Returns and Exchanges
TelExpress, Inc. wants you to be satisfied with your purchase and product.
We manufacture our own products as well as represent manufacturers who carry quality products. Manufacturer direct replacement items may be shipped in place of discontinued items without notice. If your purchase does not perform as advertised, contact us to request an RMA.
Return Materials Authorization (RMA)
To request an RMA, fill out the form below or email RMA@telexpressinc.com. Once the request is received and an RMA is issued; return instructions will be emailed to you. Please email tracking number to RMA@telexpressinc.com when you send the product back. RMA numbers must be used within 15 working days of issuance or the RMA is cancelled.
RMA’s are not issued until serial numbers are given. At that time, if the item is still under warranty we will issue a RMA. We have to meet deadlines with our suppliers as well. You must supply us with the requested serial before the warranty period expires. Just mentioning the unit is bad during the warranty period will not ensure a RMA will be issued outside of the warranty period.
Defective
If a product arrives defective, please contact us immediately. We reserve the right to repair or replace, at our discretion. TelExpress Inc's technicians and/or manufacturer's technicians solely determine if a product is defective. Upon receipt of product at TelExpress Inc., any product deemed damaged by customer in an effort to obtain credit, will not be issued credit. Defective units must be still under warranty. Please email RMA@telexpressinc.com if you are unsure if the ordered item is still covered.
Ordered by Mistake / Cancellation
We cannot guarantee cancellation once order has been placed. Due to our various manufacturers’ policies, TelExpress Inc will contact the manufacturer and request the cancellation for you. If approved and a fee is incurred, we will have to pass those charges on to you. If it is too late to cancel the order, the product will be shipped and payment expected. Request for partial returns of MOQ purchases will not be allowed.
Once shipped, if you order a standard product and find it doesn't meet your application, but the product is not defective, you must request a RMA 14 days after shipping. Due to our various manufacturers’ return policies, TelExpress Inc. cannot guarantee a RMA will be issued. We will contact the manufacturer and request a RMA from them. If approved and a fee is incurred, we will have to pass those charges on to you. No refunds will be given on any NEWOEM equipment with broken seals, writing or labels on the OEM packaging. The customer is responsible for original and return shipping charges.
Custom Products
Products made to your exact specifications or modified for your application may not be returned for credit unless defective. Bulk cable that is cut to customer specified lengths is non-returnable. Orders, once placed, cannot be cancelled without incurring time and materials costs.
Items returned without a RMA will not be credited to your account. New items must be returned in original packing, in new condition. Your account will be credited after the product arrives back to our warehouse in previously stated condition.
It may be to your benefit to take a photo of the product before it is repacked for return. Then if it is damaged in transit a damage claim can be filed. TelExpress Inc. will not issue credit to items damaged during transit due to poor shipping practices. The shipper must file freight claim on damaged goods.
IN NO EVENT WILL TelExpress, Inc. BE LIABLE FOR ANY COSTS ASSOCIATED WITH THE REPLACEMENT OR REPAIR OF PRODUCT, INCLUDING LABOR, INSTALLATION, EQUIPMENT DOWNTIME OR OTHER COSTS INCURRED BY BUYER. These policies are subject to change and/or update with no notice.