If a Poly headset fails inside its warranty period, the claim process is straightforward but not obvious — it runs through HP's support portal now, not Plantronics or Poly, and one detail about your proof of purchase can cost you months of coverage.
Quick answer
Last updated July 2026
What the warranty covers
Poly's warranty covers defects in materials and workmanship on products manufactured, sold, or certified by Poly and purchased and used in the United States or Canada. Coverage extends to the original end user with the purchase receipt — it doesn't transfer to a second-hand buyer.
How to make a claim
Claims are handled through HP's support portal following HP's acquisition of Poly:
- Create a profile on the HP support portal and register the faulty unit.
- Submit a claim for a replacement.
- You'll receive an email confirmation, then a second email with the claim approved, then RMA documentation for the faulty unit.
- HP ships the replacement to you, along with a prepaid return label.
- Pack the faulty unit in the box the replacement arrived in and return it with the prepaid label.
Shipping is covered by HP throughout. Technical support during the warranty period is available by phone or through live chat on the HP support portal once your profile is set up.
Myth
If I've lost the invoice, HP can just look up the serial number — it makes no difference.Reality
It can shorten your coverage. HP can calculate the warranty from the serial number, but that runs from the manufacturing date rather than your purchase date. A headset that sat in a distributor's warehouse for several months before you bought it loses that time from its warranty. Keep the invoice from your authorised reseller — it may also be requested at HP's discretion as proof of origin.How long the warranty lasts
Warranty duration varies by product category — generally longer on business-grade headsets and shorter on some accessories and special-application products.
Because these terms are set by HP and change over time, we don't publish a fixed figure here. Check the current warranty for your specific model on HP's support site, or on the product page at the time of purchase. If you bought from us and aren't sure what applies, call us with the model number and we'll tell you what shipped with it.
What replacement means in practice
Poly may repair or replace a non-conforming product at their option, and replacements may be new or reconditioned, refurbished, remanufactured, or pre-owned. That's standard for the industry — a warranty replacement isn't guaranteed to be a brand-new unit.
What the warranty does not cover
Several things void or fall outside coverage. Worth reading before you make a claim:
- Damage from accident, fire, misuse, neglect, unusual physical or electrical stress, or modification.
- Improper or unauthorised installation, wiring, repair, or testing.
- Use with non-certified ancillary equipment — including third-party batteries, chargers, adapters, connector cables, and power supplies. Using a non-genuine battery or power adapter can void coverage on the headset itself.
- Service by anyone other than Poly or an authorised service centre — testing, adjusting, installing, altering, or servicing the product elsewhere voids the warranty.
- Altered identification — removed, altered, or obliterated serial numbers or date tags, mismatched board serial numbers, or non-conforming housings or parts.
Consumable parts
Wear parts aren't covered unless they arrive non-functional or broken:
- Cases and case parts
- Modular plugs
- Cradles
- Headbands
- Lanyards and pouches
- Voice tubes
- Decorative finishes
- Switches
- Ear tips, ear tip kits, ear cushions, ear loops, and ear buds
This is worth knowing before you claim: a worn ear cushion or a stretched headband is a replaceable part rather than a warranty defect, and most are inexpensive to buy directly.
Out-of-warranty repairs
Flat-rate repair pricing applies to products outside the warranty period. HP can advise on repair availability, rates, payment, and where to send the product.
For older headsets, it's worth weighing repair against replacement — on a discontinued model, parts availability is often the deciding factor rather than cost. Our battery and charging guide covers the most common case, where a headset that seems to be failing simply needs a new battery.
How do I claim a Poly headset warranty?
Register the faulty unit through HP's support portal, then submit a replacement claim. You'll receive confirmation, approval, and RMA documentation by email. HP ships the replacement with a prepaid return label, and you return the faulty unit in the same box. Shipping is covered.
Do I need my receipt to claim a Poly warranty?
It's strongly recommended. HP can calculate coverage from the serial number instead, but that runs from the manufacturing date rather than your purchase date, which can shorten your warranty. HP may also request the invoice as proof of origin.
Will I get a brand-new headset as a warranty replacement?
Not necessarily. Poly may supply a new, reconditioned, refurbished, remanufactured, or pre-owned unit at their option. This is standard under the warranty terms.
Does using a third-party battery void my Poly warranty?
It can. Batteries, chargers, adapters, cables, and power supplies not manufactured or certified by Poly count as non-certified ancillary equipment, and using them may void coverage on the headset itself.
Are ear cushions and voice tubes covered under warranty?
No, unless they're non-functional or broken when you receive the product. Consumable parts — ear cushions, voice tubes, headbands, cradles, ear tips, and similar — are treated as wear items and are generally inexpensive to replace directly.
The two things that matter most in a Poly warranty claim: keep your invoice, and make sure any batteries or adapters you've used are genuine. If you bought from us and need help with a claim or aren't sure what's covered, call our team at 877-999-3838 with your model and order details.
