Warranty & Condition
The short version
Twelve months on everything we sell. The condition grade describes how a unit looks, not how it works — a Refurbished phone carries exactly the same warranty as a New one. If it fails, we put it right.
Condition grades
- New — unused, in original packaging.
- Open Box — unused or barely used, packaging opened.
- Refurbished — previously in service, cleaned, tested and restored to full working order. Cosmetic wear is normal.
All three carry the same twelve-month warranty. The grade is cosmetic only. We do not sell equipment that works less well because it looks worse.
What is covered
Functional failure of the equipment under normal business use, for twelve months from the date you receive it. That means it stops working, or it never worked in the first place.
Cords, cables and handsets supplied with or alongside equipment carry ninety days.
What is not covered
- Accidental damage — drops, impact, crushing. Anything that happened to it rather than went wrong with it.
- Liquid damage of any kind.
- Power surge, lightning, incorrect power supply, or wiring faults on your premises.
- Physical abuse, or use outside normal indoor office conditions.
- Units opened, modified or repaired by anyone other than us.
- Cosmetic wear — scuffs, scratches, faded keycaps, yellowed plastic. These are described by the condition grade and are not faults.
- Incompatibility with a system you did not tell us about. Tell us what you are running before you order and we will tell you what fits, free. A phone that does not suit your platform is not a faulty phone.
- Licensing on your own system. If your phone system has no free licence or keycode for an additional set, the equipment is not at fault. We can help you work out what you need.
If something fails
Email sales@officeoutlet.ca with your order number and the serial number of the unit. We will issue an RMA number.
Do not send anything back without an RMA number — we cannot match it to you, and we cannot action it.
We will repair, replace or refund, at our option. In practice that almost always means a replacement with the same model, or an equivalent one, where we have it — and a refund where we do not.
Who pays the shipping
- Within 30 days of delivery — we pay shipping both ways. We send you a return label.
- From 31 days to 12 months — you pay to send it to us, we pay to send the replacement back to you.
That 30-day window is twice what most sellers of renewed equipment offer.
Changed your mind?
That is a return, not a warranty claim. You have 30 days from delivery, you need an RMA number, and you pay return shipping. The original shipping charge is not refunded.
- Unopened and unused, in original packaging — full refund, no fee.
- Opened — a 15% restocking fee applies, because the unit has to be retested and repackaged before it can be sold again.
Full details on our Shipping & Returns page.
What this warranty is not
It covers the equipment. It is not a service contract and it does not cover your phone system.
That said — if your system needs programming, or a handset needs configuring, or something on a platform your carrier stopped supporting years ago has stopped behaving, that is work we actually do. Our technicians install and maintain this equipment for a living, and most of it can be done remotely. See Services, or just ask.
That is the real difference between us and a box shipper. Anyone can put a phone in a carton. Very few people left can still tell you why your Norstar is doing something strange.
Your statutory rights
This warranty is in addition to any rights you have under applicable consumer protection legislation and does not limit them.