Return and Refund Policy

At VoIP PBX Express, customer satisfaction is our priority. We aim to provide reliable equipment and excellent service. However, we understand that returns or replacements may sometimes be necessary. Please carefully review our Return and Refund Policy for full details on how returns and exchanges are handled.

1. Equipment Warranty

If any equipment arrives damaged, is Dead on Arrival (DOA), or malfunctions, VoIP PBX Express will replace the part under our equipment warranty, effective from the date the main PBX unit is delivered. This warranty covers the equipment for one year.

Replacement Process

  • Verification and RMA Number: Once we verify that a part needs replacement, an RMA (Return Merchandise Authorization) number will be issued.
  • Shipping and Costs: VoIP PBX Express will cover the shipping cost of the replacement part using the same shipping method as your original purchase. If you prefer expedited shipping, the additional cost will be your responsibility.
  • Return of Defective Part: Once you receive the replacement, please follow the return instructions included with your package to send back the defective equipment. Return shipping costs for the defective item are the customer's responsibility.

Note: Refer to our Technical Support Policy for assistance with programming replacement parts.

2. General Return Policy for All Purchases

You may return any items within 30 days of delivery. Returns beyond 30 days will incur increased restocking fees as follows:

  • Within 30 days: 35% restocking fee.
  • Between 31 and 60 days: 60% restocking fee.
  • Between 61 and 90 days: 75% restocking fee.
  • After 90 days: No returns accepted.

Important: No refunds will be issued for softphone purchases, or for items where the compact flash or VOID sticker is broken, damaged, or tampered with.

3. Return Process

To initiate a return, follow these steps:

Step 1: Obtain an RMA Number

  • Within 30 Days: Contact your Project Manager to request an RMA number within 30 days of receiving your item. Returns without an RMA number will not be accepted.
  • Expiration: RMA numbers expire 30 days after issuance. Returns received after this period will be denied.

Step 2: Return Shipping Instructions

  • RMA Confirmation: You will receive an automated confirmation email with the RMA number and return shipping address.
  • Packaging and Accessories: Include all original packaging and accessories. Write the RMA number on the outside of your shipping package and include a note explaining the reason for the return.
  • Shipping Method: Use a traceable shipping service, such as USPS Registered Mail, FedEx, or UPS, to send your return. VoIP PBX Express cannot process returns sent via non-traceable methods.

Step 3: Refund Processing

  • Inspection and Confirmation: Once your return arrives at our facility, please allow 5-7 business days for processing and inspection.
  • Refund Notification: You will receive an email confirming the refund once processed. Please allow up to two billing cycles for the credit to appear on your statement.
  • Refund Amount: Refunds are issued for the original purchase price and applicable taxes. Shipping and handling fees are non-refundable.

Note: If an item is returned in an unacceptable condition, we will not process a refund and will ship the merchandise back to you.

For any questions about our Return and Refund Policy, please contact us at sales@voippbxexpress.com. We are here to assist you and ensure a smooth experience.