Hardware Return or Replace Policy

You have 30 calendar days from the date of purchase to return purchased equipment to the point of purchase. Equipment must be in good working condition with original contents and packaging to be eligible for a refund of the purchase price. This return policy applies to the purchase of new equipment from TFX Connect Inc. or its authorized dealers. Proof of purchase is required. We may charge a restocking fee. A different return period may apply to accessory purchases. There are no refunds on activation fees or first month of service.

If your equipment is defective and still under warranty, you may contact Customer Care to order a replacement. Please note that when you call, Customer Care will first attempt to troubleshoot your phone problems. For this reason, please make your initial call to Customer Care from a different phone or you may limit the ability to troubleshoot. Once you receive the replacement phone, you must return the defective phone to TFX Connect Inc. to complete the exchange.

To receive replacement equipment in advance, you must agree that we may charge you a $79.00 for VoIP adapter, replacement charge if your equipment is found to be outside the warranty period and/or is physically damaged.

Please note that equipment warranties are not transferable from one customer to another. TFX Connect Inc. does not support warranties for any devices that were not purchased through TFX Connect Inc.

How to determine if your equipment is considered defective:

  • Equipment is generally considered to be defective and covered under warranty if it has stopped properly functioning due to no fault of the user. For example, a software malfunction would typically be considered a defect of the device.

Equipment damage not considered defective includes, but is not limited to:

  • Cracks on or damage to the device case indicating that the device has been dropped.
  • Damage indicating that the device has been exposed to liquid.
  • LCD damages such that the IP-Phone screen has cracks or blue spots.
  • Device that have been modified or tampered with.

How to return your equipment:

  • Fill out the Return Form and indicate the item(s) that you are returning and the reason(s) for the return.
    Please note: Your return cannot be processed unless you legibly and accurately fill out the Return Form and include it with your return.
  • Place item(s) and completed Return Form in the original package.
  • Remove all other unnecessary labels in order to minimize any confusion with shipment.
  • Securely seal the package and process it for shipping. Insure the package for the full value of the phone, and send the package via a traceable carrier (such as UPS, FedEx, or DHL). Be sure to ask for and save the tracking number.
  • Your account will be credited for the full purchase price of the device (less any rebates) within two billing cycles.

NOTE: If you also wish to cancel service, you will need to call Customer Care within 72 hours of receiving the device. If your equipment has not been delivered and you cancel service before receiving the phone, simply refuse delivery of the package when it arrives and the device will be returned.

IMPORTANT NOTE: If any items (a) are returned after the specified return period, (b) have been physically damaged, modified, or damaged by liquids, or (c) are missing any parts, then you will not be eligible for, and you will not receive, any credit on your purchase price. In addition, accessories returned after such specified return period will not be returned to you.


What to do if your phone has been lost or stolen:

  • Call Customer Care immediately to suspend your service. If your device was stolen, please provide the Customer Care representative with the police report number (if available).
  • Once you have called Customer Care to report the device as lost or stolen, your service will be suspended for up to a maximum of 30 days. If your device has not been recovered within this time period, your current account will be cancelled to prevent any possible misuse. To avoid account cancellation, call Customer Care regarding your options for replacing the lost or stolen device.


Charges Refund Policy:

You can receive refund from TFX Connect Inc. in several cases :

  • If you close your account and return equipment during the first 30 days after activation day of your account.
  • If you are charged for a call that was never completed (there was no answer) and request Customer Service to refund within 30 days of the invoice date. Upon verification, we will credit your account the amount charged.
  • If you were incorrectly charged for services for which you did not sign up. In such cases, you must contact Customer Service within 24 hours of the attempted call or discovery of the erroneous charges.


Refund to your Credit Card will take up to 60 days.

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