Zyxel Products RMA - Return and Replacement Services

This article introduces an improvement to our RMA (Return Merchandise Authorization) process that makes it even more convenient for you! 

Warranty Information for Zyxel devices, including terms, conditions, and warranty periods for each specific device, is available at this link: Zyxel Products [Warranty] - Products and Warranties

Disclaimer: Zyxel EMEA offers services in the EU and the UK. The terms and conditions of each service may vary, with some exceptions and variations depending on your region and specific device. If you have any questions or need clarification, our support team will be happy to help you. Also, any updates or changes to these terms will be quickly reflected in the relevant article.

Return and Replacement Services

Note: Access priority technical phone support for all partners and benefit from next-business-day RMA shipment service for Prime, Elite, and Platinum members.

Based on the type of device and country where the customer requires the services, we offer the following service types:

	Standard → A replacement device will be sent within 10 working days upon confirmation of a defect in the product. There is no need to return your defect device anymore - you can take it to your local e-waste collection center.
	Standard+ → A replacement device will be sent within 10 working days upon confirmation of a defect in the product. The service also includes the arrangement of return delivery to the designated service center.
	Next Business Day Shipment → For specified products ZyXEL offers a Next Business Day Shipment Service for a replacement device. In addition to standard free of charge service, Zyxel offers a chargeable NBD Shipment service. To qualify for this service you simply purchase the service license and activate it through the process of registration.

**NBDS (Next Business Day Shipment): For selected products, Zyxel offers a chargeable Next Business Day Shipment service in addition to the standard free-of-charge service; to qualify, customers must purchase a service license and activate it through registration.

• NBDS is available for Firewall, Switch, and WLAN (Access Point) products.
• NBDS licenses are now offered in 1-year and 2-year durations and can be purchased through distributors, Zyxel Circle, or the Zyxel Marketplace.
• Users cannot transfer the license to another device, as the assignment becomes permanent once it is activated. However, in the case of an RMA replacement, NBDS license transfer is handled by Zyxel support.

Warranty Requirements and Service Conditions

• Proof of purchase from Zyxel or its authorized reseller/distributor, along with the complete serial number, is required for warranty service.
• If the product fails during normal and proper use within the warranty period, Zyxel will replace the defective parts or products with new or refurbished parts or products that are equivalent or superior to the original.
• Warranty service by Zyxel does not extend or renew the product's warranty period. The warranty period does not renew when the product is resold to a second end-user.
• Zyxel has sole discretion to handle the request for the out-of-warranty product. 
• Important: Devices with third-party firmware (such as OpenWrt) are not eligible for warranty replacement or RMA services. Learn more about OpenWrt here.