Phone systems are often the unsung heroes in an organization but are undoubtedly one of the most vital aspects of a business.
This Hardware Return Policy (the “Policy”) describes the terms under which Ultatel, LLC (“Ultatel”) accepts returns of hardware products purchased from Ultatel, including IP phones, headsets, conference devices, ATAs, IADs, gateways, and accessories (collectively, “Hardware”). This Policy applies to direct purchases from Ultatel; Hardware purchased from authorized resellers may be subject to the reseller’s own return policy.
This Policy is incorporated by reference into the Master Services Agreement (“MSA”), the Service Agreement, and the Website Terms of Use. Capitalized terms not defined in this Policy have the meanings given in the applicable Service Agreement.
Customer may return Hardware purchased from Ultatel within thirty (30) days of delivery (the “Return Period”), subject to the conditions in this Policy. Hardware received outside the Return Period will not be accepted unless covered by a separate manufacturer warranty or as expressly authorized by Ultatel.
To initiate a return, Customer must obtain a Return Merchandise Authorization (“RMA”) from Ultatel before shipping the Hardware. To request an RMA:
Hardware returned without an RMA, or shipped to any address other than the address provided by Ultatel, may be refused or returned to the sender at Customer’s expense.
Refund amounts depend on the condition of the returned Hardware, as determined by Ultatel in its reasonable discretion upon receipt and inspection. The following table summarizes refund amounts:
Condition of returned product | Refund amount |
New, sealed, original packaging, with all accessories | 100% of purchase price (less Return Processing Fee) |
Opened, like-new, complete with all accessories | 85% of purchase price (less Return Processing Fee) |
Used in good working condition, complete | 70% of purchase price (less Return Processing Fee) |
Damaged or missing components (other than defects) | Refund determined by Ultatel based on inspection; Ultatel may decline the return |
Defective on arrival or under manufacturer warranty | Full refund or replacement; no Return Processing Fee |
Hardware that is damaged due to misuse, accident, unauthorized modification, exposure to liquid, fire, or other casualty is not eligible for return under this Policy. Hardware sold as “as-is,” “clearance,” or “final sale” is not eligible for return.
If Hardware is defective on arrival or fails during the Return Period due to a manufacturing defect, Customer may, at Ultatel’s discretion, receive a replacement unit or a full refund (including the Return Processing Fee). Defective Hardware claims are subject to inspection. Returns determined to result from improper installation, misuse, or damage will be redirected to the unwanted-return process.
Hardware that is outside the Return Period but still under the manufacturer’s warranty will be processed in accordance with the manufacturer’s warranty terms. Ultatel will provide reasonable assistance to facilitate a manufacturer warranty claim but is not responsible for warranty fulfillment by the manufacturer.
Hardware that has been activated, provisioned, paired with a customer account, programmed, or customized for the Customer’s specific requirements (including unit configurations, custom firmware, branded labeling, or pre-loaded contacts) is subject to a higher refund deduction or may be ineligible for return, as Ultatel may determine. Customer should request return as soon as the Hardware is found unsuitable, before any activation or provisioning is performed.
All returns (other than defective returns under Section 4) are subject to a Return Processing Fee of twenty-five U.S. dollars ($25.00) per returned unit. The Return Processing Fee covers inspection, restocking, and reverse logistics. The Return Processing Fee will be deducted from the refund amount.
Customer is responsible for return shipping costs unless the return is for defective Hardware under Section 4, in which case Ultatel will provide a prepaid return shipping label. Ultatel recommends using a trackable shipping service and adequately insuring the shipment. Ultatel is not responsible for Hardware lost or damaged in transit during return.
Refunds will be issued to the original payment method within fifteen (15) business days after Ultatel receives and inspects the returned Hardware. The refund will reflect the amount paid for the Hardware (less the Return Processing Fee, where applicable, and adjusted for condition as set forth in Section 3). Original shipping fees are not refundable except in the case of defective Hardware under Section 4.
Applicable taxes, duties, and fees that were paid by Customer to Ultatel and that are refundable under applicable law will be refunded; non-refundable taxes, duties, and fees will not be refunded.
Customer may exchange returned Hardware for an equivalent or upgraded model, subject to availability and pricing differences. Exchanges follow the same RMA process as returns. The Return Processing Fee may be waived in Ultatel’s discretion for direct exchanges.
Returning Hardware does not, by itself, terminate or modify Customer’s service plan or any obligation under the applicable Service Agreement, including monthly recurring charges and Early Termination Fees. Customers wishing to cancel or downsize service should follow the procedures set forth in the Service Agreement.
Ultatel reserves the right to: (a) limit or refuse returns where it reasonably suspects fraud or abuse; (b) modify this Policy from time to time, with the modified Policy applying to purchases made on or after the effective date of the modification; and (c) make exceptions to this Policy in its discretion.
Questions or requests under this Policy may be directed to:
Ultatel, LLC — Returns Department
13873 Park Center Rd, Suite 450
Herndon, VA 20171
Phone: 1-800-930-9912
Email: returns@ultatel.com
Trusted by Companies of All Sizes.
Trusted by Companies of All Sizes.
Trusted by Companies of All Sizes.
Trusted by Companies of All Sizes.
Trusted by Companies of All Sizes.
