Return Policies

1. Initial Return Date.

“Initial Return Date” is defined as (i) the date on which the product is sent to TelOnline LLC, or (ii) in the case of resale through a channel authorized by TelOnline, the date no greater than ninety (90) days after the original shipment of the product by TelOnline LLC, or (iii) in the case of a third party return policy in reference to OEM agreements between TelOnline and a third party, the date not greater than ninety (90) days after shipment original product by TelOnline LLC, to the third party as execution of the OEM agreement.

2. Returns of Non-Defective Hardware.

With the exception of those customers subject to a written agreement with TelOnline for inventory rotation, TelOnline only accepts returns of Non-Defective Hardware in unopened boxes and if said return is made within thirty (30) days following the Initial Date of Return. Non-Defective Hardware in open boxes will be subject to a twenty percent (20%) inventory charge. TelOnline will not accept returns of Non-Defective Hardware after thirty (30) days. Other returns are governed by the individual warranty policies of TelOnline or its suppliers. Non-Defective Hardware returns only apply to hardware purchased directly from TelOnline; Customers who have purchased TelOnline hardware from a third party should contact that third party to discuss their return policies. TelOnline is not obligated to accept returns of any type of hardware that has been opened, altered, or is not in a condition suitable for resale except when governed by this Returns Policy, as described in this section.

3. Returns of Non-Defective Software.

These returns will be at the sole discretion of TelOnline and under a case-by-case policy, that is, each case will be analyzed individually. Software products that have not been activated may be subject to a return within ten (10) days following the Initial Return Date, and may be subject, at TelOnline’s sole discretion, to an Administrative Fee of twenty percent. (20%). All other software returns will be made under the terms of the warranty in effect with TelOnline. TelOnline is not obliged to accept returns of software that has been activated or used, no matter where it comes from.

4. Limitation of Liability.

To the maximum permitted by law, TelOnline is not liable under any contract, negligence, limited liability, or any other legal or equitable theory for any loss due to the use of the product, inconvenience or direct damage of any nature, be it special, incidental, or consequential (including, but not limited to, loss of income or profits, suspension of work activities, damage to computer or peripherals, faulty operation, failure of connected equipment or peripherals and programs, loss of information or data, or loss of good will) that results as a consequence of the use of the product, in relation to the warranty service, or that occurs as a result of total or partial non-compliance with this return policy, even if TelOnline has been alerted to the possibility of such damages. The only remedy for a violation of the limited warranties is repair, replacement, or money back for the purchase value of the product. The maximum liability of TelOnline for a defective or out-of-standard product under this agreement is limited to the purchase price of the product in question and any damage that is recognized by a written agreement signed between the customer and TelOnline. All of the foregoing defines that express, written warranties and remedies are exclusive and in lieu of other warranties or remedies, express, implied, or statutory.

5. RMA (Return Material Authorization / Authorization for Return of Material) Procedure for Defective Hardware

Customers who wish to return defective hardware must first contact TelOnline Technical Service for the diagnosis and approval of their return request. A TelOnline Technical Service technician will review the corresponding account, information about the product in question, and verify the warranty status of said product. All RMA approvals are subject to verification of warranty status.

Specifically, TelOnline will not process third-party product warranties that TelOnline has sold to the customer if they are not covered by a current and active third-party warranty. All products manufactured or supplied by third parties are subject to the conditions of the third-party warranties. TelOnline advises the customer to contact these companies to find out the details of their guarantees.

Once the TelOnline Technical Service technician confirms that the hardware is defective and consider its replacement necessary, an RMA number will be assigned, authorizing the customer to return the defective hardware to TelOnline. The RMA number must be noted on the original product box. The shipping costs in connection with the return of the defective product to TelOnline will be covered by the customer, except in those cases DOA (Dead-On-Arrival, Did Not-Work-On-Open), when a properly installed product does not work immediately in its primary function as stated in its documentation once electrical current has been applied to it for the first time. DOAs must be reported by the client within the next thirty (30) days from the date of invoice to the client, otherwise said product will not be considered DOA. For DOAs, TelOnline will cover both the shipping and resending or return costs (three (3) days domestic US, one (1) week international). In the event that the shipped hardware has been misrepresented as a DOA by the customer or its agents, TelOnline will charge the customer for the shipping costs and an additional amount for administrative fees. When the customer sends a TelOnline authorized product, they must include only the authorized hardware and / or accessories together with a copy of the authorization from our Technical Service technician. TelOnline will not replace hardware and / or accessories that are not covered or covered by the corresponding authorization.

TelOnline will process the replacement with the manufacturer or supplier, after receiving the hardware from the customer and having verified the status of their warranty. If the customer wants to speed up the RMA process, TelOnline can send a replacement of the product as soon as technically possible. This procedure requires a Parallel Shipping Order for which the customer must provide a credit card number to secure the TelOnline product. The customer’s credit card will not be subject to any charge unless TelOnline does not receive the product to be returned within thirty (30) days from the date TelOnline sends the replacement product to the customer.

Any approved RMA should be considered provisional, based on verification of the warranty status when the hardware is received at TelOnline. If TelOnline determines that the hardware is out of warranty, or if the returned product is not defective (No Problem Product) the customer will be notified. TelOnline will not cover shipping, handling and handling costs, or customs for unauthorized hardware to return. At the customer’s discretion, TelOnline may dispose of out-of-warranty hardware or return it to the customer as long as the customer covers the shipping costs. TelOnline aims to receive returns within thirty (30) days from the authorization date. If for any reason the return shipment does not arrive at TelOnline within the next thirty (30) days from the date the RMA was assigned, the customer should contact TelOnline Technical Service so that the estimated date above the product covered by the RMA can be updated and taken into consideration, and proceed to the issuance of an RMA with an updated date.

6. Shipping.

Returns are typically shipped via UPS ground within the US, and via FedEx for international orders. If you have any questions, please contact our Technical Service representative at +1 954.894.6181.

TelOnline will not be responsible for returns sent without authorization. Please do not return any product that does not have a properly processed and assigned RMA. Before shipping, remove any hardware modules that have not been approved for replacement. TelOnline reserves the right to deny replacement of product that was not approved for pre-shipment replacement.

Note: Please do not send accessories such as telephone cables, power supply units and their cables, and certificates, unless the product is still unopened in its original box, or by instructions from our Technical Service.

7. Jurisdiction.

This agreement is governed and interpreted by the laws of the United States of America, and in those respects that federal laws do not apply, by the laws of the State of Florida, United States of America. All jurisdiction will be determined in accordance with this law. If permitted by applicable law, TelOnline and the customer expressly waive any dispute by jury trial and consent to trial by court and judge. In the event of a dispute, TelOnline and the customer agree to resolve their differences by direct communication between the representatives of each party. The parties agree to attempt to resolve the dispute within fourteen (14) days of direct verbal communication between the representatives of each party and during their goodwill efforts, upon written notification of initiation of the dispute. The party with the dispute must provide written communication and sufficient detail in said communication regarding the nature of the problem and the requested remedy, in order to allow the other party not to invoke this clause and initiate good faith efforts to resolve the dispute. TelOnline and the customer expressly agree that the United Nations Convention on International Sales of Goods is excluded from this agreement and neither party may invoke it.