Our President's Pledge
"We want you to be satisfied with everything you purchase from PHONE SOURCE and with your experience buying from us."
-- David Gross, President
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| Earning your trust |
* We've been in business 19 years, providing real telecom solutions to real customers. We don't sell washers, dryers, or TV sets -- just telephones and telecommunications products. Our staff are experts in those products: how they work and how they are used.
* Every phone call is answered by a telecom professional; we don't use automated call answering systems.
* We answer hundreds of pre-purchase technical questions from customers in order to help them make the right buying decision.
* We personally and promptly answer every email you, our valued customers, send us.
* Our website provides detailed feature descriptions of every product online and we endeavor to keep them as accurate and informative as possible (to that end, we appreciate hearing about any errors or ommissions on our site).
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Avoiding unnecessary returns
"Maintaining this high level of service requires an ordering and returns policy that balances customer satisfaction with the need to control the costs associated with returned merchandise -- costs which have a direct impact on our ability to charge our customers the lowest possible prices consistent with excellent service"
-- David Cook, Sales Manager
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Always check
with PHONE SOURCE first |
Our staff of trained telecom professionals can evaluate the problem you're having and help you determine the right course of action. In the event that a return is necessary, we'll issue you a return authorization number.
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| Defective items |
| Subject to the manufacturer's warranty, we will replace/repair any demonstrably-defective product returned within 30 days of our shipping date. (Exception: antique phones may be returned to us for repair for 1 year)
You pay the shipping to return the defective unit to us - we pay the shipping to send the replacement. We may, at our option, advance replace the defective unit: in this case, we'll charge your credit card for the second unit and credit that amount when the defective is returned to us along with all proper packing and instructions as described below under "How to return an item."
Please read "How to return an item" before returning any product to PHONE SOURCE.
If you elect not to have the defective product repaired/replaced, then the return will be treated as described below under "Returns in less than 30 days".
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| Items with misleading descriptions |
| As much as we strive for honest and accurate descriptions of product features and benefits, inaccuracies can creep into product descriptions from time to time (not least of all because even the manufacturers don't always provide accurate product specifications to us).
In the event that you receive a product which doesn't match its description, you may return it within 30 days of shipment for a refund net of shipping charges.
An example of such a problem would be Product features list a headset jack, but there is no headset jack on the actual product.
(Sorry, but failure to read our descriptions and/or to ask us questions before ordering the product does not fall into the "misleading description" category.)
Please read "How to return an item" before returning any product to PHONE SOURCE.
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| Cancelled Orders |
| As we say here in Maine, we ship your order "wicked fast," usually the same or next business day. So, if you place an order and then cancel it a day later, chances are it's already on its way to you.
Orders cancelled before we ship will be cancelled at no cost to you.
If you cancel an order after it ships, we will issue you a refund net of shipping charges, provided that the products are returned un-opened. You can accomplish this by either refusing the shipment upon its arrival or re-shipping it. Note that you will be responsible for the return shipping charge, either way.
Orders received and opened, then returned will be treated as described below under "Returns in less than 30 days".
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| Returns in less than 30 days |
| Here's where the pedal hits the metal - we want you to be happy with your purchase and sometimes that means replacing something that doesn't do what you want with something that does. However, it's economically unfeasible for us to give full refunds on products you've used and simply decide you don't want to keep. So, we have a 2-point policy with respect to these returns:
If you order something else of approximately equal or greater value to replace the returned item(s), we'll simply charge you for shipping and charge/credit any small price difference between the products.
If, however, you simply decide to return the item without replacing it, then we will issue a refund less shipping and less a 20% re-stocking fee.
No returns can be accepted after 30 days.
No returns can be accepted without an RA number on the outside of the box.
Please read "How to return an item" before returning any product to PHONE SOURCE.
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| After 30 days |
| Products found to be defective after the initial 30 days must be handled with the manufacturer's according to the warranty instructions in the product manual. (Exception: Antique phones may be returned to us for repair within one year of purchase).
Please click here for a list of manufacturer's contact numbers.
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| How to Return an Item |
| Products must be returned in the manufacturer's original packaging and carton and must include all components and other items packaged with the product, including manuals, etc. and must be accompanied by a valid RA number.
RA (Return Authorization) numbers are issued via telephone - please call us at (207) 774-4488. RA number must appear clearly on the return label of each carton. Please DO NOT write the RA number on the product's factory box or manuals.
You pay the shipping cost of returning the item; we will pay the ground shipping cost to send back a repair or replaced unit (in the case of defectives).
PLEASE be sure to re-pack the product carefully in the manufacturer's original packaging, then pack this in a cardboard box with plenty of padding (never send a product using only its factory box as the shipping container) and be sure to insure the shipment. We recommend using a shipper who provides full tracking of shipments -- PHONE SOURCE cannot be responsible for replacing products lost during shipment back to us.
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| Quick Summary of the above Policies |
- Order cancelled before shipped - full refund
- Order cancelled after it's shipped, but returned promptly unopened - refund less s/h
- Product returned demonstrably defective within 30 days - we repair or replace. You pay to ship to us, we pay to ship back to you. If you decline repair/replacement option, we treat the return as in #4 below.
- Product opened/used, then returned for a substitute/replacement, we charge/credit the difference plus s/h for the replacement. You pay to return the unwanted product.
- Product opened/used, then returned and you decline substitute/replacement, we refund less s/h less 20% restocking fee.
- No returns after 30 days (except defective antiques as described above)
- No returns without an RA number on the outside of the carton
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