RMA (Returns Merchandise Authorisation) – Update July 2025
The below details the returns procedure for faulty hardware and includes advance replacement options and warranty periods.
RMA Request Process – Yealink & Poly
Please complete the RMA Form which can be found here and then raise a ticket selecting category “RMA Returns”.
Please ensure a copy of the completed RMA Form is attached.
- The RMA request will be raised with the supplier who will validate the request. The RMA number will then be confirmed on the ticket. NOTE – this RMA number must be quoted on all future correspondence.
- If an advance replacement is available & requested, the replacement will be sent to the address detailed on the RMA form. The MAC address will be confirmed on the RMA ticket.
- Please add the new MAC address of the replacement unit to the end user account in Uboss in the usual way. If you need assistance, please contact your Support team.
- The faulty unit must be returned to the supplier (this will be confirmed on the ticket) within 21 days quoting the RMA number. If the faulty device is not returned an invoice for the full value will be issued.
- If an advance replacement is provided and the returned device 'fault' is found to be caused by user damage or ‘no fault found’, you will be charged for the replacement already provided. You can then opt to have the original device repaired and returned but charges will apply. Or you can opt to have the device disposed of.
- If any advance replacement hardware is no longer required and you wish to return it, there may be a restocking fee which will be confirmed by our supplier – recently we have seen restocking fees of up to 30% of the value but this may increase depending on the condition of the returned hardware.
RMA Request Process – Grandstream/BNS
Please complete the RMA Form which can be found here and then raise a ticket selecting category “RMA Returns”.
Please ensure a copy of the completed RMA Form is attached.
- The request will be raised with BNS who will validate it. They will then confirm a reference number which will be added to the Uboss ticket.
- The faulty unit must be returned to BNS within 10 days making sure the reference number provided on the ticket is visible on or in the packaging. Should the faulty device not be returned within the timeframe quoted, an invoice for the full value will be raised.
- The return address for the faulty unit is:-
BNS Distribution Ltd
Unit 8
Douglas Mill
Bradley Lane
Standish
Wigan WN6 0XF
4. If an advance replacement is available & requested, the replacement will be sent to the address detailed on the ticket. The MAC address will also be confirmed on the ticket.
5. Please add the new MAC address of the replacement unit to the end user account in Uboss in the usual way. If you need assistance, please contact your Support team.
6. If an advance replacement is provided and the returned device 'fault' is found to be caused by user damage or ‘no fault found’, you will be charged for any replacement already provided. You can then opt to have the original device repaired and returned but charges will apply. Or you can opt to have the device disposed of.
7. If any advance replacement hardware is no longer required and you wish to return it, there may be a restocking fee which will be confirmed by our supplier – recently we have seen restocking fees of up to 30% of the value but this may increase depending on the condition of the returned hardware.
Warranty Periods – the Warranty period for all manufacturers/devices originally supplied by us is 12 months unless otherwise stated on the list below.
Yealink – Yealink offer Lifetime warranty on VOIP Devices including Deskphone, DECT and Conference Units. The lifetime warranty ends once the device becomes end of sale. After that point the device will be covered for a further 12 months.