1. Initial Return Date
“Initial Return Date” it is defined as (i) the date when the product is send to TelOnline LLC, or (ii) in the case of resale by a channel authorized by TelOnline, the date no more than ninety (90) days after the original shipment of the product by TelOnline LLC or (iii) In the case of a return policy of a third party in reference to OEM agreements between TelOnline and a third party, the date no greater than ninety (90) days after the original shipment of the product by TelOnline LLC, to the third party as execution of the OEM agreement.
2. Non-defective Hardware Returns
Except for those customers subject to a written agreement with TelOnline, TelOnline only accepts non-defective Hardware returns in unopened boxes and if such return is made within thirty (30) days following the initial return date. Non-defective Hardware in open boxes will be subject to twenty percent (20%) of inventory expenses. TelOnline will not accept non-defective Hardware returns after thirty (30) days. Other returns are governed by TelOnline individual warranty policies or its suppliers. Non-defective hardware returns only applies to hardware purchased directly from TelOnline; customers who have purchased TelOnline hardware from a third party should contact the third party to discuss their return policies. TelOnline is not obligated to accept returns of any type of hardware that has been opened, altered, or is not in conditions suitable for resale except when governed by this return policy, as described in this section.
3. Non-defective Software Returns
These returns will be at the sole discretion of TelOnline and under a case-by-case policy, i.e. each case will be individually analyzed. Software products that have not been activated may be returned within ten (10) days from the initial date of return, and may be subject, at the sole discretion of TelOnline, to an administrative charge of twenty percent (20%). All other software refunds will be made under the terms of the current warranty with TelOnline. TelOnline is not obligated to accept returns of software that has been activated or used, no matter where it came from.
4. LIMITATION OF LIABILITY
To the maximum extent permitted by law, TelOnline is not liable under any contract, negligence, limited liability, or any other legal or equitable theory for any loss, for the use of the product, inconvenient or direct damages of any kind, whether is special, incidental o consequential (including, but not limited to, the loss of income or profits, suspension of work activities, damages to the computer or peripherals and programs, loss of data or information, or loss of goodwill) resulting from the use of the product, in relation to the warranty service, or occurring as a result of non-compliance in whole or in part of this return policy, even if TelOnline has been advised of the possibility of such damages. The only remedy for a breach of limited warranties is repair, replacement, or refund of money for the value of the purchase of the product. TelOnline maximum liability for a defective or non-standard product under this agreement is limited to the purchase price of the product in question and any damages recognized by the written agreement signed between the customer and TelOnline. All the foregoing defines that express and written warranties and remediation are exclusive and in lieu of other warranties or remedies, express, implied, or statutory.
5. RMA procedure (Return material authorization) for defective Hardware
Customers that wish to return defective hardware must first contact TelOnline technical service for diagnosis and approval of their return request. A TelOnline Technical Service technician will review the corresponding account, information about the product in question, and verify the status of the product’s warranty. All RMA approvals are subject to verification of the warranty status. Specifically, TelOnline will not process warranties of third party products that TelOnline has sold to the customer if they are not covered by a current and active warranty by said third party. All products manufactured or supplied by third parties are subject to the terms of the conditions of such third parties. TelOnline advises the customer to contact these companies to know the details of their guarantees.
Once the TelOnline technical service technician confirms that the hardware is defective and considers necessary to replace it, an RMA number will be assigned to authorize the client to return the defective hardware to TelOnline. The RMA number must be noted in the original box of the product. The shipping cost regarding the return of the product to TelOnline will be covered by the customer, except in the cases DOA (Dead-on-arrival, no-function-at-open), when a product is properly installed does not function immediately in its primary function as indicated in its documentation once the electric current has been applied for the first time. DOA must be reported by the customer within thirty (30) days of customer billing date, otherwise such product will not be considered DOA. For DOA, TelOnline will cover both the shipping and forwarding or return costs (three (3) US domestic days, one (1) International week). If the hardware shipped has been misrepresented as a DOA by the customer or its agents, TelOnline will charge the customer for forwarding costs and an additional amount for administrative expenses. When the customer submits an authorized TelOnline product, it must include only the authorized hardware and/or accessories in conjunction with a copy of the authorization from our service technician. TelOnline will not replace hardware and/or accessories that are not covered by the appropriate authorization.
TelOnline will process the replacement before the manufacturer or supplier, after receiving the hardware from the customer and having verified the status of your warranty. If the customer wants to accelerate the RMA process, TelOnline can send a replacement product as soon as is technically possible. This procedure requires a parallel shipping order for which the customer must provide a credit card number to secure the TelOnline product. The customer’s credit card will not be subject to refund unless TelOnline does not receive the product to be returned within thirty (30) days of the date TelOnline sends the replacement product to the customer.
Any approved RMA must be considered provisional, based on the verification of the warranty status when the hardware is received at TelOnline. If TelOnline determines that the hardware is out of warranty, or if the returned product is not defective (product without problem) the customer will be notified. TelOnline will not cover shipping, handling and hauling costs, or customs for unauthorized returned hardware. At the customer’s discretion, TelOnline may dispose of-out-of-warranty hardware or return it to the customer if the customer covers shipping costs. TelOnline aspires to receive returns within thirty (30) Days of the authorization date. If for any reason the return shipment does not reach TelOnline within thirty (30) days of the date the RMA was assigned, the customer shall contact the TelOnline Technical service to have the estimated date above the product covered by the RMA. It can be updated and taken into consideration and issue an RMA with an updated date.
Returns are usually shipped by UPS Ground (UPS ground) within US, and via FedEx for international orders. If you have any questions, please contact a representative of our technical service at + 1 954.894.6181.
TelOnline will not be liable for returns sent without authorization. Please do not return any product that does not have an RMA duly processed and assigned. Before shipping, remove any hardware modules that have not been approved for replacement. TelOnline reserves the right to deny replacement of the product that was not approved for pre-shipment replacement.
Note: Please do not send accessories such as telephone wires, power supply units and their cables, and certificates, unless the product is still unopened in its original box, or by instructions from our technical service.
This agreement is governed and interpreted by the laws of the United States of America, and in those respects the federal law does not apply, by the laws of the State of Florida, United States of America. All jurisdiction will be determined in accordance with this law. If permitted by applicable law, TelOnline and the customer expressly waive any dispute by jury trial and access trial by court and judge. In the event of a dispute, TelOnline and the client agree to resolve their differences by direct communication between the representatives of each party. The parties agree to try to resolve the dispute within fourteen (14) days of direct verbal communication between the representatives of each party and during their goodwill efforts, following the written notice of commencement of the dispute. The party with the dispute must provide written communication and sufficient detail in that communication as to the nature of the problem and remediation requested, to allow the other party not to invoke this clause and to initiate the management of good faith to solve the dispute. TelOnline and the customer expressly agree that the United Nations Convention on international Sales of goods is excluded from this agreement, and neither party may invoke it.