Return a Product

  1. I need to return a product for credit only. How do I do that?
  2. I have a product that's dead on arrival (The product can be returned at no charge to the customer by using Cisco's online pickup request tool (POWR)). How can I return it?
  3. I just received a replacement for a newly purchased product. How do I return the incorrect/damaged item?

 

1.) I need to return a product for credit only. How do I do that?

RMA Criteria
Cisco has an "all sales are final" policy. Customers are only allowed to return products as a result of the product being defective or due to a Cisco order entry error or manufacturing error and when a Return Material Authorization (RMA) number has been issued. Please review Cisco Terms and Conditions: "All Sales are Final" policy.

  • Products must have been purchased directly from Cisco.
  • Product must be new with the factory seal unbroken.
  • Out of Policy requests are subject to acceptance by Cisco. A restocking fee may apply.
  • Products must be returned to Cisco's designated location within 30 days of receiving your Returns Material Authorization (RMA) number.
  • Failure to return product within 30 days may result in cancellation of the Return Material Authorization number.
  • Cisco will provide credit for product returned with a Return Material Authorization (RMA) number.

* If you did not purchase the product directly from Cisco Systems, please refer to your distributor or reseller’s point of contact for all information on return of Cisco products.

RMA Request Process

  1. Access the CCW Returns Tool via CCW workspace. Orders -> Returns
  2. Click on “Create New Return Request.”
  3. You can search by:
    • Sales Order Number
    • Serial number
    • Purchase order number
    • Web order ID
    • AAR number
  4. Select a Return Reason (required).
  5. Select Return Type “RMA with Credit”
  6. Select Return from Country (required).
  7. Click on the ‘Search’ button
  8. Select the line(s) you would like to return OR select “Return Entire order” from the screen displayed.
  9. In the ‘Items tab’, enter the return quantity for the line(s) you are requesting to return.
  10. Click ‘Save & Continue’ in order to submit your return request.
  11. On the 'Review and Submit' tab enter the mandatory notes detailing the reason for your request and click "Submit".
  12. An Awaiting Authorization Return (AAR) number will be generated.
  13. This AAR# is to track the request while it goes through the approval process. You may check status of your return request via CCW workspace.

RMA Return Instructions:

  1. RMA with Credit, Try and Buy, and RMA without Credit returns are not eligible for the Product Online Web Returns (POWR) tool.
    1. These RMA types must be returned at the customer's expense.
  2. Product return locations can be found on the Authorized Return Locations webpage. Note that:
    • Some countries have special return instructions related to documents for customs clearance.
    • Please click the link for the return instructions PDF under the return type, and return from country.
  3. Cisco does not provide packaging materials
    1. Customers can use any box available as long as the box complies with the Cisco packaging guidelines.

Contacts and Additional Information

  • For additional details on the Returns tool, review the Training and Tutorial information.
  • For any further questions related to the Returns with Credit process, please open a case with the Returns team using the Digital Customer Service Platform.

RMA Request Issues

Search RMA Request

RMA Support and Reconciliation

Search RMA Return Support

You may also contact the Global Contact Center (GCC).

2.) I have a product that is dead on arrival (DOA). How can I return it?
DOA Criteria

  • DOA is defined as a product that fails at initial power-up.
  • The DOA process is separate from any warranty programs.
  • DOAs must be claimed within 180 days of shipment and before the last ship date if the product has an end-of-life announcement.
  • Products must have been purchased directly from Cisco.
  • The customer must provide the serial number and purchase order or sales order of the purchase.
  • Credit will only be issued when the product is physically returned to Cisco's designated location.
  • Replacement product are new product made to order, and prioritized by Manufacturing but lead times are subject to availability.

DOA Request Process

  1. Contact the Technical Assistance Center (TAC) to report the defective product.
  2. Once TAC has determined the product to be DOA and eligible for new product, a request for a replacement and Returns Material Authorization (RMA) will be submitted.
  3. A replacement sales order will be created as well as a RMA to return the defective gear. Return the defective gear to the designated Cisco return depot within 30 days to avoid being invoiced for the replacement product. The RMA# should be included on all return packing.
  4. You may check the status of the replacement sales order via Cisco Commerce (CCW).

Contacts and Additional Information

For any further questions related to the DOA process please contact the following:

Replacement Order Team:

3.) I just received a replacement for a newly purchased product. How do I return the incorrect/damaged item?

  • Your replacement order number is also the authorized RMA number. The number will begin with a “9” and contain 9 digits.
  • Please return parts within 30 days after RMA creation. The RMA due date can also be located on the Cisco CCW order status tool under the return order tab (in the upper right hand corner).
  •  The product can be returned at no charge to the customer by using Cisco's online pickup request tool (POWR)

Contacts and Additional Information

  • For any further questions related to a replacement return, please open a case with the Post RMA support team using the Digital Customer Service Platform and searching RMA Return Support.
  • For questions relating to the replacement items ordered/shipped, please open a case using the Digital Customer Service Platform and search Replacement Request.

Please note: this team only supports replacement orders related to a new Cisco sales order where product was shipped incorrectly or damaged in transit.

RMA Support and Reconciliation

Search RMA Return Support

You may also contact the Global Contact Center (GCC).

 

Related Tools

Related Links

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