Repairs and returns

We are here for you – even after you have received the product. Regardless of whether you are thinking about a repair, returning or complaining about a delivery, or returning your old device.
People with headsets in the Customer Service telephone center

What you can expect from us Our promise

High-quality products and courteous service are essential factors in you being satisfied. Therefore, fast and clear processing is important to us. Whether returns or complaints, we will find the best solution for you!

Person with headset in Customer Support

Repair - Technical repair Something broken? We will repair it for you.

As a user, the durability of your products is important to you – we guarantee you the best manufacturing quality. Our products are designed for intensive use and developed to high standards. Should unforeseen problems arise, our expert service team is on hand to assist you.

People with returns

Return - Commercial return Return products to us if you do not need them.

Have you ordered the wrong item or you no longer need the quantity ordered? We will be happy to help you check whether it is possible to return the goods for a credit note.

Conditions for returns

  • Delivery date
    The delivery date is no longer than 3 weeks from the date of the invoice.

  • Current production status
    The goods have not been discontinued or otherwise no longer appear in the supplier's current price lists.

  • Packaging
    The seal on the packaging has not been opened or damaged.

  • Net goods value
    The net goods value is at least $200 per order.

  • M-T-O – Made to Order
    The goods have not been "Made-to-Order," or modified to the purchaser’s requirements.

Person with headset

Complaints Not satisfied with your product or service?

Do you have a problem with your order or delivery? Unfortunately, mistakes can happen and you may have a legitimate reason to complain. Drop us a line and we will take the best possible care of your situation and find the best solution together with you.

Have you spotted a discrepancy between your order and our delivery? Contact us. We will be happy to examine the situation and offer you a suitable solution.

Reasons for complaints

  • Incorrect product
  • Over-delivery
  • Under-delivery
  • Double delivery
  • Incorrect delivery address
  • Product does not meet the expected quality standards
  • Product is faulty
  • Transport damage

Other reasons for complaints?

We at Phoenix Contact are aware that sometimes problems can occur that do not fit into the predefined categories. If you have any other reason for complaint, please do not hesitate to contact our support team.

How our process works What you can expect from us

Service and trust are our focus when it comes to returns and repairs. We therefore want to make our processes as simple and transparent as possible.

1. Return via the website
You can submit a return request to us by accessing our website. To do this, call up our returns application.

2. Product information
Enter the item number and the associated return information before submitting your request.

3. Confirmation of receipt of the return request
You will receive a confirmation of receipt of your request. This is not yet your return confirmation.

4. Confirmation of the return request
You will receive your return confirmation together with your RMA number and your return delivery note in a separate email. Please pack your return items securely and enclose the completed delivery note with the package. Affix the RMA number and the shipping label clearly and visibly to the outside of the package.

5. Dispatch of the return shipment
Send your return to the address given on the delivery note.

How to speed up your return

  • Product information
    When registering a return, item-specific information on the type and quantity of items to be returned must be provided.

  • Delivery note
    A return must be marked on the delivery note with the RMA number (Return Merchandise Authorization number) and the reason for return.

  • Packaging and identification
    The RMA number must be clearly visible on the outside of the return packaging.

  • Returns without prior notification
    We cannot process returns of items without prior notification and these will be returned to the sender.