RMA Procedure Policy

New Sangoma hardware comes with a full five (5) year warranty for replacement and repair from the date of purchase. We rigorously test all cards to ensure our customer always receive the highest quality products.

In the case that a customer believes they have a defective card, they should first contact our Technical Support at techdesk@sangoma.com or call (800) 388-2475 ext. 119.

After determining the card is defective, Sangoma will then issue an RMA for repair or replacement.

To be able to help our customers quickly, we require the following information before issuing an RMA:

• Serial number of all defective items
• Customer name
• Name of Company or Organization
• Shipping address
• Phone number
• Email
• Product name
• Quantity of items being returned

Without all of the information as outlined above, Sangoma will be unable to issue an RMA.

Note:if an item has been purchased through one of our resellers, the customer must return the defective card to the reseller, unless otherwise directed.

For Returns Under Warranty (Repair and Replacement)

Note: Please DO NOT use UPS Ground. All such packages will be refused and returned.

• All packages must have the RMA number marked on the outside of any and all boxes.
• The item serial number of the return must match the serial number as printed on the RMA.
• Do not return items other than what is listed on the issued RMA.
• Sangoma will replace or repair defective items at our discretion.
• Repaired/Replaced items will be shipped back to the sender within a two-week period.
• To cross-ship an item we require a credit card number.
• In the event an item has been cross-shipped, the defective card must be returned to our offices within twenty (20) days of the shipment of the replacement. If it has not, we will charge your account.

Returning for Credit

• All credit issued are subject to Sangoma Technologies’ approval.
• Freight and insurance are non-refundable.
• All parts (including manuals, cables and CD-ROM, etc.) must be returned within 30 days of RMA issue.
• Parts must be sent back complete and in original packaging. Any parts sent back incomplete or physically damaged will be deducted from credit or rejected.
• A 25% restocking fee may be imposed at Sangoma’s discretion.

Contact and Support

If a customer has any questions concerning an RMA or RMA procedure, please email rma@sangoma.com and include your serial numbers with your inquiry.