You must read and accept AltiGen's Return Policy before submitting a repair request or return. Click "I agree" at the bottom of this page to continue.
AltiGen Communications Repair/Return Program
AltiGen's Repair/Return Program provides customers with repairs, replacements and returns in a timely and professional manner.
Products returned while In-Warranty
If a product proves to be defective in material or workmanship during the warranty period AltiGen will, at its sole discretion, repair or replace the product with like product(s). All repaired products remain under the warranty period of the original product.
Product Returns for Credit
AltiGen Communications provides a 30 day No Questions Asked Return Policy where the product may be returned for refund if purchased from this website. Product must be returned within thirty (30) days of receipt in its original packaging and with proof of purchase to be eligible for refund. A 20% restocking fee applies. Products returned with damage will be returned to sender.
Equipment returned for repair which is found to be damaged or out of warranty will be returned to the sender. Any unit returned for repair without a valid AltiGen serial number will be considered out-of-warranty.
This warranty does not apply to: (a) Products which have been repaired or modified without AltiGen's written approval, (b) Products subjected to unusual physical, thermal or electrical stress, improper installation, misuse, abuse, accident or negligence in use, storage, transportation or handling (c) cosmetic damage, including but not limited to scratches and dents; (d) damage caused by liquid contact, fire, earthquake or other external causes; (e) damage caused by operating the product outside the permitted or intended uses described by AltiGen; or (f) to defects caused by normal wear and tear or otherwise due to the normal aging of the Product.
Proof of Purchase
Proof of Purchase is required to be submitted with all Repair Requests and shall be but not limited to; invoice and or packing slip to the first end-user denoting the product description, and product and serial number.
Initiating a Repair Request
Repair Requests can be submitted on-line at www.thefusionphone.com under the Support tab. Once submitted, your request will be reviewed and if no additional information is required a Repair Request number will be emailed to you. Otherwise you will be contacted for additional information.
Once you have received the Repair Request number you are provided thirty (30) days to return the defective product before the Repair Request is automatically canceled.
Shipping Requirements, Methods, Payment, and Options
The sender is responsible for proper packaging of all items shipped to AltiGen. You must adequately pack defective items and return to AltiGen Communications, Inc. AltiGen will not be liable for items lost or damaged in shipment to AltiGen.
All shipments to AltiGen must have the freight charges prepaid by the sender. AltiGen does not accept inbound shipments that are C.O.D., collect or any shipment that does not have an authorized Repair Request number clearly marked on the outside of the package.
AltiGen pays outbound freight on all North American repair service shipments. All other destinations are quoted. A valid credit card is required for shipping charges outside of North America.
AltiGen does not arrange shipment insurance or special packing unless requested to do so by the customer. Please specify any special shipping requirements at the time the Repair Request is submitted. Shipments are made during AltiGen business hours only.
Shipping cartons must be marked with the Repair Request number on the outside of the packaging. Packages that are not clearly marked with the return Repair Request number on the outside of the packaging may be returned to the sender.
Where to ship products for repair:
AltiGen Communications, Inc.
Attn: Repair Administration
410 East Plumeria Drive
San Jose, California 95134
AltiGen will use its best efforts to repair and return products within twenty-one (21) working days of receipt.
Valid serial numbers and proof of purchase are required for all Repair Request submissions. One Repair Request submission is required per serial number submitted.
All products provided under the AltiGen Factory Warranty will be new or reconditioned to adhere to the same form, fit and function as the product being replaced.
Equipment Damaged During Shipment
PLEASE CHECK FOR SHIPPING DAMAGE WHEN YOUR EQUIPMENT IS RECEIVED.
Inspect all packages at the time of delivery. Visible damage should be brought to the attention of the carrier at once. In the event of concealed damage, keep the shipping container, packing material and equipment intact. It is your responsibility to file any claims for damage or loss with the carrier or your insurance carrier.
Any equipment not manufactured by AltiGen and or provided by AltiGen or software owned and or provided by a third-party, which is integrated with AltiGen products are excluded from AltiGen's Support Services.
Products which are not manufactured by AltiGen may not be returned to AltiGen, but must be returned directly to the original manufacturer for repair. AltiGen will not be responsible or guarantee the safe keeping of any third party equipment whether or not it is within AltiGen equipment returned as a Repair Request. AltiGen will not coordinate the repairs or the forwarding of any 3rd party equipment to other vendors.