Return Policy

• Aptela offers a 30 day return policy for new phone, ATA and router hardware purchases, tracked by the purchase date.
• Returns for credit within 30 days of purchase are subject to a 20% restocking fee.
• All hardware returns must include an RMA number on the outside of the shipping box.
• Products received without an RMA number will be immediately returned to sender at their cost.
• All returns are to be shipped in the original box with cords, power supplies and manufacturer documentation. Customers may be subject to penalty charges for missing or damaged parts.
• Returns are accepted at the sole discretion of Aptela and are based on the condition of the product when it is received by Aptela. Returns may be refused and sent back to the customer at the customer's cost.
• Aptela does not accept returns for headsets or other accessory purchases. 

To Return Hardware

• Go to the Billing Questions section of our online Support page.
• Select “Phone Return” from the “Request Type” option. 
• Please be sure to include the estimated purchase date. Also include the model number of the hardware and the “MAC Address” which can be found on the back of the phone, or on the bottom of the router, on the white barcode sticker (the number usually starts with three zeros).

Replacement Policy

• Aptela offers a warranty replacement policy providing full replacement for faulty hardware (phone, ATA, router and headsets) within one year of purchase.
• All hardware returns must include an RMA number on the outside of the shipping box.
• Products received without an RMA number will be immediately returned to sender at their cost.
• All returns are to be shipped in the original box with cords, power supplies and manufacturer documentation. Customers may be subject to penalty charges for missing or damaged parts.

To Request an RMA

• Submit Technical Support ticket and describe the problem(s) you are experiencing.
• The support technician will issue a ticket number and troubleshoot the problem to verify issues.
• Once verified, Aptela will provide you with an RMA number to use for returning the faulty hardware.
• All returns are to be returned in the original box with cords, power supplies and manufacturer documentation. RMA number is to appear on the outside of the shipping box.
• When faulty equipment is received, tests are again conducted to confirm the product issues.
• If the product is bad, replacement product will be shipped (via ground service) to the customer.
• If the product is found good, the product will be returned to the customer.

Advanced Replacement

• If advanced replacement is desired for faulty products, Aptela will provide the customer with an RMA number.
• Customers will then be invoiced and the products shipped ground.
• If a shipping method other than ground is required, customer is responsible for the alternate method.
• Defective product must be returned within 10 business days after receiving the advanced replacement. Customer is responsible for the shipping fee for the faulty equipment.