RMA (Return Material Authorization) Procedure Overview

MikroTik warrants all RouterBOARD series equipment for the term of fifteen (15) months from the shipping date to be free of defects in materials and workmanship under normal use and service, except in case of damage caused by mechanical, electrical or other accidental or intended damages caused by improper use or due to wind, rain, fire or other acts of nature.

To return failed units to MikroTik, you must perform the following RMA (Return Merchandise Authorization) procedure. Follow the instructions below to save time, efforts, avoid costs, and improve the speed of the RMA process.

1.If you have purchased your product from a MikroTik Reseller, please contact the Reseller company regarding all warranty and repair issues, the following instructions apply ONLY if you purchased your equipment directly from MikroTik in Latvia.

2. We do not offer repairs for products that are not covered by warranty. Exceptions can be made for RB1000.

3. Out-of-warranty devices and devices not covered by warranty sent to Mikrotikls will be returned to the sender at sender's cost.

RMA Procedure

1. Send an email to the MikroTik Support department (support@mikrotik.com), detailing the problem that you are having and including as much information as possible. Also include the Invoice number, and if possible - the serial number of the device. If the Support Department agrees that the unit cannot be revived on-site, and a repair procedure must be performed, Support Department will give you authorization code and link to the Hardware support request form.

2. Fill Hardware support request form and confirm it. This form only accepts devices directly sold to you and only items that are covered by warranty. For all items you must provide a problem description and serial number. Products with no serial numbers will be selectable from the table of items that were delivered to you.

3. You will receive an E-Mail with the RMA number and Approval code.
Go to http://rma.mikrotik.com/ and input the RMA number and Approval code in the top-right form. This will give you access to your RMA account, providing the possibility to confirm RMA form and monitor the progress of the RMA process.

4. In http://rma.mikrotik.com/ please check RMA shipment and confirm that all items that are in shipment you will indeed ship to us, other items please remove form "current shipment". You will be able to use a prepared standard shipping invoice. In case you wish to use your own Invoice, it is important to write on it the RMA Number and text: "FOR CUSTOMS PURPOSES ONLY. NO COMMERCIAL VALUE."

5. Please make sure that you have correctly identified the problem and that the unit is indeed not working, because customer has to pay shipping charges and 50$ for testing of each unit, if there were no problems found.
IMPORTANT NOTICE! Before returning a RouterBOARD router, please ensure that:

• The board has a valid license (you can use serial terminal to check that)
• The problem is not related to software problems (reinstall the software with Netinstall without saving the configuration to the newest RouterOS version)

6. Products being returned must be shipped at your expense. If the repair is done under warranty, MikroTik will return the product to the customer at no charge.
The RMA shipment number must be on the outside of the return package, and if you use Mikrotik invoice - it must be included in the shipment otherwise if you use your own invoice - you need to include printed RMA shipment unit list in the shipment, or the package will be rejected and returned to customer.
Contents of the package must match the information on the printed RMA shipment unit list, or the package will be returned as is. The customer will pay for the return shipping of products that are not covered by warranty.

7. Products to be returned should be properly packed to avoid damage during shipment. Such transport damages may cause false analysis results and/or lead to invalidation of warranty.

8. Please send the shipment to the RMA facility address (will be issued upon approval of your RMA form).
To speed up your RMA procedure, fill in all shipping information in your RMA account (name of the carrier, flight details, airway bill number etc).

Useful information:

• Routers returned for repair must be either unlocked from all passwords, or the full-access password must be provided.
• If you have a broken RouterBOARD then please do not send back working power supply components (Power adapter, POE Power injector, POE Power supply or Power plug). This will save transportation costs for you.
• Please inform us of any changes to your company information:
  E-mail: rma@mikrotik.com
  Fax: (371)67317701
• You will receive notification by E-mail:
  
  • when MikroTikls RMA center will receive your shipment
  • when MikroTikls RMA center will send back to you repaired goods
• When you log into your account, you can see your RMA history. That will include all shipping information and your RMA status changes history.