We want equipment purchased from SMB Communications to arrive as expected and work properly. This policy explains how returns, exchanges, defective products, restocking fees, shipping costs, and special-order items are handled.
Effective: October 1, 2026
Please contact SMB Communications before sending any product back. We will confirm the return eligibility and provide return instructions or a return authorization.
Email: info@tryvoip.ca
Phone: 1-877-977-2862
Include your SMB account number, order number or invoice number, the item being returned, and the reason for the return. Products sent back without prior authorization may be delayed or refused.
Standard stocked products may be returned within 30 calendar days of delivery when they are unopened, unused, complete, and in their original saleable packaging.
We may accept an opened, non-defective standard stocked product when the return is requested within 14 calendar days of delivery.
The 15% restocking fee does not apply when SMB confirms that the product is defective, was shipped incorrectly, or arrived damaged.
If a phone or other device appears defective, contact SMB as soon as possible so we can troubleshoot the issue and determine whether the problem is caused by the hardware, configuration, network, power supply, firmware, or another component.
For a defect reported within 30 calendar days of delivery, SMB will, as appropriate, arrange a repair, replacement, or refund after the defect is verified. No restocking fee applies to a verified defective product.
For a verified defect within this 30-day period, SMB will provide a prepaid return label or otherwise cover reasonable return-shipping costs. If the device is found not to be defective, return-shipping and any applicable opened-product restocking fee may apply.
After the first 30 days, manufacturer warranty terms normally apply. SMB will provide reasonable assistance with the manufacturer warranty process where the product was purchased from SMB Communications.
If SMB ships the wrong item, or an item arrives visibly damaged in transit, contact us promptly after delivery. Photos of the packaging and product may be requested so we can document a carrier or supplier claim.
For a confirmed shipping error or transit-damaged shipment, SMB will cover reasonable return/replacement shipping and will not charge a restocking fee.
Products specially ordered for a customer, non-standard items sourced specifically on request, goods customized or specially configured beyond SMB's normal provisioning process, and items clearly identified as Special Order or Final Sale are generally not cancellable, returnable, or refundable once SMB has committed the order to the supplier.
This restriction does not apply where the product is defective, SMB supplied the wrong product, or applicable law provides the customer with a right that cannot be waived.
All returns are inspected after they are received. Serial numbers and other product identifiers must match the equipment originally supplied by SMB Communications.
A refund is not approved until the returned goods have been received and inspected, unless applicable law requires otherwise.
Approved refunds are issued to the original payment method. SMB normally processes an approved refund within 5 to 10 business days after inspection of the returned product. Your bank or card issuer may require additional time before the credit appears on your account.
Any applicable restocking fee, non-refundable original shipping charge, or other approved deduction will be shown when the return is processed.
This policy is intended to supplement, not replace or limit, rights and remedies that a customer may have under applicable federal, provincial, or territorial consumer-protection law. Where applicable law gives a customer greater rights than this policy, those legal rights apply.
If you are unsure whether an item qualifies for return, contact SMB Communications before shipping it back. We would rather review the situation with you first than have you incur unnecessary return-shipping costs.
