RMA stands for Return Merchandise Authorization. This is not our product refund policy, to view that policy, please reference our Terms and Conditions
First, please review our Manufacturer’s Warranty Policy in our Terms and Conditions.
**Please note that there are separate warranties for server parts (which includes Interface cards and Rhino Channel Banks) and IP phones.**
No return of products will be accepted by Fonality without a Return Merchandise Authorization Number (RMA) obtained from Fonality. All returned products must be shipped prepaid with a clearly marked RMA number on at least two sides of the package. All of the following conditions must be met for Fonality to authorize an RMA #:
You must be within 1 year of purchase.
RMA can only be authorized by a Fonality employee.
The damaged item must be covered under your selected warranty (please reference below to your warranty).
Once you receive your RMA #, please follow the instructions according to your type of warranty:
Fonality Standard Warranty for Server Parts Service (Fonality Mini-Tower and 2U Rack-Mount):
All Fonality servers come with a standard pass-through warranty that covers the: motherboard, processor, interface cards, hard drives, CD-ROM and does not include the: server case, power supply, memory, case fans, cables and assembly, or phones. Please follow the steps below to get an RMA processed:
To begin the RMA process for a damaged server part, you must receive an authorized RMA# from our support department.
You must verify, within the RMA ticket, your shipping address for the RMA to be processed.
If an RMA is approved within 30 days of receipt of your product, Fonality will ship you, overnight, a replacement product within 1 business day from RMA approval (RMA's approved by Operations Management after 2:00 PM PT will be considered approved on the next business day). We will also email you a return shipping label to return your damaged item.
If an RMA is approved after 30 days from receipt, you have 2 options:
You can either elect to enter into our cross-shipping process (please refer below to our step-through cross-shipping process) which enables you to receive your replacement prior to shipping us the damaged unit—it also gives you the ability to upgrade shipping to next day service.
Or you can first ship us the damaged item, and once the item is received, we will UPS ground ship out a replacement part within 2 business days.
If you elect to use our standard warranty process, Fonality will email you a UPS pre-paid shipping label. Please print out this label and affix to your shipment. Please make sure to include all accompanying cables, power supplies, packaging, etc.
HP Pass-Through Warranty Service
If you elected to purchase an HP upgrade, and through the support process Fonality determines that you have an HP part failure, you will need to follow these steps in our Wiki for an HP Warranty Information.
Parts not covered by the HP warranty, as outlined in the Wiki article above, will be covered under the Fonality warranty upgrade service. Please review and follow the process to get your part serviced. A Fonality Support Engineer can inform you which parts are covered by HP and which parts are covered by Fonality.
IP Phones Warranty service
Fonality warrants IP phones separate from our server and interface cards. We only replace IP phones after we’ve received the damaged goods unless you elect to pay for cross shipping. Turn-around once we receive the damaged unit is within 48 business hours. Please follow the following steps to process your IP phone RMA:
To begin the RMA process for a damaged IP phone, you must receive an authorized RMA# from our support department.
You must verify, within the RMA ticket, your shipping address for the RMA to be processed.
Once the RMA is approved, Fonality will email you a return UPS label to ship us the damaged IP phone.
Once we receive your damaged phone, we will ship you out, via UPS ground, a refurbished replacement within 2 business days.
During the RMA process, the support technician will ask you if you want to cross-ship your defective item.
If you select to cross-ship, you will need to fill out and either fax or email (billing@fonality.com) our Cross Shipping/Advanced RMA Request Form
Please fill out the form completely or your cross-ship will not be processed.
We will update the support ticket once we have processed your credit card.
We will ship out the replacement phone within 1 business day of RMA approval and the processing your credit card. (RMA's approved by Operations Management/credit cards approved after 2:00 PM PT will be considered approved on the next business day
We will also email you a return UPS label to ship back the damaged item.
Once we receive back the damaged phone, we will credit back your credit the retail price of the replaced item. Please allow 14 days for the credit to appear on your credit card.
**All phone components and adapters must be included in your shipment**
Fonality’s Cross-Shipping Policy (as it applies to Fonality Mini-Tower and 2U servers)
If you have purchased the Fonality Mini-Tower and 2u server and you elected not to upgrade to the 1-Yr UPS Next-Bus-Day warranty, you have the option to Cross-Ship your damaged server part(s). Cross-shipping enables you to get your replacement prior to shipping us your damaged item. It also gives you the ability to upgrade to standard overnight shipping. There is a $25 cross-shipping fee. You will also be pre-charged the retail price of the replacement part. Once we receive back the damaged item, we will credit you back the retail price of the part only (not the shipping or processing fee). Please follow these steps to cross-ship:
During the RMA process, the support technician will ask you if you want to cross-ship your defective item.
If you select to cross-ship, you will need to fill out and either fax or email (billing@fonality.com) our Cross Shipping/Advanced RMA Request Form
Please fill out the form completely or your cross-ship will not be processed.
We will update the support ticket once we have processed your credit card.
We will ship out the replacement part within 1 business day of RMA approval and the processing your credit card. (RMA's approved by Operations Management/credit cards approved after 2:00 PM PT will be considered approved on the next business day
We will also email you a return UPS label to ship back the damaged item.
Once we receive back the damaged item, we will credit back your credit the retail price of the replaced item. Please allow 14 days for the credit to appear on your credit card.
Please Note That:
Fonality ships refurbished replacement parts when possible.
Fonality only ships via UPS.
Fonality only covers shipping in the continental United States. International customers must pay shipping.
All shipments, as listed in our Terms and Conditions, are FOB. Once shipment leaves the Fonality warehouse, it is the customer’s responsibility.
Failure to return the damaged product within the allotted time will result in a suspension of your Software Maintenance and Support Agreement and your ability to use our warranty service.
If Fonality determines that your returned item was damaged due to customer negligence (i.e. water or physical damage, obvious signs of abuse, and/or act of God) we may charge you the full retail price of the item and/or, suspend your Support and Maintenance contracts and your warranty service.
Limitation of Obligations
THE FOREGOING WARRANTY IS IN LIEU OF, AND BUYER WAIVES, ALL OTHER EXPRESS OR IMPLIED WARRANTIES, INCLUDING WARRANTIES OF MERCHANTABILITY OR FITNESS FOR PURPOSE, AND SETS FORTH THE EXCLUSIVE AND ENTIRE LIABILITY OF FONALITY WITH RESPECT TO ANY DEFECTIVE PRODUCT OR COMPONENT, WHETHER BASED ON CONTRACT, TORT, NEGLIGENCE OR OTHERWISE. IN NO EVENT SHALL FONALITY BE LIABLE FOR SPECIAL, INCIDENTAL, INDIRECT OR CONSEQUENTIAL DAMAGES. The maximum liability of Fonality for any and all claims of any kind, including negligence, for loss or damages arising out of with this Agreement, shall in no case exceed the price allocable to the item of equipment or component which gives rise to the claim.