Returns Policy

Returns Policy - 2016


Packnet Limited recognise that from time to time products can be received by the user as faulty or can go faulty following purchase. With all purchases made from Packnet we will attempt to remedy the problem.

Many customers attempt to return incomplete goods or return goods that are not faulty, therefore the following policies are in place to ensure fairness.

Once you have read and understood our returns policy you may request an RMA number using this form.

Warranties on IP Handsets supplied by Packnet

Manufacturer Models Warranty Period
Snom Snom 3xx (300, 320, 370)
snom 7xx series (710, 720 and 760)
snom 8xx series (821 and 870)
Snom phones purchased after 31/07/2013 carry a two year warranty for devices in the following ranges, otherwise it’s 1 year.
Yealink All models barring: T18P, T20P, T20PN, T22P, T22PN, T26P, T26PN, T28P, T28PN, T32G, T32GN, T38G, T38GN, EXP38, EXP39, YHS32 and all VP series units. Yealink phones purchased after 19/10/2015 will be covered by a Lifetime Warranty. This does not include accessories. Otherwise it’s 2 Years.
Gigaset Pro Range 2 Years
Gigaset Non Pro Range, All others 1 Year

Warranties on Network Devices

Manufacturer Models Warranty Period
Draytek All bar some switches and some access points 2 years (Link to manufacturor warranty page)
Draytek Peripheral accessories 1 Year (Link to manufacturor warranty page)

Consumers Working product in brand new condition and in original packaging Working product but marked, or incomplete Faulty product but otherwise in brand new condition Faulty product and marked, incomplete or not in its original packaging
Product returned within 14 days of receipt You are entitled to a full refund. Any reimbursement is entirely at our discretion. You can return the item to us and we can give you a refund, credit note or replacement. You are entitled to a replacement.
Product returned more than 14 days and less than 1 year after receipt At our discretion we may issue you with a credit note. Any reimbursement is entirely at our discretion. You are entitled to a replacement. You are entitled to a replacement.
The item is more than 1 year old but the warranty is for 1 year We can’t offer refunds on items of this age. We can’t offer refunds on items of this age. Unfortunately we cannot replace items of this age. We may offer a repair service. Unfortunately we cannot replace items of this age.
This item is more than 1 year old but carries a 2 Year Warranty At our discretion we may issue you with a credit note. Any reimbursement is entirely at our discretion. You are entitled to a replacement. You are entitled to a replacement.

Trade Customers Working product in brand new condition and in original packaging Working product but marked, or incomplete Faulty product but otherwise in brand new condition Faulty product and marked, incomplete or not in its original packaging
Product returned within 14 days of receipt We will issue a credit note. Any reimbursement is entirely at our discretion. You can return the item to us and we can offer repair, replacement or issue a credit note. Repairs, replacement and credit notes issued at our discretion.
Product returned more than 14 days and less than 1 year after receipt At our discretion we may issue you with a credit note. Any reimbursement is entirely at our discretion. You can return the item to us and we can offer repair, replacement or issue a credit note. Repairs, replacement and credit notes issued at our discretion.
The item is more than 1 year old We can’t offer credit on items of this age. We can’t offer credit on items of this age. Unfortunately we cannot replace items of this age. We may offer a repair service. Unfortunately we cannot replace items of this age. We may offer a repair service.
This item is more than 1 year old but carries a 2 Year Warranty At our discretion we may issue you with a credit note. Any reimbursement is entirely at our discretion. You are entitled to a replacement. You are entitled to a replacement.

Returns Procedure

  • You must contact Packnet Limited for authorisation before returning any goods. A Packnet Limited engineer will discuss the problems with you and decide what is the best action to take.
  • Please fill out the RMA Form to request an RMA number. You will be contacted by a member of the Packnet Limited technical team.
  • All products should be returned to: Packnet Limited, 2 Ducie House, 37 Ducie Street, Manchester, M1 2JW, unless we advise otherwise.

Returns Conditions

Packnet Limited will only accept products that are in a “Returnable Condition”.

Products must be returned to us with all items included in the original sale including manuals, cables, disks and any free software items. Any goods returned for credit or replacement must be in original product packaging in a suitable condition- no writing or stickers on the manufacturers box and packed securely inside an outer box.

  • Where Packnet Limited arranges collection of goods, it is still the responsibility of the customer to ensure that the goods are securely packaged and with Packnet Limited’s address clearly labelled on the outside of the outer box.
  • Returned products must be adequately wrapped to prevent damage during transit with the RMA number or end user details clearly marked on the outside of the package. It would help us to speedily process your return if you also enclosed a detailed note of the fault.
  • Packnet Limited does not accept liability for packages damaged during transit and proof of postage is not proof of delivery. All good returned remain your responsibility until signed for by ourselves. You are therefore strongly advised to send your package by recorded delivery, registered post or courier and maintain sufficient insurance to cover the value of the goods. The cost of return carriage is to be borne by the end user, unless being returned under the terms of a DOA unit.
  • On receipt of the package, the product will be tested against the stated fault (if any). Tested products found to be in full working order will be returned to the end user. Packnet Limited reserve the right to charge 50% of the equipment cost for testing and handling.
  • Please note: Your right to cancel does not extend to business customers or goods that are collected from Packnet Limited. You have the right to return goods collected from us within 14 days, returns are subject to a 15% handling charge. With the exception of faulty items, which are subject to a full refund or exchange.
  • For products beyond the 12 month warranty period, Packnet Limited may accept faulty units for repair but the full cost of repairs, handling and postage is to be the service provider/end users responsibility.
  • For products beyond the 2 year warranty period, Packnet Limited may accept faulty units for repair but the full cost of repairs, handling and postage is to be the service provider/end users responsibility.
  • Refunds will not be given for goods that are not faulty or where the operator is not able to use the product properly – you are expected to ensure that the product is suitable before purchase and that you have the skills to install and use the product.
  • Where a product is out of warranty, then we may choose to offer a repair service.
  • This warranty does not apply to any unit that has been subject to neglect, accident, abuse, misuse, misapplication, incorrect connection or that has been subject to repair or alteration not authorised or undertaken by Packnet Limited personnel.
  • Any refund or replacement is entirely at the discretion of Packnet Limited. If you would like to request a return, phone us on 0161 660 2350.

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