Hardware Return or Replace Policy
You have 60 calendar days from
the date of purchase to return purchased equipment to the point of
purchase. Equipment must be in good working condition with original
contents and packaging to be eligible for a refund of the purchase
price. This return policy applies to the purchase of new equipment from
VOIP Freedom or its authorized dealers. Proof of purchase is
required. We may charge a restocking fee. A different return period may
apply to accessory purchases. Software is not refundable.
If your equipment is defective and still under warranty
, you may contact Customer Care to order a replacement.
Please note that when you call, Customer Care will first attempt to
troubleshoot your phone problems. For this reason, please make your
initial call to Customer Care from a different phone or you may limit
the ability to troubleshoot. Once you receive the replacement phone,
you must return the defective phone to VOIP Freedom to complete
To receive a replacement
equipment in advance, you must agree that we may charge you a $79.00
for VoIP adapter, $150.00 for SPA941 and $299.00 for SPA962 replacement
charge if your equipment is found to be outside the warranty period
and/or is physically damaged.
Please note that equipment
warranties are not transferable from one customer to another.
VOIP Freedom does not support warranties for any devices that were
not purchased through VOIP Freedom LLC or an authorized VOIP Freedom dealer.
How to determine if your equipment is considered defective:
are generally considered to be defective and covered under warranty if
it has stopped properly functioning due to no fault of the user. For
example, a software malfunction would typically be considered a defect
of the device.
Equipment damage not considered defective includes, but is not limited to:
Cracks on or damage to the device case indicating that the device has been dropped.
Damage indicating that the device has been exposed to liquid.
LCD damage such that the IP-Phone screen has cracks or blue spots.
Device that have been modified or tampered with.
How to return your equipment:
Fill out the Return Form and
indicate the item(s) that you are returning and the reason(s) for the
return. Please note: Your return cannot be processed unless you legibly
and accurately fill out the Return Form and include it with your return.
Place item(s) and completed Return Form in the original package.
Remove all other unnecessary labels in order to minimize any confusion with shipment.
Securely seal the package and
process it for shipping. Insure the package for the full value of the
phone, and send the package via a traceable carrier (such as UPS,
FedEx, or DHL). Be sure to ask for and save the tracking number.
Your account will be credited for the full purchase price of the device (less any rebates) within two billing cycles.
NOTE: If you also wish to cancel service, you will need to call Customer Care within 72 hours of receiving the device.
If your equipment has not been delivered and you cancel service before receiving the phone
, simply refuse delivery of the package
when it arrives
and the device will be returned.
IMPORTANT NOTE: If any items
(a) are returned after the specified return period, (b) have been
physically damaged, modified, or damaged by liquids, or (c) are missing
any parts, then you will not be eligible for, and you will not receive,
any credit on your purchase price. In addition, accessories returned
after such specified return period will not be returned to you.
What to do if your phone has been lost or stolen:
Call Customer Care immediately
to suspend your service. If your device was stolen, please provide the
Customer Care representative with the police report number (if
Once you have called Customer
Care to report the device as lost or stolen, your service will be
suspended for up to a maximum of 30 days. If your device has not been
recovered within this time period, your current account will be
cancelled to prevent any possible misuse. To avoid account
cancellation, call Customer Care regarding your options for replacing
the lost or stolen device.
Charges Refund Policy:
You can receive refund from VOIP Freedom in several cases :
If you close your
account and return equipment during the first 60 days after activation day of your account.
you are charged for a call that was never completed (there was no
answer) and request Customer Service to refund within 30 days of the
invoice date. Upon verification, we will credit your account the amount
If you were incorrectly
charged for services not received or for which you did not sign up. In
such cases, you must contact Customer Service within 24 hours of the
attempted call or discovery of the erroneous charges.