PhoneVOIP Returns Policy

1. Introduction

This Refunds and Returns Policy outlines the terms under which customers of PhoneVOIP may return products or request a refund or cancellation of services. This policy applies to both hardware products (e.g., VoIP phones, adapters) and subscription-based VoIP services.

2. Definitions

• Hardware: Physical products sold by the company.
• Services: VoIP telephony services, hosted PBX, SIP trunking, calling plans, and related subscriptions.
• Original Payment Method: The payment method used to complete the original purchase.

3. Hardware Returns

3.1 Change-of-Mind Returns

• Hardware may be returned within 7 days of delivery for a refund or exchange.
• To be eligible:
  • Item must be unused and in original condition.
  • Item must include all original packaging, accessories, manuals, and documentation.
  • A valid receipt or invoice must be provided.

3.2 Non-Returnable Hardware

The following hardware items are not eligible for change-of-mind returns:

• Items that are opened, used, damaged, or missing original packaging or accessories.
• Custom-ordered or bespoke hardware.
• Software licenses, digital downloads, or consumables once delivered.

3.3 Defective Hardware

• If you receive a defective or incorrect item, notify us within 24 hours of delivery for a replacement or refund.
• Defective hardware may be repaired, replaced, or refunded at the company's discretion.
• Proof of defect or damage (e.g., photographs) may be required.

4. Service Cancellations and Refunds

4.1 Subscription Services

• Recurring VoIP service fees (e.g., hosted PBX, calling plans) are non-refundable once the billing period has begun.
• Customers may cancel future services by providing notice as required in the service agreement.

4.2 One-Off Service Charges

• Fees such as activation, setup, porting, or installation are non-refundable once the associated work has begun or the request has been submitted.
• Prepaid calling credit or usage balances are generally non-refundable once applied to an account, except where required by law.

5. Exchanges

• Exchanges of hardware are permitted within the change-of-mind period if:
  • The returned hardware meets eligibility criteria.
  • The replacement item is of equal or greater value; any price difference must be paid by the customer.
• Exchanges are subject to stock availability.

6. Refund Process

• Approved refunds will be issued to the original payment method within 3–10 business days after approval, subject to processing times of banks or payment providers.
• Shipping charges are non-refundable except when the returned item was defective or supplied in error.

7. Return Shipping

• Customers are responsible for return shipping costs unless the item is defective or an error was made by the company.
• Returned items must be securely packaged to prevent damage in transit. Items damaged during return shipping may not qualify for a refund.

8. Warranty Claims

• Some hardware products may be covered by a manufacturer's warranty.
• Warranty claims must follow warranty terms and may require proof of purchase and inspection.

9. How to Request a Return or Refund

To request a return, refund, or exchange:

1. Contact customer support via email or phone with:
   • Order number or invoice.
   • Description of the item or service.
   • Reason for the return or cancellation.
2. Follow the instructions provided for return shipping.
3. Do not send any items without obtaining prior authorization, as unauthorized returns may be rejected.

10. Legal and Consumer Rights

This policy does not limit rights required by applicable consumer protection law. Where required by law, additional rights relating to cancellations, refunds, or returns may apply.