Policies

Please review the guidelines below on returns.

• Items may be returned to TelecomEx within 14 days from the invoice date.
• All returns of new items are subject to a 20% restocking fee
• Software, Keycodes and RFA's are not returnable.
• Special order items are not returnable.
• There is no restocking charge for refurbished items.
• If your item is defective please refer to our Warranty Policy.
• Shipping charges are non-refundable. If your original order qualified for Free Shipping you will be refunded less the applicable shipping charges.
• TelecomEx is NOT responsible for returned items lost or damaged in transit so we suggest that you insure all packages.

Please follow the steps below to ensure proper and timely processing of your replacement order or credit:

• Contact TelecomEx customer service at 888-922-5200/Option #2 for a return authorization (RMA) number.
• Equipment serial number(s) are required in order to obtain an RMA number.
• Product must be double boxed and your RMA number must be written on the outside of the shipping box. Do NOT write on the original packaging or damage it in any way.
• Any items returned without original packing material (such as boxes, bags, cables, cords and manuals) will not be credited.
• Return merchandise must be received in our warehouse within 7 calendar days of the RMA date. After 7 days the package will be refused.
• No returns are accepted after 14 calendar days.

Your satisfaction is our top priority and we will work diligently to correct all issues as quickly as possible.

Click here to see our Terms and Conditions.

Free technical support will be provided for programming and installation questions for products that were purchased from TelecomEx. This includes the support for a majority of feature-related questions, telephone user set-up as well as voice mail questions, within a 20 minute timeframe.

More extensive system tech support is billable at a rate of $95/hour for Partner and Norstar and $125/hour for IP Office and BCM, billable in 15 minute increments. A paid tech support call may need to be scheduled by appointment and a credit card or purchase order # will be required prior to the call.

In addition, all tech support requests for items not purchased from TelecomEx, will be billable at the $95/$125 per hour rate and will require an advance ticket # as well.

Tech Support requests can be initiated by selecting 2 from our auto attendant. Your invoice number or product serial number will be requested and you’ll be given a ticket number.

TelecomEx will replace any new equipment that is determined to be defective within the first 30 days of ownership, except as noted below. TelecomEx requires the equipment serial number(s) in order to process warranty replacements. After the first 30 days all warranties will be honored by the manufacturer. A list of manufacturers, their contact information, and warranty periods is provided below. All returned items must include original packaging materials, such as boxes, bags, cables, cords and manuals. Returns must be double boxed and include the RMA number on the outside of the shipping box; DO NOT write on the original packaging or damage it in anyway. Please refer to our Return Policy for more information on how to request an RMA (returned merchandise authorization).

TelecomEx warranties all refurbished equipment for one year unless noted in the product description.

Any advance replacements require a valid credit card.

Aastra 155 Snow Blvd. Concord, ON L4K4N9 905-760-4200 800-574-1611	One Year Warranty
Avaya Call 888-922-5200 or e-mail us at customerservice@telecomex.com	One Year Warranty for New and Refurbished, including Phones; Software is 90 Days. All Avaya warranties honored by TelecomEx
Adtran 901 Explorer Blvd., 5 South Huntsville, AL 35814 800-615-1176 888-423-8726	5 Yr. Warranty, Except Total Access products, 10 year.
Citel 877-248-3587	One Year Warranty
DuVoice 608 State Street Kirkland, WA 98033 800-888-1057 425-250-2393 (Tech Support)	One Year Warranty
GN Netcom/Jabra 77 Northeastern Blvd Nashua, NH 03062 603-598-1100 800-345-8639	Two-Year Warranty applies to the following products: GN 2100 Series | GN 2200 Series | 405-Flex-SF |  All Commercial Grade Amplifiers One-Year Warranty applies to the following products: GN 4100 Series | All Wireless Products | All Headset Telephones | Computer Products
Gai-Tronics 400 East Wyomissing Avenue Mohnton, PA 19540 800-492-1212	One Year Warranty
Konftel 886-606-4728	Two Year Warranty
Multi-Tech 2205 Woodale Drive Moundsview, MN 55112 763-785-3500 800-328-9717	2, 5 or 10 year, depending on the product.
Nortel Call 888-922-5200 or e-mail us at customerservice@telecomex.com	One Year Warranty honored by TelecomEx
Phybridge 1200 Speers Road, Suite 37 Oakville, ON L6L 2X4 Canada 905-901-3633	One Year Warranty
Plantronics 345 Encinal Street Santa Cruz, CA 95060 831-426-5858 800-544-4660	One Year Warranty, Except H series headsets, 2 years.
Polycom 1565 Barber Lane Milpitas, CA 95035 408-526-9000 800-765-9266	One Year Warranty TelecomEx provides access to the latest Polycom SIP software to our customers.
Siemens/Rolm Call 888-922-5200 or e-mail us at customerservice@telecomex.com	One Year Warranty honored by TelecomEx
snom technology AG Gradestr 46 D-12347 Berlin Germany +49-30-39833-101	One Year Warranty