Packages.
If you purchased your product (s) via our website, you can track the support status of your order by visiting our support ticket status page. You must be logged in to view this information.