Returns Help Centre

Welcome to the VoIPon returns help centre. We know that you will be pleased with your purchase from VoIPon, however there may be occasions when you will need to return items to us.

Returning an item

Please complete this form to create an RMA (Return Merchandise Authorization) request. Once authorised, we will provide an RMA number and return instructions. Please do not return items prior to receiving an RMA number or instructions from us. All RMA are subject to our Returns Terms and Conditions.

Returns T&C

Business Customers

Working Product – New Condition

Returned within 7 days of receipt: Credit note issued at our discretion
Returned 7 days – 12 months or receipt: Credit note issued at our discretion
Returned after 12 months: We are unable to offer any reimbursement on items returned after 12 months

Working Product – Not In New Condition

Unfortunately, we are unable to offer reimbursement on opened or used products unless faulty
Faulty Product – In the event of a faulty product, we can offer a Repair, Replacement or Credit Note at our discretion

Retail Customers

Working Product – New Condition

Returned within 14 days of receipt: Refund issued
Returned 14 days – 6 months of receipt: Refund at our discretion with a re-stocking fee
Returned after 6 months: We are unable to offer any reimbursement on items returned after 6 months

Working Product – Not In New Condition

Returned within 14 days of receipt: Refund issued
Returned 14 days – 6 months of receipt: We are unable to offer reimbursement
Returned after 6 months: We are unable to offer any reimbursement on items returned after 6 months

Faulty Product
In the event of a faulty product within 6 months of purchase, we can offer a Refund or Replacement

Returns Terms & Conditions

  • You must include the RMA number inside your package.
  • You must have tried to resolve the issue by contacting us (raise an issue on VoIPon Support) and every effort to solve the problem within 5 working days has failed.
  • This warranty does not apply to any unit that has been subject to neglect, accident, abuse, misuse, misapplication, incorrect connection, or that has been subject to repair or alteration not authorised or undertaken by VoIPon personnel.
  • Refunds will not be given for goods that are not faulty or where the operator is not able to use the product properly – you are expected to ensure that the product is suitable before purchase and that you have the skills to install and use the product. (Business Only).
  • The cost of return carriage is to be borne by the customer. VoIPon does not accept liability for packages damaged during transit and proof of postage is not proof of delivery. All goods returned remain your responsibility until signed for by ourselves. You are therefore strongly advised to send your package by recorded delivery, registered post or courier and maintain sufficient insurance to cover the value of the goods. (Business Only).
  • The right to cancel does not extend to business customers.
  • On receipt of the package, the product will be tested against the stated fault (if any). Tested products found to be in full working order will be returned to the customer. VoIPon reserve the right to charge 50% of the equipment cost for testing and handling and you will be charged a shipping fee to cover the costs involved in returning the item to you (Business Only).

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.