Cisco Returns Portal
Welcome to Cisco's Returns Portal
To begin the process please select Obtain a Return Material Authorization (RMA) from the left.
Otherwise, select the appropriate step for where you are in the process.
We've simplified RMAs to save you time. Learn about the new process.Return Material Authorization (RMA)
To begin the process please answer the questions below:
OR
Select the appropriate step for where you are in the process from the left navigation.
Request a return and obtain an RMA number
Use the Product Returns & Replacements (RMA) page to obtain an RMA number.
Request a return and obtain an RMA number
Open a “New Case” using the Support Case Manager Tool
Request a return and obtain an RMA number
Technology Migration Program: Your RMA number will be emailed to you when the final part of your order is shipped.
Request a return and obtain an RMA number
Please fill out this online form to obtain your RMA.
Request a return and obtain an RMA number
Please follow this process to properly return your equipment for recycling.
Please “Open a Case” in Customer Service Central.
Request a Return and obtain an RMA number
Please select 'Start Return Request' in
Cisco Commerce Returns to obtain an RMA number.
Request a return and obtain an RMA number
Open a “New Case” using the Support Case Manager Tool
Arrange a Pickup
Obtain a shipping label and arrange for a pickup
Use the POWR Tool (preferred method)
The Product Online Web Returns Tool (also called the POWR Tool) is an online resource that allows Cisco customers to print shipping labels and schedule a time for a carrier to come to a specified location to pickup the equipment they wish to return to Cisco.
If possible, please use the POWR tool to print a packaging label and schedule a pickup with a Cisco-approved carrier. To use the POWR tool, you must have a Cisco.com username and password OR a valid RMA (Return Materials Authorization) number and an email address. Logging in with your Cisco.com account is preferred because this will allow you to track all of your pickup requests.
The POWR tool can be used from the following locations:
Americas: US, Canada, Mexico, Latin America
- Brazil requires the completion of a return invoice, please see the reference guide for assistance (English / Portuguese)
EMEAR: European Union, Norway, Iceland, Switzerland, Lichtenstein, Israel, Russia, Ukraine, Serbia, Bahrain, Jordan, Kuwait, Lebanon, Oman, Pakistan, Qatar, Saudi Arabia, Turkey, United Arab Emirates, Botswana, Egypt, Ghana, Kenya, Mauritius, Morocco, Namibia, Nigeria, South Africa, Tanzania, Tunisia, Uganda, Zambia
APJC: China, Hong Kong, Macau, Taiwan, Malaysia, Sri Lanka, Philippines, Vietnam, Thailand, Singapore, Australia, Indonesia, Japan, New Zealand, Korea, Cambodia, India, Brunei, Myanmar, Papua New Guinea
Where the POWR Tool is NOT Supported
If your location is not supported by the POWR tool, you will need to coordinate package transportation with your own vendor service to return defective products. Please ensure that the RMA # is clearly referenced on the shipping material and/or box. The return address can be found on the RMA return information on the Product Returns & Replacements (RMA) page. Alternately, you can Contact Cisco Asset Recovery for any additional questions.
Packaging Instructions
Use the guidelines below to package your return equipment
Guidelines for prepping equipment for a return:
- If possible, use the original Cisco box and packaging of your part or the replacement part you receive
- On every box being returned, include the following:
- A shipping label with both the origin and shipping addresses
- RMA number
- Country of origin
- Quote number for trade-ins
- Ensure the complete product is in the same working condition as it was when removed from your network
- For pictures and additional details for special considerations such as large products, batteries, or chemicals see these Detailed Packaging Instructions
Track your Replacement Parts
Track the progress of your replacement parts to know that Cisco has shipped your new part
For Equipment Covered Under a Service Contract:
- Select “Service Order QuickSearch” on the Product Returns & Replacements (RMA) page.
- Enter your RMA number into the popup window.
- Click the “Replacement Parts” tab and look for the status of your parts.
Track your Returned Parts
Track the progress of your equipment to ensure Cisco has properly closed your RMA
For Unused Equipment Returned for Credit or Replacement and Trade-Ins:
- The status of a Return Material Authorization can be checked by going to Cisco Commerce Returns and choosing 'RMA No.' from the search field on the left.
- The tool will show if the RMA is open, closed, or cancelled. The line status will reflect what product was received and if any credit memos have been issued.
- Upon delivery to the authorized return location, it may take up to 5 business days for the items to be received against the referenced RMA.
- Once the RMA line is received and closed, it can take up to 48 hours for the credit memo to generate.
For Equipment Covered Under a Service Contract:
- Select “Service Order QuickSearch” on the Product Returns & Replacements (RMA) page.
- Enter your RMA number into the popup window.
- Look for “Current Status” above the tabs.
You can also use Cisco’s Technical Support mobile application to track your return. It is available for download for iOS or Android.
For Failure Analysis (FA) Cases:
To check the return status of your equipment, either email FACT at cisco.fact@dhl.com or call FACT at one of the following numbers:
- Direct Line: (65) 6812 5592
- USA/CAN Toll Free Number: 877 662 6947
- Europe Toll Free Number: (31) 202061733
- APAC Tel: (65) 68125441
- Japan Toll Free Number: 0120-994480 (Within Japan)
- Japan Tel: (65) 68125442
Contact Support
If you have any issues, please reach out to one of our support teams.
For problems requesting a Return Material Authorization (RMA):
- Please Open a support case with the Returns team using Customer Service Central.
- Go to Open a Case tab.
For problems related to returning product after you’ve received an RMA:
For Parts Covered Under a Service Contract
For Unused Equipment Returned for Credit or Replacement and Trade-Ins:
- Please open a support case with the Returns team using Customer Service Central.
- Select Returns and Shipment & Billing requests.
Customer Service Central is a module within Product Returns & Replacements (RMA).
If it isn't visible there, click Add Modules to add it to your workspace.
Cisco Return Policies
Defective Parts must be returned within 10 calendar days of ship date of the replacement parts.
For defective parts which have not been returned within 30 calendar days after shipment of the replacement parts, Cisco reserves the right to charge for liquidated damages equivalent to the current full list price of the parts.
If you require an extension to due date because of special circumstances, you must contact Cisco Asset Recovery to request approval.
You must have a current service contract to return a defective part for replacement.
The type of maintenance contract purchased determines when your replacement part is received.
Click here for a list of service contract types.
Removal of Data on Cisco Equipment
Click here for Cisco's policy and instructions regarding the removal of data on Cisco equipment prior to service return.