Returning a handset - RMA process explained

Modified on Fri, 10 Apr at 10:55 AM

RMA stands for Return Merchandise Authorisation. It is the process for returning a handset for a refund, credit, repair, or replacement. This article explains when you can request an RMA, what you need, and how to return your handset.

Reasons to request an RMA

To return a handset for a refund, credit, or exchange (usually within 30 days of purchase).
To return a faulty handset under warranty (handsets are covered for 2 years).

Important: Faulty handsets should always be checked with the bOnline Technical Support team first to confirm the issue and avoid unnecessary returns.

Return conditions

Full refunds or credits are usually only given if the handset is returned within 30 days and in good condition. Reduced credits may apply if:

The original Yealink box or packaging is missing or damaged.
Parts such as cables, clips, or manuals are missing.
The handset is marked or damaged.

How to request an RMA

Call 0203 617 9950 and have the following details ready:

The handset's MAC address and serial number
The handset make and model
Your preferred contact email
Your delivery address
If exchanging: the make and model of the new handset

For refunds and returns, any agent can help. For faulty handsets, speak to a Technical Support agent first.

What happens next

You will receive an email with your PRMA (ProVu RMA) reference number and return instructions. Do not return anything before receiving this email.

How to return the handset

Pack the handset securely with all its parts, ideally in its original box.
Place the boxed handset into a larger outer box or bag.
Write the PRMA reference number on the outer packaging.
Send the package to the return address provided in your email.
Reply to the PRMA email with a photo of the postage receipt as proof of return.

Example of a handset packaged for return with the PRMA reference number written on the outer packaging.

After the return

Once received, the handset is inspected by the supplier.
Refunds, credits, or repairs will be processed accordingly.
PRMAs remain open for 2 weeks. Return your handset within this time.

Tip: If you need a new handset before returning the old one, you can pay in full for the new device. Your credit or refund will be processed once the old handset has been returned and inspected.