This article shows you how to start the RMA process, perform basic checks on your device before issuing a warranty replacement, and how to check the status of your warranty.
Please note:
- Arrived not working: If the packaging is intact, the unit is not physically damaged and there are no visible signs of impact on the case or packaging. However, the unit does not operate as specified in the user manual. In this case, you can contact the seller directly, which can sometimes speed up the process. But you can also open the RMA case and we will replace the defective device.
- Damaged in transportation: If the device sustains internal damage during transit, exhibits severe packaging damage, shows visible signs of impact, or has experienced significant impact along with its packaging, it will not be covered under the Zyxel warranty. In such instances, we strongly advise promptly filing a claim with the shipping carrier.
Double-checking - how to make sure it's RMA
Before requesting a Return Merchandise Authorization (RMA), customers should take a few troubleshooting steps to ensure the issue is not easily fixable. Here are some basic checks to perform before initiating an RMA request:
| Check power supply and connections | Restart or Reset the Device | Update Firmware or Software |
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Warranty - how to check the warranty of your device
Login to support.Zyxel.eu (If you don't have an account, please create it)
- When you successfully logged in, please click on the "Contact us" button
- Insert the Serial Number & click on "Check"
- If the device in question is still under warranty, use the "Start RMA Process" button.
Note: If your device shows no active warranty after the warranty check, but you can provide proof of purchase within the last two years (or five years for business devices), you are still eligible for the RMA process. Please submit a copy of the purchase invoice along with the completed RMA form. For additional details on checking your device's warranty status, please refer to the article available at the following link: Zyxel Products [Warranty] - Products and Warranties
RMA Process - how to start the device replacement process
Before submitting your request, please ensure that you have the correct serial number for your device. This information can typically be found on the stickers attached to your device. If the serial number you provide is incorrect, we can assist you in locating the correct one.
Additionally, please ensure that the form is completed accurately, including the applicant's contact information and the device's return address. Double-checking these details will help us process your request more efficiently.
Note: The example shows part of the form, in reality, the form is larger.
- After you fill in all mandatory fields (fields with a red asterisk), the "Submit" button will appear.
- Here you can check the time of warranty for our devices:
- We handle our RMA Service in three different Services: Standard, Standard+ and Next Business Day Shipment.