Repairs & Returns

Product Repair Policy

Aiphone Technical Service provides troubleshooting assistance that may eliminate the need to send a unit in for repair. If Technical Service has determined that your unit requires service, please Download a Repair Order Request Form.  Fill out the form and fax or email to Customer Service, and you will receive your Repair Order number by return fax or email.  When sending your unit in, reference Aiphone's RO number and include a copy of the invoice to verify warranty.  Aiphone will repair or replace out-of-box defective product at no charge (see complete Warranty for specific details).

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Product Return Policy

Products listed in the current price list may be returned on a quarterly basis as a stock adjustment. They must be in new condition, in original undamaged cartons, and returned within one month of receiving the Return Authorization (RA) number. Product over 2 years old will not be accepted for return. Product custom modified by Aiphone or by customer is categorized as non-returnable.

These returns will be assessed the following restocking fees:
0% -- with equal or greater value replacement order
10% -- with no replacement order
20% -- unauthorized return (including refused C.O.D.)

Requesting a Return

Contact the Customer Service Department for a Return Authorization (RA) request form. Fax your completed form to (800) 525-3372. Please allow one week for processing before you receive your verbal RA number. Product must be shipped prepaid with the RA number visible on the shipping box. Final credit will be subject to examination of the returned product.

Repacking/Freight Charges

Any returned product requiring re-boxing will be assessed a repack fee of $ 10.00. If returned product was purchased on a “freight prepaid" invoice, Aiphone may deduct the original freight cost from the product credit.