Returns & Refunds

There may be some occasions when you need to return hardware items to us. These are the procedures to follow if you do.

For Items Damaged in Transit

If the items are visibly damaged when you receive them, please refuse delivery. We ask that you report this to us as soon as possible but always within 14 days of refusing. If the goods have been accepted by you please follow the procedures for goods found faulty on arrival.

For Items Faulty on Arrival (DOA)

If your items are faulty on arrival, you must tell us within 14 days. Please email us at returns@voipfone.co.uk and, if we can't resolve the problem with you directly, you will be issued with an RMA number. Once you have the authority, please return the items to the address you will be provided with. (Please do not return goods to our registered address, for security reasons this building cannot receive packages and they will be turned away). Items should be sent in their original packaging complete with all accessories and documentation. We'll then issue a replacement or refund you via your original payment method.

For Items Faulty in Warranty Period

If any of your purchases develop a fault then, provided your item is within its warranty period (usually 12 months), you are entitled to a warranty repair or we may replace the item (at our discretion). Please email us at returns@voipfone.co.uk and, if we can't resolve the problem with you directly, you will be issued with an RMA number. Once you have the authority please return the items to the address you will be provided with. (Please do not return goods to our registered address, for security reasons this building cannot receive packages and they will be turned away).

If You Have Simply Changed Your Mind

If you have simply changed your mind about any item ordered, and you wish to return it, you can do so provided you inform us of your decision within 14 days of receipt. The item must not be used and must be 'as new' when returned to us. Please email us at returns@voipfone.co.uk and you will be issued with an RMA number. You then have 28 days to return the goods to the address you will be provided with. (Please do not return goods to our registered address, for security reasons this building cannot receive packages and they will be turned away.) Once we have received the item, we'll issue a refund for the product.

If You Have Received an Incorrect Item

Please email us at returns@voipfone.co.uk and you will be issued with an RMA number. Once you have the authority to return the items they should be sent in their original packaging complete with all accessories and documentation to the address you will be provided with. (Please do not return goods to our registered address, for security reasons this building cannot receive packages and they will be turned away).

How to Return an Item

Before you return anything, YOU MUST HAVE OBTAINED AN RMA NUMBER. The RMA number is your guarantee that your goods will either be replaced or refunded. Without this number you cannot be refunded. To do this, email returns@voipfone.co.uk or support@voipfone.co.uk if you require technical support before returning your purchase.

When you have your RMA number, you should return the item to us at the address we provide. Please do not return goods to our registered address, for security reasons this building cannot receive packages and they will be turned away.

Returned products must be adequately wrapped to prevent damage during transit with the RMA number or end user details clearly marked on the outside of the package. It would help us to speedily process your return if you also enclosed a detailed note of the fault.

All good returned remain your responsibility until signed for by ourselves so we can't accept liability for packages damaged during transit. As proof of postage is not proof of delivery, you are strongly advised to send your package by recorded delivery, registered post or courier and maintain sufficient insurance to cover the value of the goods.

Please note: With the exception of goods delivered incorrectly or that are faulty on arrival, the cost of return carriage is your responsibility.