Cisco Return, Refund and Exchange Policy

Cisco Order Policies:

Read below for Cisco Order Return and Refund Policy, Price Match Policy, Exchange and Cancellation Policy.

General Return Policy

All Sales Final Policy

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.

Eligibility Requirements

For products purchased directly from Cisco, returns are permitted only under the following conditions:

• Product must be defective
• Cisco order entry error or manufacturing error
• Return Material Authorization (RMA) number has been issued
• Products must have been purchased directly from Cisco
• Product must be new with the factory seal unbroken

Note: 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.

Out of Policy Requests

Out of Policy requests are subject to acceptance by Cisco. A restocking fee may apply.

Return Material Authorization (RMA) Requirements

What is an RMA?

An RMA is a Return Material Authorization and is required to return Cisco equipment. If you do not have an RMA number, Cisco reserves the right to refuse receipt of returned units.

How to Obtain an RMA

To return an item, you must obtain a Return Material Authorization (RMA) from the appropriate channels:

• Please contact the Approved Source from whom you purchased the product
• If you purchased the product directly from Cisco, call Cisco TAC by phone to start a validation of your warranty claim

Return Timeframes

Standard Return Period

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.

Advanced Replacement Service Returns

Customer must return defective parts in accordance with Cisco’s return materials authorization (RMA) procedure within ten (10) calendar days of receipt of the replacement parts.

Late Return Consequences

If Customer has not returned the defective parts (which must conform in quantity and serial number to the RMA request) within thirty (30) calendar days of receipt of the replacement parts, Cisco may charge liquidated damages.

Cisco’s policy states that if defective parts are not returned within 30 days of receiving the new service part, Cisco reserves the right to charge for liquidated damages equivalent to the current full list price of the part.

Dead on Arrival (DOA) Returns

DOA Definition and 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.

DOA 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. The request will be processed within 24-48 business hours
4. A replacement sales order will be created as well as a RMA to return the defective gear
5. Return the defective gear to the designated Cisco return depot within 30 days to avoid being invoiced for the replacement product

Refund Process

Credit Conditions

Cisco will provide credit for product returned with a Return Material Authorization (RMA) number. Credit will only be issued when the product is physically returned to Cisco’s designated location.

Processing Time

Once the RMA line is received and closed, it can take up to 48 hours for the credit memo to generate.

When parts are returned within your contractual terms and conditions and the part and serial number that we expect is returned, the part will get booked in within 24 hours of receipt in our warehouse and your RMA line gets closed.

Return to Factory (RTF) Exchanges

RTF Definition

Under RTF (Return to Factory) customers must return the failed hardware to Cisco prior to Cisco shipping the replacement part.

RTF Process

The return should be arranged by the customer and the faulty hardware should be sent to the return address in the RMA

Replacement parts for Return and Replacement (RTF) Orders will be scheduled to ship within 10 Business Days from the date returned parts have been received.

Shipping and Packaging

Shipping Responsibility

• RMA with Credit and Try and Buy return types must be returned at the customer’s expense
• All advance replacements service contracts where there is no country specific export regulations stating otherwise, qualify for returns free of charge using the on-line collection POWR Tool

Packaging Requirements

Cisco does not supply packing material. Customers can use any box as long as it complies with Cisco’s packaging guidelines.

Shipping Address

A Warranty RMA ships to the same address we shipped the original part to. Cisco does not allow address override on Warranty-only RMA shipments.

Data Security and Asset Destruction

Customer Responsibility

You are responsible for the removal of sensitive data on your defective parts prior to return to Cisco.

Asset Destruction Policy

In general destruction of parts instead of return is not allowed. However, case by case exceptions will be considered if data security is at potential risk.

Approval conditions include:

• The defective parts cannot be returned due to data security or the defective parts are covered under a UCS Drive Retention contract
• The customer receives prior approval from Cisco using the authorized Asset Destruction Approval Request form
• The customer agrees to make payment to Cisco for the list price of the part(s) to be destroyed minus the standard product discount

If the customer destroys parts without prior approval, Cisco reserves the right to charge for liquidated damages equivalent to the current full list price of the parts.

Trade-In Program

Trade-In Criteria

Products eligible for trade-in must meet specific program requirements and be processed through Cisco’s Technology Migration Program (TMP).

Return Timeframe

Products must be returned to Cisco within 180 days after shipment of the last product on the trade-in sales order.

Warranty Coverage

Warranty Types Available

Cisco products come with various warranty options including:

• Limited Lifetime Warranty
• Enhanced Limited Lifetime Warranty
• 90-day Limited Hardware Warranty
• 1-Year Limited Hardware Warranty
• 3-Year Limited Hardware Warranty
• 5-Year Limited Hardware Warranty

Warranty Start Date

Cisco starts the date calculation for your Warranty from the date of shipment from the Cisco Manufacturing process (Ship Date). We add a ‘Distribution Allowance’ of 90 Days to cover delays from transit and warehousing by our Partners.

Warranty Exclusions

Warranty does not cover products that:

• has been subjected to abnormal or improper environmental conditions, accident or negligence, or installation or use inconsistent with Cisco’s instructions or the terms on which it is supplied by Cisco
• is provided on a trial, evaluation, beta or other free-of-charge basis

Takeback and Reuse Program

For end-of-use equipment, Cisco offers a separate Product Takeback and Reuse program makes it simple, secure, and sustainable to return end-of-use gear to Cisco, supporting our vision of a circular economy. We will pick up equipment at no cost and ensure it goes to its next best use.

Cisco Customer Service:

Telephone Number: +1 800-553-6387

Cisco Headquarters Address: San Jose, CA 95134San Jose, CA 95134

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