Information For All Products Except Avaya

DOA Returns

For the DOA Return Policy on Avaya products, click Information for Avaya Products.

If a non-Avaya product arrives Dead On Arrival (DOA), contact our Customer Service Dept. immediately at 800-790-2029 (ext. 4049) or fill out our Online RMA Request Form and submit it directly to our customer service staff. If you indicate on the RMA form that you are returning a defective item, a technician will call you upon receiving the RMA form.

For customers on credit terms, credit will be applied to your account when the product is received by ScanSource Telecom. Replacement product will be sent in advance, freight free via UPS Ground. For customers on C.O.D. or Credit Card terms, replacement product will be sent upon receipt of product by ScanSource Catalyst. If desired, we will send replacement product at your normal C.O.D./Credit Card terms and you can request from the Reseller Financial Services department a refund/credit to your card when the returned product is received by ScanSource Catalyst.

DOA Policies vary from manufacturer to manufacturer. We will be glad to apply the manufacturer's policy and help you get up and running as quickly as possible. Please see manufacturer's warranties for manufacturer DOA policies. In all cases, a Return Material Authorization (RMA) number will be issued. If you call our Technical Support Group, instead of using the online RMA Request Form above, to report an intended return, please have the following information ready to help speed the process:

Your Company Name
Invoice Number
Product Model
Serial Number
Part Number
Nature of Problem

Please note that RMA numbers are only valid for thirty (30) days, and all products received without an RMA number will be returned to you unopened and at your expense.

When returning product to ScanSource Catalyst, ship U.S. shipments to:

ScanSource Catalyst
8650 Commerce Drive, Suite 100
Southaven, MS 38671
RMA #_________

Non-DOA Returns

For the Non-DOA Return Policy on Avaya products, click Information for Avaya Products.

Complete our Online RMA Request Form and submit it directly to our customer service staff. If you indicate on the RMA form that you are returning a defective item, a technician will call you upon receiving the RMA form.

  • NO open box returns for non-DOA products. Product box must be clean and undamaged, with no usage marks of any kind. If product was shipped to you double-boxed, it must be returned double-boxed.
  • Original manufacturer’s packaging, both inside and outside must be used. Returns must be complete with all manuals, cables, warranty cards, static bags, etc., just as the Customer received them. A re-box fee may be charged if box is not returned in sellable condition.
  • Customers have 15 days from date of invoice to request a non-DOA return. The RMA # issued is valid for 30 days from issue date.
  • There will be a restocking fee of 5% or $50, whichever is greater, on returns resulting from customer error.
  • Configured products cannot be returned to Avaya; therefore ScanSource Catalyst cannot accept configured product returns.
  • Any PC integrated in the ScanSource Catalyst Custom Configuration Center is not returnable. Individual components are covered by the manufacturer’s warranty (see Manufacturer Warranties and DOA Information).
  • For customers on credit terms, credit will be applied to your account when the product is received by ScanSource Catalyst.
  • For customers on C.O.D. or Credit Card terms, replacement product will be sent upon receipt of product by ScanSource  Catalyst. If desired, we will send replacement product at your normal C.O.D./Credit Card terms and you can request from the Reseller Financial Services department a refund/credit to your card when the returned product is received by ScanSource  Catalyst.
  • Customer is responsible for freight costs when returning product.
  • Product will be returned to customer should it be found in other than sellable condition.
  • Product that is discontinued/obsolete from the supplier does not qualify for a return.