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RMA Frequently Asked Questions

I. Requesting your Replacement
 
          A. Starting the Replacement Process
          B. Replacement Shipping Options
 
II. Standard Replacement FAQs

A. Shipping the Defective Unit
B. Processing the Replacement Unit
C. Setting Up the Replacement Unit
D. Customer Service Contact Information

 III. Advance Replacement FAQs

A. Processing the Replacement Unit
B. Shipping the Defective Unit
C. Setting Up the Replacement Unit
D. Credit Card Holds and Charges
E. Customer Service Contact Information
 



I.  Requesting your replacement

A. Starting the Replacement Process

1. How do I request a replacement?
 
If you think your product is defective and would like to request a replacement, please call Customer Support.  We will assess your product’s condition and eligibility for replacement.
 
2. I have my RMA number.  What happens next?
 
If eligible, you will receive an RMA number, and can begin the process of selecting your desired shipment method.
 

B. Replacement Shipping Options

1. What’s the difference between Advance and Standard replacements?
 
When you begin the Replacement process, you have the choice of an Advance or Standard replacement.
 
A. Advance Replacement.  With an advance replacement, we will ship your replacement product immediately, and you will have 30 days to return your defective product to Linksys.  If we do not receive your defective product within 30 days, you will be charged for the replacement product.
 
B. Standard Replacement.  With a standard replacement, you will ship your defective product to Linksys within 30 days of completing replacement request.  Once Linksys receives the defective product, we will ship your replacement.
 

II. Standard Replacement FAQs

A. Shipping the Defective Unit

 1. How do I return my defective unit?
 
Package your return unit(s) in one box.  Please make sure the contents are secure and that enough packaging material is included to prevent the unit(s) from moving around during shipping.
 
IMPORTANT:  All original Linksys accessories, such as power adapters, couplers/dongles, and antennas MUST BE RETURNED with the product.
 
2. Where do I ship my defective unit?
 
Please ship the defective unit(s) to the address below:
 
Linksys Return Center
558 Airtech Parkway
Plainfield, IN 46168
United States
 
3. The defective unit is part of a kit, should I send the whole kit?
 
If you are replacing a product that belongs to a networking kit, only return the defective product listed on the previous web form belonging to the networking kit.  Please do not include the working product.
 
4. I have installed internal accessories in the defective unit, should I remove them before sending?
 
Linksys is NOT responsible for lost or damaged personal accessories.  If you have attached any accessories that did not come with the original product, please remove these items prior to returning your unit(s).  In addition, if your product uses any internal fiber modules, please remove these items also, unless they are listed as one of the products on the RMA web form.
 
5. Can Linksys keep the data stored on the hard drive of my defective unit?
 
Linksys is NOT responsible for data stored on the hard drive of the defective unit.  If the defective unit has a hard drive and it cannot easily be removed from the defective unit, back up your data prior to shipping the defective unit to Linksys.
 
6. Do you offer refunds, substitutions, credits, or upgrades for devices under warranty?
 
Linksys does NOT offer refunds, substitutions, credits, or upgrades under warranty.
 
7. Do you accommodate walk-in customers?
 
Linksys is not able to accommodate walk-in customers.
 
8. What happens if my device gets lost or damaged while in transit?
 
Linksys is NOT responsible for lost or physically damaged packages in transit.  Please obtain a tracking number as a safeguard for your shipment.  Linksys strongly suggests using a reputable shipping company that will provide a tracking number and will insure the package.
 

B. Processing the Replacement Unit

1. Is there any fee for the Standard Replacement option?
 
In the Standard Replacement option, the customer bears the cost of sending the defective unit(s) to Linksys.  Linksys bears the cost of shipping the replacement unit to the customer UPS Ground unless the expedited shipping option is chosen at the time the RMA is created.
 
2. How long does it take for you to ship the replacement unit?
 
It usually takes two business days to ship replacement unit, after the defective unit has arrived at the warehouse.
 
3. What happens in the event of a backorder?
 
In the event of a backorder on your replacement product, units will ship when available.  The shipping method will remain the same as the option selected at the time the RMA was created.
 
4. Can I change the shipping method for the replacement unit?
 
If you wish to change the shipping method, you MUST contact the Linksys Customer Service department before the replacement unit is shipped.  Once the replacement unit has shipped, expedited shipping payments cannot be refunded.
 

C. Setting Up the Replacement Unit

1. How do I know if the replacement unit is working properly?
 
While we put all our replacement products through rigorous testing, you will also need to test and verify that the unit is working properly once received.
 
2. What if my replacement unit has damaged or missing parts?
 
Damaged or missing part(s) must be reported within five business days of receiving the replacement unit(s).
 
3. I still have the original power supply of my defective unit; however, the replacement unit comes with a new one.  Which one should I use?
 
If your unit uses a power supply, make sure to use the power supply that comes with the replacement unit, and not the original power supply.
 

D. Customer Service Contact Information

1. How do I contact your Customer Service Department?
 
If you have any questions regarding your replacement unit, contact us within five business days of receipt of your product.  For questions about products for home, you can also email RMA@Linksys.com.  And for replacement help specifically with our business line of products, you can call 877-855-6899.
 
III. Advance Replacement FAQs

A. Processing the Replacement Unit

1. Is there any fee for the Advance Replacement option?
 
In the Advance Replacement option, the customer bears the cost of sending the defective unit(s) to Linksys.  Linksys bears the cost of shipping the replacement unit to the customer UPS Ground unless the expedited shipping option is chosen at the time the RMA is created.
 
