Hardware Return or Replace Policy
have 15 calendar days from the date of
to return purchased equipment to the point of purchase. Equipment
must be in good working condition with original contents and packaging to be
eligible for a refund of the purchase price. This return policy applies to the
purchase of new equipment from Brama Telecom Inc. or its authorized dealers.
Proof of purchase is required. We may charge a restocking fee. A different
return period may apply to accessory purchases. Software is not refundable.
your equipment is defective and still under warranty
may contact Customer Care to order a replacement.
note that when you call, Customer Care will first attempt to troubleshoot your
phone problems. For this reason, please make your initial call to Customer Care
from a different phone or you may limit the ability to troubleshoot. Once you
receive the replacement phone, you must return the defective phone to Brama Telecom
Inc. to complete the exchange.
receive a replacement equipment in advance, you must agree that we may charge
you a $59.99 fee for VoIP adapter, $150.00 for SPA941 and $299.00 for SPA962
replacement charge if your equipment is found to be outside the warranty period
and/or is physically damaged. Please note that all amounts are subject to
note that equipment warranties are not transferable from one customer to
another. Brama Telecom Inc. does not support warranties for any devices that
were not purchased through Brama Telecom Inc. or an authorized Brama Telecom
to determine if your equipment is considered defective:
is generally considered to be defective and covered under warranty if it has
stopped properly functioning due to no fault of the user. For example, a hardware
malfunction would typically be considered a defect of the device.
damage not considered defective includes, but is not limited to:
Cracks on or damage to the device case
indicating that the device has been dropped
Damage indicating that the device has been
exposed to liquid
LCD damage such that the IP-Phone screen
has cracks or blue spots
Devices that have been modified or
How to return your equipment:
you are looking to cancel the service, fill out the Cancelation Form and
indicate the item(s) that you are returning and the reason(s) for the return.
Please note: Your return cannot be processed unless you legibly and accurately
fill out the Cancelation Form and follow the cancelation procedure accordingly
(i.e. provide Brama Telecom Inc. with 30-days notice and confirm that the
account is clear of any outstanding balances at the time of cancelation).
item and all accessory items (such as cables) in the original package.
all other unnecessary labels in order to minimize any confusion with shipment.
seal the package and process it for shipping. Insure the package for the full
value of the adaptor, and send the package via a traceable carrier (such as Canada
Post, UPS, FedEx, or DHL). Be sure to ask for and save the tracking number.
account will be credited for the full purchase price of the device (less any
rebates) within 15 business days.
If your equipment has not been delivered and you cancel the service before receiving the
adaptor, simply refuse the delivery of the package when it arrives,
and the device will
be returned to Brama Telecom Inc.
NOTE: If any items (a) are returned after the specified return period, (b) have
been physically damaged, modified, or damaged by liquids, or (c) are missing
any parts, then you will not be eligible for, and you will not receive, any
credit for your purchase price. In addition, accessories returned after such
specified return period will not be returned to you.
What to do if your adaptor has been lost or stolen:
Customer Care immediately to suspend your service. If your device was stolen,
please provide the Customer Care representative with the police report number
you have called Customer Care to report the device as lost or stolen, your
service will be suspended for up to a maximum of 30 days. If your device has
not been recovered within this time period, your current account will be
cancelled to prevent any possible misuse. To avoid account cancellation, call
Customer Care regarding your options for replacing the lost or stolen device.
Charges Refund Policy:
may receive a refund from Brama Telecom Inc. in several cases:
you close your account and return the equipment during the
first 15 days after activation of your account. All fees will be waived, except the cost of Long Distance and
International calls, activation fee and shipping.
If you are charged for a call that was
never completed (there was no answer) and request Customer Service to refund the
charge within 30 days of the invoice date. Upon verification, we will credit
your account the amount charged.
you were incorrectly charged for services not received or for which you did not
sign up. In such cases, you must contact Customer Service within 24 hours of
the attempted call or discovery of the erroneous charges.
YOU PAID WITH A CREDIT CARD, IT IS REQUIRED THAT BRAMATELECOM APPLY THE CREDIT
TO YOUR CREDIT CARD. YOU WILL NOT RECEIVE A CASH REFUND!
to your Credit Card will take up to 20 business days.