Request for Product Repair/Replacement or Return

Product Return/Repair Terms:

All returned products must be 100% complete and in original “NEW - UNOPENED” condition, with all packaging, software, manuals, blank warranty cards, and any other accessories and documentation included.

Restocking fees of 15% apply to all product returns for “refund” or “Merchandise Credit”.

An inspection fee of $89.00 will be charged on all products that are returned as defective but tested without a defect being found “no fault found”.

All shipping charges related to merchandise return and return for repair /replacement are at customer’s expense and must be prepaid.

All returns must be accompanied by a return authorization from CTIconnect. This is not your return authorization; a return authorization will be issued based on the information received in this request. The return authorization sent back to you in response to this request must be included with your return or the return will be refused by our warehouse.

If the condition of the returned product does not meet the terms of CTIconnect’s return policies, or the exact product is not received by CTIconnect as listed on Return Authorization, the product will be returned to the customer, at the customer’s expense.

Dead on Arrival Returns:

All DOA Return/Repair requests must be made within the manufacturer's specified time-frame* and returned to CTIconnect within 5 days of Return/Repair Authorization issuance. Once the DOA unit is received and approved by CTIconnects Logistics Organization, a credit memo equal to the original invoice amount will be issued. Replacement units will be sent out in lieu of a credit memo only after prior approval has been obtained from the manufacturer.

*For Cambium items, DOA return requests must be made within 30 days of the original invoice for the shipment to the customer.

Warranty Returns:

All warranty Return/Repair requests must be made and returned product received by CTIconnect within manufacturer’s warranty period. Products returned under warranty are not eligible for refund or merchandise credit. All products returned under warranty will be processed per the manufacturer’s original warranty.


Returns for Merchandise Credit:

CTIconnect Non-Stocked Products

Orders for non-stocked products are not returnable and are non-refundable unless prior authorization is given by CTIconnects supplier with the only exception being DOA products. All sales of non-stocked products are final (exception: DOA products).

Also, CTIconnect will not accept returns of non-stocked products once they have been opened without prior approval from CTIconnects supplier. Before opening each product, please check its packaging and label carefully to be sure you received the correct product and version. If the supplier's original packaging and seal is still intact, the product is eligible for return for merchandise credit. Request for return must be made within 15 days of the original invoice date of the purchase.

CTIconnect Stocked Products

CTIconnect will not accept returns of stocked products once they have been opened. Before opening each product, please check its packaging and label carefully to be sure you received the correct product and version. If the supplier's original packaging and seal is still intact, the product is eligible for return for merchandise credit. Customers may return CTIconnect stocked products within 15 days of original invoice date for a merchandise credit.

Software and License

Software and licenses are non-returnable, non-refundable and non-transferrable. Once a license is issued by the manufacturer, they will not credit it back to you and we are not able to credit you as well. Therefore, know what you are buying is correct before you make a software or license purchase.

Damage in transit / Loss Policy

All shipments should be physically inspected immediately upon receipt. Do not accept visibly damaged packages unless the carrier notes the extent of the damage. Please contact us within one business day of receipt to report the damages.

Every shipment sent out by CTIconnect is traceable via tracking numbers assigned by the freight carriers. Please keep track of the status and delivery date posted for your shipment. Shipments can be delayed and delivery dates can be pushed back for various reasons by the freight carrier. If you do not receive your shipment, please contact us as soon as possible to start an investigation and claim with the shipping carrier.

Please follow the above instructions to ensure the eligibility for credit from the freight carrier; failure to do so can result in refused replacement or compensation.

Shipping Errors:

Customer must notify CTIconnect within five days of receipt of products in the event of a shipping error by CTIconnect. CTIconnect will correct all shipping errors made by CTIconnect at no additional shipping cost to customer. Errors made at the time of order by the customer (i.e., customer ordered the wrong product) will fall under CTIconnects applicable return policy above.

Order Cancellation:

All “stocked product” order cancellations will be accepted at no charge to customer if the order has not yet been processed or shipped. All other cancellations are subject to CTIconnects standard return policies as detailed above.

***If this is a DOA RMA for Cambium products you must include a Case Approval # in the EXTERNAL (PRINT) NOTEs section in order to have the RMA approved. We cannot approve any RMA for DOA Cambium products without the Case Approval #. You can get this # from Cambium's support group.