Meraki RMA Full Details
Returns (RMAs), Warranties and End-of-Life Information
Returns (RMAs), Warranties and End-of-Life Information
If your Cisco Meraki device fails and the problem cannot be resolved by troubleshooting, contact support to address the issue. Once support determines that the device is in a failed state, they can process an RMA and send out a replacement device free of charge. In most circumstances, the RMA will include a pre-paid shipping label so the faulty equipment can be returned.
Note that, for end-customer device security, RMAs may only be requested by Full Organization Write Admins, or Network Write Admins (for only devices in networks they are Admins of). Meraki Support will not process RMAs unless the support agent can verify the requester has sufficient network permissions.
If you have not received a pre-paid shipping label in the box, please check your email inbox and spam folders 24-48 business hours after the replacement has been received for an email from FedEx or UPS to print the return label.
Hardware Returns
If you are experiencing hardware issues, please contact Cisco Meraki support by logging in to dashboard (Help > Get help) or by calling us.
To request a return materials authorization (RMA), please complete the RMA request form in the Meraki dashboard. If your RMA request is approved, Cisco Meraki will email you an RMA number and a return shipping label free of charge. We will ship replacement units within five business days of receiving your defective units. If no trouble is found, we will contact you before taking further action.
If you require advance replacement, please call Cisco Meraki technical support. Advance replacement orders will ship within 1 business day.
Additional information about Cisco Meraki’s hardware warranty can be found in Cisco Meraki’s End Customer Agreement.
Warranty Coverage Period
Cisco Meraki stands behind its products. Hardware products generally come with a 1-3 year warranty or lifetime warranty, as specified on the relevant Cisco Meraki data sheet.
Some general warranty term lengths can be found below:
| Product/Category | Warranty Period | Notes |
|---|---|---|
| MX/Z (e.g. MX100, Z3) | Lifetime | Also applies to power supplies included in box |
| MS (e.g. MS120, MS350) |
Lifetime
| Also applies to power supplies included in box |
| Indoor MR (e.g. MR30H, MR52) | Lifetime | Applies to MR device and ethernet cables in box |
| Outdoor MR (e.g. MR74, MR84) | 1 Year | |
| MV (e.g. MV12, MV21, MV71) | 3 Years | |
| MC (e.g. MC74) | 2 Years | |
| Accessories | 1 Year |
The following are considered accessories:
SFP Modules, extra (not-in-box) power supplies, twinax/SFP+ cables, stacking cables, all mounting kits and stands, antennas, interface modules, fans, additional power cords, PoE injectors
|
Note: The above table is a general guideline for warranty terms and is not final. Warranty terms are subject to printed warranty information on the relevant data sheets.
Troubleshooting before Returns
Prior to performing an RMA, Cisco Meraki Support will need to verify that some basic troubleshooting has been performed to resolve common issues. Please refer to the following articles for common symptoms and troubleshooting steps:
Product Trial Returns
If you would like to return units from a product trial, please go to your product trial webpage (using the link your rep provided you with) and go to the returns tab to fill out the RMA request form. If your trial hardware was shipped to the US, Canada, or an EU member country you will also be able to print out a return shipping label and ship the product back to Cisco Meraki at no charge to you.
For more information about Cisco Meraki returns, please refer to our Return Policy.
Avoiding Licensing Issues
When adding the replacement device to your Dashboard network, you may see a licensing compliance warning if that additional device caused your total device count to exceed your licensed limit.
Once the replacement device has been added to a network, it is recommended to remove the faulty device from its Dashboard network. The faulty device can still remain in your inventory, but as long as it is not currently in a network it will not count towards your device limit.
Refund Requests
If you are dissatisfied with your Cisco Meraki purchase for any reason, you may return your order for a full refund. All returns must meet the following criteria:
- You purchased the product through an authorized Cisco Meraki reseller or direct from Cisco Meraki
- You are the original purchaser of the product
- You submit your refund request within 30 days of purchase
- The product is in new condition, including all accessories in the original packaging
To request a refund, please complete our RMA request form.
If your refund request is approved, Cisco Meraki will email you an RMA number. In order for the refund to be accepted and processed, Meraki must receive the hardware you are returning no later than 30 days following the date the RMA number is issued. Once we have received and inspected the units, we will process your return. If you purchased through a Cisco Meraki reseller, your refund will be issued by that reseller. If you purchased directly from Cisco Meraki, we will issue a refund, typically within 15 days of receiving the return. (If you paid by credit card we will credit the original credit card. If you paid by any other method, we will send you a check.)
From time to time Cisco Meraki offers special refund terms. If your return is covered by special terms, please reference those terms on your RMA request.
Please contact Cisco Meraki directly for all returns, including product purchased through distributors or resellers.
Shipment Preparation
- Please return units in their entirety. That is, include all power supplies, antennas, and other components along with the original product box.
- Please use the original shipping carton and packaging material. If this is not possible, use another shipping carton with padding to protect the units from damage during shipping. DO NOT ship a product without a carton.
- The customer will be charged for product that is damaged due to insufficient packaging.
- Once you have received your RMA number from Cisco Meraki via email, write this RMA number in large letters on the exterior of the shipping carton. Shipments to Cisco Meraki without an RMA approval will not be processed.
- If Cisco Meraki approves your RMA request, you will receive a confirmation email containing an RMA number within two business days. The address to which the product should be sent will also be included in that email.
- Cisco Meraki will provide a pre-paid return shipping label for warranty replacement return shipments. Cisco Meraki will also provide a pre-paid return shipping label for free trial return shipments from US (including Puerto Rico), any EU member country, Australia, Canada, Chile, Colombia, Costa Rica, Ecuador, Indonesia, Japan, Mexico, New Zealand, Panama, Peru, the Philippines, Singapore, South Korea, Thailand, the United Arab Emirates, and the United Kingdom. For all other returns it is your responsibility to coordinate and pay for return shipping back to Cisco Meraki using the carrier of your choice. Cisco Meraki recommends that the return package has a tracking number and is insured for the proper value of its contents. Cisco Meraki is not responsible for packages lost by carriers.
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