Understanding the Poly Headset Returns Process

Poly returns made simple

Poly Headset Warranty Claim

For the years we have worked with both Plantronics and now Poly, we know they truly care about their customers. Although the overall quality of Poly products is usually almost flawless we have had instances where customers have called us to ask about the returns process.

When you order from us for example, In the first instance, The Headset Store will handle product returns on your behalf for faulty items ordered within the first 30 days of purchase.  Following this period, you will need to return any faulty products using the Poly returns process directly but luckily, they have a first rate returns service. 

Poly does protect products with either a full one or two year replacement warranty – so you can concentrate on your busy schedule and customers, not your equipment.  If any product fails to perform to the highest standard within warranty, you can request a replacement and this guide will help you do it.


Prior to making a warranty claim via Poly directly, it is important to have the right information available in front of you which will largely simplify the process. In most instances, just make sure you have the headset in front of you so you can locate the product serial number which is a 6 digit alpha-numeric string unique to every headset sold.  Once you have this, the process is pretty easy.


Initially you need to sign-in to your Poly account, or create an account if you do not have one.


Register your product. Registering your product is required during returns process.


Select the registered product you would like to have replaced, provide any needed additional documentation.


You must register for an account with Poly prior to registering any warranty claim. The process is simple and painless if you do not already have an account however once this has been done, you will be able to register any Poly headsets you own against your own account in the future.

If your product is not already registered with Poly, click on the “Register Products” button in order to add a product to your Poly account.

The serial number will be found in any of the below locations depending on the product:

  • On the product box (if you still own this)
  • On the inner part of the headband close to the speaker
  • On the inner part of the microphone, close to the speaker
  • On the In-Line Control (if USB)
  • On the charging base (with cordless DECT headsets)


Once you have successfully entered your serial number, you will see a page similar to the one below that provides information on the product, confirmation of its unique serial number and the warranty date that this specific headset is covered up until.

Once you hit confirm, you will then be re-directed to a page that shows all registered products against your account, similar to this view shown.  At the bottom of this list you will see the an orange button which provides you with the option to add a new warranty claim against one or more of your registered headsets.


You will be able to make a claim against an individual product or by selecting multiple products at the same time which can simplify the process if you have a handful of faulty devices from a large rollout of headsets. Once you have added one headset to your claim, you can then add further products before submitting the claim for approved by Poly.

Please ensure your product is in warranty otherwise your claim will not be processed.  In the example image below, this product is outside of its warranty period and any request you make will be rejected.


They normally return all of the products from your claim in one parcel however this is not always the case as we have seen instances where the items are returned in separate consignments and at different times.


You will receive further instructions on what you need to do via email within a few hours.  Poly will arrange and email across a returns label via DHL which needs to be printed off in the correct format before being securely added to the box containing your returned item(s).  It is important to know that you will need to call the courier yourself to arrange a collection time and date. Poly WILL NOT do this for you.

For UK customers, all returns are handled in the Netherlands so please expect to wait approximately 1 week from the date the parcel is collected until your replacement arrives.  All in all the service Poly provide is pretty slick and hassle free.

If you have any further questions regarding Poly headsets, please get in touch with us at The Headset Store on 01675 432 123 or email us at sales@headset-store.co.uk

Thanks for submitting your account application.  A member of our team will be in touch shortly following your application request.

In the meantime, please contact us on 01675 432 123 or email sales@headset-store.co.uk if you have any further questions.