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

Repairs 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.

You do not have a user account or you have purchased the Phoenix Contact product from another supplier? Please send us an email to tsupport@phoenixcontact.be.

People with returns

Returns 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

Returns can only be accepted under the following conditions:

  • The goods must be kept in the original, undamaged and unopened packaging.
  • The goods correspond to the current state of manufacture and the current revision.
  • The return request must be made within 6 months of delivery.
  • Customer comments or inscriptions on the packaging are not accepted.
  • If goods are returned commercially, you will be charged a 30% administration fee.
  • A credit note will only be issued if the value of the order line is greaterthan 30 euros and if the total value of the credit note is at least 150 euros.
  • We do not take back 'made-to-order' items
  • If goods are not returned to us by the requested return date, we reserve the right to refuse the return.
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.

You do not have a user account or you have purchased the Phoenix Contact product from another supplier? Please send us an email to tsupport@phoenixcontact.be.

Reasons for complaints

  • Wrong item delivered
  • Too many items delivered
  • Too few items delivered
  • Double delivery of an order
  • Incorrect delivery address
  • Error(s) found in the item
  • The item was damaged during transport

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.

Wheeled garbage can pictogram

Identification on our product or on the packaging and the enclosed documents

Important things to note

  • Users are responsible for deleting personal data on the items to be disposed of. Please ensure this before returning the items to us or our service partners.

  • If batteries are included in the items, please remove them prior to return, provided removal is non-destructive. You will find information about battery removal options in the packing slips, which you can view on the corresponding product detail page in our e-shop.

  • Please label any shipments containing lithium-ion batteries as containing hazardous materials.

  • All items in our portfolio that fall under the Directive on waste electrical and electronic equipment (WEEE) are marked with the symbol of the crossed-out wheeled garbage can. These products must be collected separately at the end of their life and returned to the intended recycling center.

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.

Process flow – repairs and returns

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.

6. Confirmation of receipt of the return
You will receive a confirmation from us as soon as we have received your return.

How to speed up your return

  • Notes
    A return must be registered in advance and marked “Return for scrapping in accordance with the WEEE directive”.

  • 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.