Hardware RMA Eligibility Requirements
Return for Credit
Phones purchased from Nextiva can be returned for credit. Depending on the time since the date of purchase, Nextiva will charge a restocking fee for the returned devices. When returning a device for credit, you will be responsible for paying any shipping costs.
Phones
Rented phones are subject to the terms of the rental contract. Returning a rental phone before the contract expires may result in early termination fees.
Purchased phones can be returned up to 120 days from the original date of purchase. Reference the table below for the restocking fee charged for returned devices.
| Purchased Within | Credit Penalty |
|---|---|
|
30 days or less, Unopened* | 0% restocking fee |
| 30 days or less, Opened/Used* | 20% restocking fee |
| 31-60 days | 20% restocking fee |
| 61-90 days | 30% restocking fee |
| 91-120 days | 40% restocking fee |
| More than 120 days | No Refund |
*A device is considered opened or used if the retail box was opened.
Headsets
All headset sales are final and are ineligible for return.
Warranty Replacement
Devices purchased from Nextiva will be covered by their respective factory warranties.* Nextiva does not offer any guarantee in addition to, or replacement of, any factory warranties. If a factory warranty applies, then before you return the device, you should contact Nextiva so that Nextiva can determine whether the device is eligible for replacement. For more information on Nextiva’s terms and conditions, click here. If the device is deemed eligible for replacement, a new device will be sent to you at no cost and a pre-paid shipping label will be included to return the broken/defective device.
| RMA Issue Type | Issue Detail | Purchased Phones | All Rentals | |
|---|---|---|---|---|
| Covered for 1 year after purchase | Standard Warranty | Extended Warranty | ||
| Audio Quality | ✓ | ✓ | ✓ | |
| Battery | ✓ | ✓ | ✓ | |
| Power Issue | Won't power on | ✓ | ✓ | ✓ |
| Screen Display/Freezing | LCD Display, damaged, lines | ✓ | ✓ | ✓ |
| Button | Stuck, duplicate number, damaged, faulty | ✓ | ✓ | ✓ |
| Provisioning/Registration | Phone is not provisioning or registering | X | X | X |
| Firmware Issue | The phone stopped working after on purpose firmware upgrade BY THE CUSTOMER, not Nextiva | X | X | X |
| Network Issue | Failed IP Address | X | X | X |
| Boot Loop | Stuck, not able to properly boot | ✓ | ✓ | ✓ |
| Damaged During Shipment | ✓ Within 7 days of receipt | ✓ Within 7 days of receipt | ✓ Within 7 days of receipt | |
| Manufacturer Defective Parts | Defective parts from manufacturer | ✓ | ✓ | ✓ |
| Customer-Caused Physical Damage | Accidental or intentional destruction | X | X | ✓ |
| Customer-Caused Water Damage | Accidental or intentional water on the device | X | X | ✓ |
| Natural Disaster | Hurricane, earthquake, lightnight, acts of god | X | X | ✓ |
| Post-power spike/outage damage | Power outage/surge | X | X | ✓ |
| Cosmetic Damage | heavy usage, scratched screen | X | X | ✓ |
| Missing Part | Accessory or device part missing | ✓ Within 7 days of receipt | ✓ Within 7 days of receipt | ✓ Within 7 days of receipt |
| Loss or Theft of device | X | X | ✓ |
*Manufacturer’s warranty is subject to change at any time and without notice; subject to eligibility requirements, which vary from manufacturer to manufacturer.