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Equipment Purchase – Return/Refund Policy.

Refund Policy.

SIPcity is happy to accept returns of purchased items within seven days of the date of shipment as part of this refund policy. If a product has arrived defective or has become defective within seven days of shipment please contact technical support at [email protected] to request a replacement.

SIPcity does not issue credit for costs incurred in shipping a returned item.
The replacement product will be the same model and version as the original product ordered.

Items should be returned in as-new condition, disassembled, in original packaging with the packing slip, all warranty cards, manuals and accessories in the original shipping carton or similar packaging. Failure to return all original merchandise with accompanying accessories and materials will result in the product being returned without credit and at the expense of the customer.

Refusal Policy.

Shipped items that are either refused by the customer, or in the event continual delivery attempts fail, will be returned to SIPcity, and credited for the product cost, and tax less shipping and handling. Please allow 3 to 4 weeks for a credit to be issued. It is the customer’s responsibility to make immediate and adequate arrangements with the shipping company to accept a shipment in the event of a failed delivery.

How to cancel an order.

Orders for in-stock items are sent to our warehouse for shipping immediately after you place the order, therefore, in-stock items cannot be cancelled.

To request cancellation of backordered items, please contact our customer service department at [email protected].

How to request a refund.

To return a product please follow these simple steps:

  1. Request a Return.
    A Return Merchandise Authorisation (RMA) number may be obtained by contacting our customer service by clicking here or by calling 1800 150 686 Monday through Friday, 9AM – 5PM AEST, including holidays.
  2. To avoid processing delays, please follow the directions provided for returning a product.
  3. Write Your RMA Number on Your Return.
    Once you have received your RMA number, please write it clearly on the outside of the package to be returned. All products must be returned in the original manufacturer packaging. If your product was shipped in a standard carton, please be sure to return using the same or similar packaging. When using the original carton, please ensure that previous shipping labels or other markings have been removed or covered completely.
  4. Ship the Product Back to Us.
    We advise that you ship the product back to us via AusPost or a tracked delivery service to ensure proper delivery. SIPcity will not be responsible for items lost in transit or without a Proof of Delivery signature. It is the customer’s responsibility to retain a copy of the return tracking number in the event of a ‘lost’ shipment until a credit has been issued or a replacement product has been shipped.
  5. Receive Your Refund or Replacement.
    Once the return is received, please allow 7-10 business days for the credit to appear on your account. Credit will be issued to the payment method or credit card used for your original purchase only. Replacements will ship within 24 hours of receipt of your return, excluding weekends and holidays. You will be notified via email with the appropriate tracking information on your replacement shipment.

Warranty Policy

Polycom VoIP desktop and conference phones:

  • Hardware Warranty (return to factory repair) – 1 year
  • Hardware Warranty (repair cycle time) – 30 days