2. How long does it take for you to ship the replacement unit?
 
With an advance replacement, we will ship your replacement product immediately.  It usually takes two business days to ship the replacement unit.
 
3. What happens in the event of a backorder?
 
In the event of a backorder on your replacement product, units will ship when available.  The shipping method will remain the same as the option selected at the time the RMA was created.
 
4. Can I change the shipping method?
 
If you wish to change the shipping method, you MUST contact the Linksys Customer Service department before the replacement unit is shipped.  Once the replacement unit has shipped, expedited shipping payments cannot be refunded.
 

B. Shipping the Defective Unit

1. How do I return my defective unit?
 
Package your return unit(s) in one box.  Please make sure the contents are secure and that enough packaging material is included to prevent the unit(s) from moving around during shipping.
 
IMPORTANT:  All original Linksys accessories, such as power adapters, couplers/dongles, and antennas MUST BE RETURNED with the product.
 
2. Where do I ship my defective unit?
 
Please ship the defective unit(s) to the address below:
 
Linksys Return Center
558 Airtech Parkway
Plainfield, IN 46168
United States
 
NOTE:  You will have 30 days to return your defective product to Linksys.  If we do not receive your defective product within 30 days, you will be charged for the replacement product.
 
3. The defective unit is part of a kit, should I send the whole kit?
 
If you are replacing a product that belongs to a networking kit, only return the defective product listed on the previous web form belonging to the networking kit.  Please do not include the working product.
 
4. I have installed internal accessories in the defective unit, should I remove them before sending?
 
Linksys is NOT responsible for lost or damaged personal accessories.  If you have attached any accessories that did not come with the original product, please remove these items prior to returning your unit(s).  In addition, if your product uses any internal fiber modules, please remove these items also, unless they are listed as one of the products on the RMA web form.
 
5. Can Linksys keep the data stored on the hard drive of my defective unit?
 
Linksys is NOT responsible for data stored on the hard drive of the defective unit.  If the defective unit has a hard drive and it cannot easily be removed from the defective unit, backup your data prior to shipping the defective unit to Linksys.
 
6. Do you offer refunds, substitutions, credits, or upgrades for devices under warranty?
 
Linksys does NOT offer refunds, substitutions, credits, or upgrades under warranty.
 
7. Do you accommodate walk-in customers?
 
Linksys is not able to accommodate walk-in customers.
 
8. What happens if my device gets lost or damaged while in transit?
 
Linksys is NOT responsible for lost or physically damaged packages in transit.  Please obtain a tracking number as a safeguard for your shipment.  Linksys strongly suggests using a reputable shipping company that will provide a tracking number and will insure the package.
 
9. How long do I have to ship my defective unit before my card is charged?
 
If Linksys does not receive the defective product within 30 days of the RMA creation date, your credit card will be charged for the full amount of the defective product plus tax.  Read on to learn more about card holds and charges.
 
 
C. Setting Up the Replacement Unit
 
1. How do I know if the replacement unit is working properly?
 
While we put all our replacement products through rigorous testing, you will need to test and verify that the unit is working properly once received.
 
2. What if my replacement unit has damaged or missing parts?
 
Damaged or missing part(s) must be reported within five business days of receiving the replacement unit(s).
 
3. I still have the original power supply of my defective unit; however, the replacement unit comes with a new one.  Which one should I use?
 
If your unit uses a power supply, make sure to use the power supply that comes with the replacement unit, and not the original power supply.
 

D. Credit Card Holds and Charges

1. Do you accept debit or any hybrid card?
 
Linksys does not accept DEBIT CARDS or any hybrid card (a hybrid card is a debit card that is also used as a credit card) both of which withdraws funds directly from your checking or savings account.
 
2. Who will pay for all the charges from my bank?
 
You are responsible for all charges from your bank or any other institution associated with the use of your credit card, debit card, or hybrid card.
 
3. What is the cost of temporary holds?
 
Temporary holds are placed on your credit card equal to the value of the defective unit plus tax.  The holds are placed in 10-day increments starting from the ship date of the replacement product.  If the defective unit is not received by Linksys within 10 days, and holds are unable to be extended for any reason, your credit card will be charged for the full amount of the defective unit plus tax.
 
4. What other charges will I incur while processing the replacement of my defective unit?
 
You will be charged for the replacement unit if the returned unit is not the exact model, serial number, and quantity listed on the RMA web form.
 
5. When do you release the temporary hold placed on my credit card?
 
The 10-day hold will be released if Linksys receives your defective unit within 10 days from the ship date of your replacement product.  If the defective unit is not received by Linksys within 10 days, a second 10-day hold will be placed on your credit card.  If, after 20 days, the defective unit has not been received by an authorized Linksys warehouse, your credit card will be charged for the full amount of the defective unit plus tax.  After your credit card has been charged, NO CREDIT WILL BE ISSUED for the defective unit.  If Linksys receives your defective unit after your credit card has been charged, the defective unit will be returned to you at your expense.
 

E. Customer Service Contact Information

1. How do I contact your Customer Service Department?
 
If you have any questions regarding your replacement unit, contact us within five business days of receipt of your product.  For questions about products for home, you can also email RMA@Linksys.com.  And for replacement help specifically with our business line of products, you can call 877-855-6899.

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