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Hello Direct Return Policy

Temporary Return Policy Changes
Due to the evolving COVID-19 pandemic, we are currently unable to inspect products once they have left the warehouse. Therefore, we are temporarily declining all returns unless the product fails and is found to be defective within 30 days of shipping from the warehouse. Products that are not functioning and/or product failures will need to be reported to the manufacturer for troubleshooting and you will need to obtain a case number. Once the manufacturer deems the product to be a true failure, please contact us. We will then issue a Return Authorization and begin the return process. Please note any products returned to our warehouse will be quarantined for 5 business days. Credit will be issued following the quarantine process and review of the return. Please allow 10-15 business days for credit or replacement.

Should we receive any unapproved returns, we will refuse the product and return the shipment back to the customer. We appreciate our customers' adherence to this temporary return policy put in place for the safety of our customers and colleagues. This policy is in effect until further notice.

To return a product for exchange, company credit, or refund, please call us at (800) 435-5634 within 30 days of the invoice date to receive a Return Authorization (RA) number. Once you have received your RA Number, you will have 10 days to return the product to Hello Direct.

Please follow the directions below to ensure your return can be properly processed.

Steps to Return a Product:

  1. You'll need a Return Authorization (RA) number.

    We are happy to accept your return within 30 days of the date your purchase was invoiced. You'll be given an RA number to expedite the process. Returns received with invalid, expired, or no Return Authorization number on the label will be refused and returned to you. For defective devices that are past the 30-day return period, you will need to contact the manufacturer directly for warranty service.

    Certain products are Non-returnable/Exchangeable regardless if they are within the 30-day return period. These include Polycom, Revolabs, Clearone, Ultratech, Snom, PBX phones, and PBX phone systems. For non-returnable defective items, contact the manufacturer directly for warranty services.

    All Non-Defective Product Returns received within the first 30-days from invoice may be charged a restocking fee. Returns must be 100% complete, in the original unopened manufacturers UPC container and undamaged, or Hello Direct reserves the right to refuse the shipment.

  2. Write your RA number on the package.

    For your convenience, Return Labels can be found here. Simply write your RA Number and mailing address on the label and attach it securely to a shipping box. Returns must be complete where all blank warranty cards, accessories, and documentation provided by the manufacturer must be included in the box. Credit will not be given for incomplete or inaccurate returns. Once you have received your RA Number, you will have 10 days to return the product to Hello Direct.

  3. Return by a traceable carrier.

    Please keep your original tracking number as proof of return. Hello Direct is not responsible for returned purchase(s) lost by carriers. If you are using U.S. mail, please send by certified mail.

Please note: Hello Direct reserves the right to charge up to a 15% restocking fee if these return procedures are not followed. Credit card refunds may be made ONLY to the same card used for the original purchase.


For Returns Via USPS:

Hello Direct Inc.
Returns Dept
PO Box 657
Cape Canaveral, FL 32920

For returns via UPS or FedEx:

Hello Direct Inc.
Returns Dept
400 Imperial Boulevard
Cape Canaveral, FL 32920

Contact e-mails/phone numbers:

Customer Service:

xpressit@hellodirect.com 1-800-435-5634 (1-800-HELLO34)

Corporate Accounts:

xpressit@hellodirect.com 1-888-208-0102

Returns:

xpressit@hellodirect.com 1-800-435-5634