Zyxel Support Portal [RMA] - Claiming Warranty Service for a Zyxel Product? (Using the RMA-Process)

This article provides a comprehensive guide to the Return Merchandise Authorization (RMA) process. You will learn how to start the RMA process, perform basic checks on your device before issuing a return, and verify the warranty status. Additionally, the article answers common questions, such as when you can receive a refund instead of a replacement and what to do if your device arrives damaged or with incorrect packaging, like a different power cord. If you receive a damaged device from your sales partner, the article also outlines the necessary steps to take to resolve the issue effectively, including the possibility of obtaining a refund.

 

Note: If you would like a refund for a defective product, kindly contact the seller directly. Should the seller be unable to process your refund for any reason, please follow the RMA process outlined in this article. Ensure you provide proof of your communication with the seller and include the original purchase invoice. We will initiate the RMA process and refund the purchase amount to your bank account; please note that this may take a few weeks.

Double-checking - how to make sure it's really RMA

• I received a damaged device from my sales partner - What now?

1. The device is physically ok, with no misforming or heavy impact on the housing or box, but it does not work as described in the Quick Start Guide. This is what we call a Dead-On-Arrival (DOA) case.
2. The device has been clearly damaged during transport or shows a strong impact on housing or packaging. This situation is not covered by the Zyxel warranty and causes you to take immediate action towards the shipping company.

Note: Only if you face situation#1we are able to help you with a repair or replacement by our RMA process. Please refer to the warranty terms and conditions to read more details on the DOA process.

• Before you start RMA, try the following steps and find out Video Quick Diagnosis Tips

Warranty - how to check the warranty of your device

• Login to support.zyxel.eu (If you don't have an account, please create it by looking at this article)

• When you successfully logged in, please click on "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 you have a device that shows after the warranty check that it has no warranty anymore and you can prove that you purchased the device within the last two years, You can still take advantage of the RMA process by providing a copy of the invoice to us within the RMA Form

RMA Process - how to start the device replacement process

Before you send us your request, could you make sure you get the correct serial number of the device? You can find this information most likely on labels stuck to the device. If you could provide us with the wrong serial number, we'll be able to help you find the right number. The form also requires the requestor's contact details and the possible alternative return address if the device is sent to another customer.

• Fill out the Warranty Request with the TechCheck form

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 become active.

• Here you can check the time of warranty for our devices:

Products and Warranties

• We handle our RMA Service in three different Service: Basic, Normal and Professional.

Repair- and Replacement Services for Zyxel Products

In case you have more than one device to claim, please separate the serial numbers and error descriptions by a comma. You can also use the attached excel file to list down the serial numbers in column A-C, Lines 2-199 and your details in Line 2, columns D-K, alternative address column M-S.